Complete the Reschedule After field by selecting the Days, Hours, and Minutesfrom the number panel. Cisco Webex Experience Management Post Call Survey. Implement tools that increase the performance of contact center teams and agents. can be configured at the application level and chosen as applicable to campaigns. Let teamwork thrive. ensure that your LCM Console pushes a specific percentage or number of Platinum contacts and, or Gold and Silver contacts. To refer to end-user guides, see: Webex Contact Center Setup and Administration Guide. Using Manage Contacts, you can: Search ContactsSearch contacts for a given set of conditions. This is enabled only if your Zone Name is Area-specific For more information about Campaign Manager reports, see the Cisco Webex Contact Center Campaign Manager Reports Guide. In this release, the Agent View/Edit button has no effect. across multiple cycles, contact statuses, and more. This is relevant for campaign execution and also dialing out NDNC is Do Not Call (registry) at a national level. Click Import File if importing a script file. Instead, contact centers today need to do a million things, one time - acting as an exception management center - and need to deliver omni-channel experiences. Rescheduled Expired Contacts are those that have been rescheduled because dialing has expired and needs to be revived. Webex Campaign integrates easily with legacy and modern applications across the marketing technology stack. You can create a set of conditions for use in the Contact Selection Strategy (CSS). Click the Upload button to complete the Contact List upload. Using these custom scripts we can now implement custom business logic and integrate with third-party Map Business Fields next. All rights reserved. Click the Add button to add more run times using Step 3. All the outcomes under to this Business Outcome Group are populated. configurations are grouped in this section. Time to Live is the number of days that the contacts uploaded, via the auto upload feature, In other words, each Profile is an auto uploader. For more information, email us at info@workflowconcepts.com or call 207-558-8600. Learn how Webex Connect helped growing mobile network provider SMARTY. Optionally enter a Suffix. An Advanced Builder requires meticulous condition building where using multiple open and closed brackets, conditions are placed manually. In addition to these five CSS conditions, you can create your own CSS conditions and prioritize the order in which your contacts Campaign chaining can happen either on business outcome or on telephony outcome. If you select System Fields List ID or Global List ID, a pop up allows you to select the appropriate list from the available lists. As an administrator, you can configure real-time and historical reports and schedule reports to be sent . In are PEWC complaint. Using these saved profiles, you can upload (including . Type the filter conditions in the Write Conditions text box and click the Show Contacts button to populate the contacts based on the conditions. The following details for each campaign are listed: Channel like Voice, Email, SMS, or a combination of voice and non-voice. Closed Contacts, the contacts closed for some reason. you to share contacts from a single list across multiple entry points. Select Blocked Contacts and, or Closed Contacts check boxes to include these contacts to move from one campaign to another. Select the script file from the Explorer Window. Complete the following fields: Turn the Advanced Builder switch ON if you want to build an Advanced CSS Condition. All campaign business fields are listed Skip to Step 5 if you selected Shared List. If you are not using the Advanced Builder, use the simple builder. Create and manage unified customer profiles using data from disparate online and offline sources. Using the Block Contacts option, you can block contacts that are populated based on the given set of conditions. For more information, see Chaining. For example, assume you choose 2 cycle retries, and the The major advantages of the LCM application are visible in almost every sphere of operation. Click Reschedule to complete action. An agent, when not handling an active contact, can initiate an outbound preview campaign call by clicking the Campaign Contact For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Deliver marketing campaigns over SMS, MMS, email, app push, social media, voice, API, file, and offline channels. Type is the field on which you apply the NDNC/DNC Filters, This field could be a Phone Number, or any of the business fields, There are three possible sources from where your can scrub contacts: Formatted FileThe contacts are available in a formatted file with various fields separated by a common separator or a comma-separated file. Once done with sort orders, click Saveto complete CSS conditions. For more information, see Create a Contact Strategy. December 7: Group Call Management - The Free Call Center with Webex Calling The application first looks for duplicates in the local file or database table that is ready for upload and, from such records, See how O2 uses Webex Campaign to effectively engage their customers and serve today's digital-first consumers. Tool * This is the Product management tracking tool for feature & enhancement requests: As with the rest of the Webex Contact Center product line, Outbound Campaign Management improves agent productivity and the overall business performance of your contact center. The contacts are populated, at the requested items per page. everywhere between. Select a Mapping from the Mapping Name drop-down list. Select a Cycle Retry Interval. Select the Telephony Outcomes and the Business Outcomes to group for this Category. See how O2 uses Webex Campaign to effectively engage their customers and serve today's digital-first consumers. Click Scrub to scrub the selected contacts. Is WebCallBack API is the only way to make outbound calls? An Advanced Builder requires meticulous condition building where using multiple open and closed brackets, conditions are placed To select contacts through your own filter conditions, see Step 4. audio, wherever you work. For more information, see the Historical Reports section in the Visualization chapter in the Cisco Webex Contact Center Analyzer User Guide. Introducing and so on. 1. From the Telephony Outcome pane, first select the Mode from the drop-down list. This website is powered by Google reCAPTCHA. Moment Date FormatThe date format for the Contact Moment. For more information see, Contact Selection Strategy. Create and automate multichannel campaigns that drive customer acquisition and loyalty. Using the Move Contacts option, you can move populated contacts, based on the given set of conditions, from one campaign to another. Select check boxes for fields that you want to be treated as Situations may arise, mainly while delivering personal callback calls that the agent assigned to the personal callback is 4. Empower your contact center to support customer conversations on any channel. Entertainment. For more information, see Contact Strategy. Use the Expression Builder to create the conditions, save them under a name, and use these as ready made sets of criteria. You can also change any specific mode parameters for your condition could be (greater than), < (lesser than), = (equals), and so on. To select contacts via your own filter conditions, see Step 4. All rights reserved. Turn the Close Daily Retries switch ON to close the contact after the daily retry limit is reached. From the number panel, select the Global Retry required. Add Outbound SMS and email for omnichannel communications. Integrate data warehouses, APIs, single sign-on systems, social media platforms, and more. You can add a maximum of three time ranges for a day. From the respective counters, select or enter figures for Daily Target, Weekly Target, and Monthly Target. May want to look into Webex Contact Center for 500 agents. You can also search by partners name, technology, company size and more. The Runtime Scheduling determines the campaign run times. The contacts are not dialed Map those holidays to this campaign. This allows the application to determine that a call to a contact based on this business field is subject to DNC rules. If the new agent has to handle the call at a different time, select the Update Time check box. Flush closes all pending contacts available in the dial list to make sure there is no residue of contacts in the dialer. The documentation set for this product strives to use bias-free language. Blocked Contacts, those that are blocked from being delivered to the dialer. The campaign runs during the times configured here, overriding the start date time and From the Transition Attempts number panel, select the number of attempts allowed in a Transition Window. From the Delimiter drop-down list, select a delimiter that separates various fields in your contact upload file. ExecutingCampaign in a running state, that is, dialing contacts. To complete creating and configuring a full campaign, a few other configurations are also required to be completed. Select the day to configure and turn the switch ON. From the Saved Mapping list in the left pane, select a mapping. want it to. We plan to support Progressive dialing in WebexCC, either through an integration using existing APIs, or enhancing our native APIs and capabilities. The Mapped Outcomes tab contains all the mapped Business and Telephony outcomes. Select a Time Range for the campaign. digital whiteboards. If you are not using the Advanced Builder, use the Simple Builder. If there is a specific on-prem feature that is a must have, we can explore those. For all the uploaded contacts, complete Field Mapping. systems plays informational message) and sometimes it is a menu where if called customer selects certain input, they are routed to customer. AdvanceAn advanced strategy is to build a complete rescheduling strategy. Navigate to the Outcomes section to map the Outcomes from the Source to the Target campaign. records not uploaded are shown in the error table with the remark DUPLICATE. Profiles can be used shortcuts to work with contact-related uploads. The various locations across the world are divided into time zones based on the longitudesthey are situated in. For more information about how to configure campaigns using LCM, see the Cisco Webex Contact Center Campaign Manager User Guide. Learn more about how Cisco is using Inclusive Language. All these If you select System Fields ListID or Global ListID, a pop up allows you to select the appropriate list from the available The enterprise needs to make sure that the numbers being uploaded for a campaign 2022 Cisco and/or its affiliates. To select all outcomes, select the check box in the header rows. If you are scrubbing contacts from a formatted file, complete the following: Clicking the Choose File button, choose a file that contains the contacts for upload. Webex Contact Center Analyzer User Guide. The agent wraps up the call based on the call outcome. Blocked Contacts are those that are blocked from being delivered to the Dialer. You can manage contacts better only if you get the right contacts to manage. On the other hand, if the Advanced Builder switch is OFF, you can add conditions in groups, with pre-selected and, or conditions. You can create a total of 25 business parameters. Campaign chaining allows you to re-allocate closed contacts from one campaign to another, based on your business requirements. Your agents can now spend more time talking creating customer delight. Use dynamic personalization to adapt to changing customer behavior. Acqueon is the most popular we see and they support UCCE and WXCC as well. Action to be taken, if any, from the following: Copy creates a new campaign with all properties of the selected campaign (except Campaign Name) retained as is. connecting the customer journey and Global Upload), scrub, or upload DNC/NDNC/ PEWC (compliance) contacts without having to go through the entire process of setting Create a campaign by completing four wizards. This set of rules decides the mode on which a contact Define the level for which this upload is applicable. This button toggles with the Stop button. This section only allows you to select from the added Holidays. Close ContactsClose contacts that are populated for a given set of conditions. you can simply reassign another agent to handle the call. capabilities such as execution of complex dialing plans, flexible list management, and campaign automation are also available. Click Flush to flush a campaign of contacts. The Cycle Retry Interval is set for 0 days, 14 hours, and 0 minutes. Specific MomentContacts that you have rescheduled to be dialed out at a specific moment. repeated failure to reach the specified agent. The steps below help you use the condition builders and populate the contacts to manage them. To populate Delivered Contacts that meet the filter conditions, select the Delivered Contacts check box too. statutory restrictions in dialing. Click the Save button to save the information. After creating the campaign, there are various other aspects that you have to configure to get the campaign working as you 2022 Cisco and/or its affiliates. From SMS to the next generation of digital messaging channels, start delivering richer experiences on the channel closest to customers. Selecting a Profile ensures all further mapping for this contact list file is automatically accomplished as configured in the Profile. From the System Fields/Business Fields drop-down list, select an appropriate item. Choose from the following options. Easily configure and scale interactive, event-triggered, or one-off campaigns that prompt and guide customers throughout each stage of the customer lifecycle to drive lifetime value. You have successfully created a campaign. (MEF) of the LCM platform. This section deals with configuration of the following elements: Each of the above menu options can be placed as a Quick Link on the application Home page. more information, see Server Scripts. Is OEM Integration is mandatory for outbound capabilities in WebEx CC . to update external platforms). For example, you can select Select one of Pre-Call Script, Post-Call Script, SMS Script, or Email Script buttons. Proceed to configure the various requirements for the newly created campaign. Time Zone. All-in-one presentation displays, video meetings, reach the dialer. Configure outbound preview campaigns using the LCM interface. Closed Contacts are those closed for some reason. Webex powers a new file. Select Reset as Fresh Contact, this action resets the contact as Fresh Contact. Reschedule/Reset ContactsReschedule or reset the following contacts populated for a given set of conditions: Callback Expired Contacts are contacts where the valid time to callback has expired. Map each Target Business Field to one Source Business Field. HolidayThis section allows you to select the campaign holidaysthe days that your campaign does not run. It serves its limited or business field mapping. work you do, not where you do it. keeps the first record for upload. The or prerecorded telemarketing calls to wireless numbers and prerecorded calls to residential landlines. Click the Add button to add a new run time for the campaign. These steps are referred to may have three categories of credit cardholders on your campaign, Platinum, Gold, and Silver. Although you will find references to SMS, Email, and other multimedia channels, those are not supported in this release. The Contact Lists page shows, at a glance, all the contact lists that you have uploaded to the campaign. Complete the following fields: From the Data Type drop-down list, select a Data Type for this business parameter. Select the check boxes corresponding to the holidays you want to map for this campaign, or select the Select All check box to attach all the holidays to this campaign. Available reset options: RetriesTo configure the number of attempts after which a Personal Callback becomes a Normal Callback. If your Contact Strategy is a Simple Strategy: Select a number for Cycle Retry. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Business-class phones for the desk, the frontline, and Select an appropriate Callback Strategy for this campaign from the Callback Strategy drop-down list. These targets can be set for either Telephony or Business Outcomes. Ignore the Email Server and SMS Server settings. The all-in-one app to call, meet, message, and Catch-up on the CPaaS session replays for the latest insights from this year's event. more. DNC is Do Not Call (registry). There are two ways of selecting contacts to Reschedule/Reset. From the System Fields/Business Parametersdrop-down list, select an appropriate item. across campaigns, no matter where they are configured, under one dimension. The Campaign Home page appears. You may select one or both business fields. Retain Dashboard Filters in APS and Management Portal. You can use pre- and post-call scripts as part of your campaign. All the Telephony Outcomes for the selected Mode and Contact Strategy pair are listed. At any stage during this process, click Cancel to revert to the listed contacts. Post-call scripts can be used to embed custom scripts (also known as post-call scripts), leveraging the Managed Extensibility Framework From left to right, the buttons correspond to: Enter a new Campaign Name and select a Group from the drop-down. Webex is dedicated to helping everyone look their best for every meeting - whether it be on Zoom, Microsoft Teams or any other third-party provider. You can define these CSS schedules for blocks of time for each day of the week. If you select both fields, contacts are filtered using the AND operator, that for selection. Feature Setup. OEM Integration with Acqueon Report: Supervisors and administrators can view outbound campaign statistics via the historical report in Analyzer to gain insights Turn the Large Data switch ONto define this business parameter as a bulk field. Email and SMS campaigns are not supported in this release. Post-call ScriptUse this option to embed custom scripts (also known as post- call scripts), leveraging the Managed Extensibility Framework In the case of Progressive campaigns, the team assignment needs to be configured Transition Window offers the ability to constrain or limit the number of attempts for each mode across a defined duration From the Delimiterdrop-down list, select a delimiter that separates various fields in your contact upload file. As a prerequisite to creating a campaign, make sure that Webex Contact Center entry points, queues, and routing strategies to associate . Skip to Step 10 if you do not want to configure a Transition Window. get work done. Click Create New to create a new expression. Complete campaign elements in one place . Click Stop to stop a running campaign. Although partner administrators can execute the initial contact center setup, we recommend that customer administrators and supervisors be trained to execute the day-to-day contact center management tasks. Scrub is a feature that allows you to clear contacts in the database before you effect an upload. The selected contact strategy runs through the day. We do not have an estimated date yet. Using the Reassign Agents option, you can now reallocate contacts from one agent to another. For more information, see Holidays. conditions for the search criteria or build your conditions using the Advanced or the Simple Condition Builder. The next this date range. Block ContactsBlock the contacts that are populated for a given set of conditions. If you want to add more groups, select the Add button from the Group Action. The following campaign-specific reports are available in Webex Contact Center: Campaign Manager Reports: The Campaign Manager reports are available in the Cisco Webex Contact Center Campaign Manager modules. For campaign-level upload, select the Campaign button. The Webex Contact Center feature requests and enhancements are submitted using the AHA! into the effectiveness of campaigns. Let customers connect their way with a digital-first, next-generation platform. The number of business fields created and the number available are displayed in the top right corner of the grid. belonging to this zip code is applied. Click Reschedule to complete action. Query these parameters and manage contacts based on query results. From the Time to Live (days) counter, select the number of days. Empower your contact center to support customer conversations on any channel. Webex Engage Empower your contact center to support customer conversations on any channel. for selection. Enter a duration (in seconds) for the script to timeout if not executing. Click the ChooseFile button and choose a file that contains the contacts for upload. Zone NameThe zone name applicable to the contacts. Only Advance Contact Strategies are available for selection. The Duplicate Filter check box is activated for selection. is, based on BOTH business fields. Create and automate multichannel marketing campaigns that drive customer acquisition and loyalty. Offer remote video assistance to your teams and customers. Enter an open bracket - ( - in the first cell. You can mark only one of the 25 business fields as DNC. Area CodeThe state law compliance for this campaign is as per the area code that is configured in System. To directly select certain types of contacts, see Step 3. This tool is accessible both by Parthers and Customers. uploaded contact. Select Reopen Contacts to reopen the contact for dialing. Enhance your workplace. the field length for data that goes in as business parameter. Turn the NDNC switch ON if you want NDNC screening for contacts enabled for this campaign. Orchestrate interactions across enterprise departments with the imimobile Customer Interaction Management suite of products. the interim, it delivers contacts as per CSS1 from 10:00 to 18:00. Any incorrect placement of such brackets may result in the CSS condition selecting wrong and unintended contacts You can, at the time of upload, mark DNC and NDNC contacts by completing the DNC/NDNC section. Contact Center AI, and Campaign Management are not available for Japan location. Some uses are: Associate this data to contacts at the time of upload. the time when retries are dialed out on configured modes, and so on. start at just one low price. You can map similar business parameters Drive the best customer experiences, every time. Improve agent productivity and Outbound campaign management overall business performance by From the calendar, select a Start Date and an End Date for Time to Live. 3. are displayed to the agent. Create, test, and deploy responsive, on-brand communications without writing any code. It is not mandatory to enter an additional zip code. From the time panel, select a Start Time and an End Time for this CSS Schedule. To select contacts through your own filter conditions, see Step 4. Webex Contact Center is a next-generation cloud contact center solution inspired by customers and architected for business.. You can clear these contacts The fields forming part of the contact upload file are displayed The contact details Provide high-quality remote video assistance anytime, anywhere, and on any device. The contact is closed even if Global Retry setting allows more dialing attempts. Profiles can be used as shortcuts to work with contact-related uploads. There are many instances that some contacts have different modes to reach (say Home, Mobile, Work). Sports & information, see Modes. Optional Business Fields for this campaign. However, at the enterprise level, should you require information of sales Click the Edit button to edit any chained mapping. Manager) application. Enterprise-grade security, Holiday feature are available for selection. You can select multiple overlapping time slots, but the start time and end time should be unique. Navigate to the Contact Mode Scheduling section. From the number panel, select the Daily Retry required. The state law of the state Contacts falling in this follow-up date range are populated. You can use multiple modes, retries, priorities, spread Yes - for today. In addition, the following LCM-specific entities must be defined: ModeThe various methods you can use to reach a customer. Is there any plan to support Predictive and Progressive dialing mode in WebEx CC ? In addition, the Webex Contact Center Management Portal landing page displays graphs of real-time and historical call activity and current agent status. These laws For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. You can also use the Condition Builder to build conditions for filter criteria to search contacts. A configuration file setting controls permission to this feature. If you have a Profile for this upload, select one from the Profile drop-down list. Provision and activate products, plans, or packages. For more information, see Time Zones. end date time as configured during campaign creation. incorrect placement of such brackets may result in the search condition populating wrong and unintended contacts. The days are listed in the first column. All the Modes available in the source campaign are displayed for selection. The Database Table and Database View options are not applicable in this release. Click the Action button to perform any of the listed actions for the selected campaign. After selecting the button for Simple or Advance strategy, select an appropriate Contact Strategy for this campaign from the drop-down list. Select either Business Outcome or Telephony Outcome under the Mapped Outcomes tab to see all chaining mappings. Select one of these and click Select. Combine data from different systems, devices, and channels to create a single view of customers. From the drop-down list, select a Contact Strategy to be applied for contact delivery. A call guide is available for the agent to walk the customer through a sequence of campaign-specific questions and answers. chaining. FieldsSelect an appropriate Field for this mode from the uploaded. for selection when you create a Progressive campaign. PEWC is Prior Express Written Consent. Repeat the process for as many days of the week as you require to configure the schedules for. Easily manage it with user-friendly tools like a drag-and-drop workflow builder. This is the interval between one cycle of retries and the next. With the webcallback APIs you can still build an outbound solution however we are working on getting the other features like Retry, Cancel, etc prioritzed in the backlog. reporting based on business parameters is possible. Various geographical regions like states, countries, and so on have laws that regulate contact center operations. For more information, see State Law. Campaign Management synchronizes the agent state and team information for the enterprise If you have a pre-call script to run before every call, turn the Precall Script switch ON. Turn the Reset Daily and Global Retries switch ON if all you want the Global and Daily Retry counts to be reset to zero on moving a contact to Callback. All the modes and fields as mapped are retained in this operation. For example, you Download our product sheet for more feature and use case details to learn how Webex Campaign optimizes marketing campaign performance across multiple channels. Click the Add button to add another condition. Contact Priority Calls - Old ContactsThese are contacts that have not been delivered to the Dialer from old uploads. Business Field1The primary field based on which you want to filter for duplicates/update operation. Select the Fresh Contacts check box to directly fetch Fresh Contacts without having to write conditions to fetch contacts. Deliver tailored propositions with ease. Create more meaningful interactions with a comprehensive CPaaS solution that brings communication channels and business systems together. From the Followup Details section, select a From Date and a To Date. source campaign to map to a mode in the target campaign. Enter a Category Name for the target you intend setting. FilterContacts from lists can be filtered on the basis of two business fields. You are also allowed to select a time slot from 09:00 to 19:00 with CSS At List level, all existing contacts pertaining to this list are closed and uploads are treated as fresh contacts for this list. From the Filter section of the Manage Contacts screen, select the Search Contacts button. Stay focused. Use the time panel to change the start and This compliance mandates that telemarketers obtain the prior express written consent of the called party for auto- dialed Click here for all Cisco and WCC documentation & user guides. Learn more about how Cisco is using Inclusive Language. Select a Business Outcome Group from the drop-down list. Expand the Target section to set a target. This type of strategy leverages the maximum out of the application to dial out almost every not available to handle. The campaign operates on all days (in the selected date range) between the selected times. see Dimension. Contact Selection Strategy (CSS) Schedule. Follow the steps listed below: In the pop up, select the day for which you are adding the CSS Schedule. Runtime SchedulingUse this functionality to define, for each day of the week, campaign start and end times. Webex Assist. Simplify your transition to the cloud by keeping the same campaign manager. Select a Contact Strategy for the campaign. Yes today Webcallback API for webexCC is the only way to inject a task: https://developer.webex-cx.com/documentation/tasks/v1/create-callback-task. based on some conditions which you can configure. If you have a post-call script to run after every call, turn the Postcall Script switch ON. Select the Fresh Contacts check box if you want the contact to be marked as fresh in the target campaign. campaigns. It is also quite possible Select an Operation from Overwrite or Append/Update. turn the Custom Time switch ON. For example, Customer ID can be a business field across campaigns for which grouping is You can skip creating conditions and select any Default CSS condition. BothRun the script both before and after the contact reschedule. a time slot from 10:00 to 18:00 with CSS as CSS1. Webex Contact Center stores the filters that are set in each tab of the Agent Performance Statistics (APS) in the Agent Desktop and the Management Portal, in the browser cache. contacts in their respective time zone. first retry concludes at 6.00 pm on Monday. Because PEWC screening is not available in this release, the PEWC switch has no effect. Turn the DNC switch ON if you want DNC screening for contacts enabled for this campaign. You can keep adding more such condition groups. All the Business Fields and System Fields for this campaign are populated. Select the required Business Outcomes for chaining. As an administrator, do the following to set up campaign management for your enterprise: You can configure and use outbound campaigns only if your enterprise has purchased the Acqueon SKU. Manage Contacts is a powerful functionality to perform a wide range of tasks relating to contacts. Using the Reorder button you can reorder the business fields. Campaign Management Reports. Time ZoneThe list of time zones configured for the outbound campaign. Your new campaign is ready for use, either as is or after changing any configuration using the Edit option. Follow Steps 1 to 3 above. The campaign operates between the start date and end date selected in this range, both days inclusive. Define custom conditions for CSS to define a dialing strategy. Click Save. For more information, see Transition Window. cycle of retries commence at 8.00 am the next day. 2. Selecting this means the contact is sent Skip Step 3 if you are not using a Profile for mapping. Click the Floating Action Button (FAB). country (where the number is registered) shall make an unsolicited call or send an unsolicited SMS. For more Click the Next button to complete the screen and navigate to the Campaign Group wizard. for delivery to the dialer. The Time Range column shows default start and end times of 12:00 AM to 11:59 PM, respectively. From the Time Panel, select a Start Time and an End Time. The documentation set for this product strives to use bias-free language. The Modes and the Business Fields in the Target Campaign are populated. To be able to manage campaigns, the enterprise must have purchased the Acqueon SKU. Populate these parameters on agent desktop as screen pop during a call. There are two ways of selecting contacts to Block. To directly select certain types of contacts, see Step 3. The Schedule tab helps you to schedule contacts. If a number is registered under NDNC, then no person or any organization in the registered icon on the Agent Desktop interface. necessary in reports. From the Sort drop-down list select, Asc or Desc for Ascending or Descending sort, respectively. You can configure Area DelimiterThe delimiter used to separate components of a contact telephone number. The Duplicate Filter looks for and uploads unique contacts, leaving out duplicates, filtered on the basis of business fields. If you do not have a time zone that applies to this campaign, create a new Time Zone Group by clicking the Add button. A contact selection strategy (CSS) defines how you prioritize your contacts for dialing in an LCM campaign. For more information, see Profile. Skip this step if you do not have a Profile for mapping. Choose this option only if instructed by your Cisco Solution Assurance contact. Click Campaign in the menu pane on the left. the effectiveness of the campaigns. State NameThe geographical state to which these contacts belong. is reached (usually based on the weight assigned to the mode), the time at which a contact is reached on a specific mode, As an administrator, The administrator configures outbound preview campaigns using the LCM interface. UpdateIf upload level is Campaign, updates the business fields for the filtered contacts. Offer remote video assistance to your teams and customers. When an invalid zip code is entered for a contact, the specific contact is rendered invalid and is not dialed out. The Campaign module performs the following tasks: Build expressions for a contact selection strategy, Create categories based on outcomes and set targets. This button toggles with the Start button. Click the Next button to complete the screen and navigate to the Configuration Options wizard. In addition to the campaign management features, advanced campaign management As a prerequisite to creating a campaign, make sure that Webex Contact Center entry points, queues, and routing strategies APIs or performing database commands. For more information, see Profile. workspace. For campaign management we support acqueon LCM. Build efficient processes, reduce time-to-market, and automate customer interactions without the overhead. Available choices are: Campaign-specific Time Zone, Zip Code-specific Time Zone, This page is now available for view or edit on a single click directly from the application Aha! Map each Business Field to a Value in the contact field. . If any open contact matches the record in the upload file, such record is NOT uploaded. ModesAll Modes configured for the campaign are displayed for mapping. Let customers know what's happening and help operations by sending timely, relevant notifications. Find answers to your questions by entering keywords or phrases in the Search bar above. If you want to add more groups, select the Add button from the Group Action buttons. Specific Agent with Specific MomentTagged contacts that have been rescheduled to be dialed out to reach a specific agent at a specific moment. NOTE: There are different links for Partners, and for Customers. Campaign chaining allows you to re-allocate closed contacts from one campaign to another, based on your business requirements. Click Start to start a campaign that is in a stopped state. Before RescheduleRun the script before rescheduling the contact (can change various parameters which could influence the reschedule logic Home page. Empower your contact center to support customer conversations on any channel. To this end, you have to use the write your own There are many ways you can add a CSS Schedule. Present relevant and timely next-best offers across multiple customer touch points. Redefine the purchase journey with intelligent automation and contextual promotions. on failure to contact the intended person). To delete any configured run time, click the Delete button. Measure key marketing metrics with real-time dashboards and pre-configured reports. In the new line, select either AND or OR from the decision drop-down list. Specify the Start Time and End Time as the window when the contact is rescheduled. Cisco Webex Contact Center Agent Desktop Whitepaper. Click Apply to move the selected contacts to the target campaign. apart, the campaigns may need to run in the working hours of each specific location. Product overview. In the Management Portal navigation bar, choose Provisioning, and select your enterprise. Existing campaigns, if any, are listed in the content area. Any Default Platform (Webex Contact Center): Click this option to provision a contact center tenant using the new Real Time Media Service (RTMS) for voice and media processing. When an invalid zip code is entered for a mode, the specific mode is rendered invalid and is not dialed out. Solutions for Set daily, weekly, and monthly targets for agents to achieve. repeatedly throughout the Manage Contacts section. the chaining rules. Define the Time to Live for this list. From the Schedule page, expand the Contact Selection Strategy (CSS) Schedule section to complete this configuration. In addition to the campaign management features, advanced campaign management capabilities such as execution of complex dialing plans, flexible list management, and campaign automation are also available. lists. Empower your marketers with DIY drag-and-drop composers and journey builders. This is the application for the new-age contact center that aims at deep contact penetration with high success rates. Hi @Arunabh Bhattacharjee , the ability to do an IVR only campaign is something that sometimes comes up, so if that can be added to the roadmap, that would be good. for this campaign are live. Available options are: DateTime, for values that represent date and time. DatabaseThe contacts are available in a Database Table or View and can be uploaded directly to the campaign from the database. Ideally, there may be identical business fields across campaigns that may be required Click Reschedule to complete action. level. Click Apply to block the selected contacts. The campaign is now listed in the Campaign page. To directly select certain types of contacts, see Step 3. Some comparison The Action button expands as shown below: This panel helps you perform any of the following actions on the campaign. applies. in the Value drop-down list. Help operations staff keep your customers informed. Professional cameras, optimized for video meetings. as CSS2. 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