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In a progressive campaign, an agent is reserved for the end-users on the
campaign list. Because the agent is reserved, there is no overdialing
ratio or adjustments required, since agents are always in a 1:1 ratio
with the end-users.
When using a progressive campaign, agents are automatically provided a preview
of the end-user's CRM record in the background when a call is dialed. The agent
can also preview the customer information provided in the campaign file by
clicking the arrow next to the customer's name in the Contact Center AI Platform (CCAI Platform)
agent adapter. The agent adapter also provides a link to view the customer's
account in the CRM if the initial preview is no longer displayed in the
background.
If the end-user answers the call, the agent completes the call,
enters their notes, and then ends the call. The next end-user in the
campaign is then dialed and the agent is provided a preview of the
end-user's information.
If a call is not answered, the next end-user in the campaign is
dialed and the agent is again presented with a preview of the
end-user's information.
Progressive campaign calls (agent experience)
In a progressive campaign, an agent is reserved by the campaign and
waits on the line to dial a specific end-user. The end-user's
information is displayed as the agent is dialing, allowing the agent to
study the end-user's profile while waiting for the call to be answered.
The end-user's CRM page is also displayed in the background for the
agent to review.
If the end-user answers the call, the agent can complete the call, enter
their notes, and then close the call. At this point, the agent
receives the information for the next end-user in the campaign as the
call is dialed and then repeats the process. If the call is not answered,
goes to voicemail, or fails, then the agent is automatically presented
with the next end-user in the campaign and repeats the process.
For an agent to handle a progressive campaign call follow these steps:
Sign in to the CCAI Platform portal.
In the agent call adapter, select Available from the status
drop-down.
If there is a reservation call, it will be routed to the agent
automatically. Click Click to answer.
The information for the next end-user displays while the call is
dialing, allowing the agent to preview the information while waiting
for the call to be answered.
Click the down-arrow to the right of the end-user's name to preview
their profile from the CSV file.
Click the View case link to view the customer's CRM record if it
is no longer displayed.
The agent can click break to end the call before the end-user
answers and move on to the next end-user in the campaign.
If the end-user answers the call, the agent is connected and the
status bar turns green.
If the end-user does not answer the call, the agent starts the
process again with the next name in the campaign.
Once the agent has completed the call or transferred the call to
another agent, click Done.
On the wrap-up: Disposition & Note screen, select a disposition
code from the drop-down and enter any additional notes regarding the
call. Click Save.
The campaign dialer calls the next end-user in the campaign and provides a
preview of the end-user's information to the agent as the call is
connecting.
Requirements for campaign files
Campaign files contain a list of consumers (Name column) being
called and their phone numbers (Phone column). These columns are required.
These files are uploaded to your campaigns and the information is
displayed in the CCAI Platform agent adapter during campaign calls.
The Campaign files must meet the following requirements:
Campaign files must be in CSV file format
Maximum 10,000 rows
Each file must contain a name column and phone column.
The header names need to be exact: NAME (REQUIRED) and PHONE (REQUIRED).
All phone numbers are entered in E.164 format; for example, +12223334444.
If any of the these requirements are not met, the validation process
returns an error message during processing and the file won't be
uploaded.
Creating a progressive campaign
All campaign lists must be scrubbed against national and company DNC registries
prior to upload.
To create a progressive campaign follow these steps:
In the CCAI Platform portal go to Campaigns.
Click Add campaign. The Add campaign window displays.
In the Campaign name field, enter a unique campaign name.
To upload a campaign list, click Choose files.
Your file explorer opens. Select the CSV file or Excel file to
upload and then click Open.
In the Assign queue field, use the list to select the queue
that you want to assign this campaign to. You can also enter
the name of the queue to narrow the available options in
the list. When you assign a campaign to a queue, the
campaign is not limited to the queues hours of operation.
Click Save. The new campaign is saved and returns to the campaign
manager page.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eProgressive campaigns maintain a 1:1 agent-to-end-user ratio, eliminating the need for overdialing adjustments.\u003c/p\u003e\n"],["\u003cp\u003eAgents receive a preview of the end-user's CRM record and campaign file information in the CCAI Platform agent adapter before and during each call.\u003c/p\u003e\n"],["\u003cp\u003eIf an end-user answers, the agent completes the call, takes notes, and moves to the next end-user; if unanswered, the agent is immediately connected with the next end-user.\u003c/p\u003e\n"],["\u003cp\u003eCampaign files must be in CSV format, contain a "NAME" and "PHONE" column with headers, and be scrubbed against Do Not Call registries before uploading.\u003c/p\u003e\n"],["\u003cp\u003eTo create a progressive campaign in the CCAI Platform, users must upload a formatted campaign list, name the campaign, and assign it to a queue.\u003c/p\u003e\n"]]],[],null,["# Progressive campaigns\n\nIn a *progressive campaign*, an agent is reserved for the end-users on the\ncampaign list. Because the agent is reserved, there is no overdialing\nratio or adjustments required, since agents are always in a 1:1 ratio\nwith the end-users.\n\nWhen using a progressive campaign, agents are automatically provided a preview\nof the end-user's CRM record in the background when a call is dialed. The agent\ncan also preview the customer information provided in the campaign file by\nclicking the arrow next to the customer's name in the Contact Center AI Platform (CCAI Platform)\nagent adapter. The agent adapter also provides a link to view the customer's\naccount in the CRM if the initial preview is no longer displayed in the\nbackground.\n\n- If the end-user answers the call, the agent completes the call,\n enters their notes, and then ends the call. The next end-user in the\n campaign is then dialed and the agent is provided a preview of the\n end-user's information.\n\n- If a call is not answered, the next end-user in the campaign is\n dialed and the agent is again presented with a preview of the\n end-user's information.\n\nProgressive campaign calls (agent experience)\n---------------------------------------------\n\nIn a progressive campaign, an agent is reserved by the campaign and\nwaits on the line to dial a specific end-user. The end-user's\ninformation is displayed as the agent is dialing, allowing the agent to\nstudy the end-user's profile while waiting for the call to be answered.\nThe end-user's CRM page is also displayed in the background for the\nagent to review.\n\nIf the end-user answers the call, the agent can complete the call, enter\ntheir notes, and then close the call. At this point, the agent\nreceives the information for the next end-user in the campaign as the\ncall is dialed and then repeats the process. If the call is not answered,\ngoes to voicemail, or fails, then the agent is automatically presented\nwith the next end-user in the campaign and repeats the process.\n\nFor an agent to handle a progressive campaign call follow these steps:\n\n1. Sign in to the CCAI Platform portal.\n\n2. In the agent call adapter, select **Available** from the status\n drop-down.\n\n3. If there is a reservation call, it will be routed to the agent\n automatically. Click **Click to answer**.\n\n | **Note:** If the **auto answer** feature is active, the call dials without having to click the button.\n4. The information for the next end-user displays while the call is\n dialing, allowing the agent to preview the information while waiting\n for the call to be answered.\n\n 1. Click the down-arrow to the right of the end-user's name to preview\n their profile from the CSV file.\n\n 2. Click the **View case** link to view the customer's CRM record if it\n is no longer displayed.\n\n 3. The agent can click **break** to end the call before the end-user\n answers and move on to the next end-user in the campaign.\n\n5. If the end-user answers the call, the agent is connected and the\n status bar turns green.\n\n If the end-user does not answer the call, the agent starts the\n process again with the next name in the campaign.\n6. Once the agent has completed the call or transferred the call to\n another agent, click **Done**.\n\n7. On the **wrap-up: Disposition \\& Note** screen, select a disposition\n code from the drop-down and enter any additional notes regarding the\n call. Click **Save**.\n\n | **Note:** If [Agent Assist call summarization](/contact-center/ccai-platform/docs/Agent_Assist#session_summarization) is enabled, the agent can also insert the call summary into the call notes.\n8. The campaign dialer calls the next end-user in the campaign and provides a\n preview of the end-user's information to the agent as the call is\n connecting.\n\nRequirements for campaign files\n-------------------------------\n\nCampaign files contain a list of consumers (**Name** column) being\ncalled and their phone numbers (**Phone** column). These columns are required.\n\nThese files are uploaded to your campaigns and the information is\ndisplayed in the CCAI Platform agent adapter during campaign calls.\n| **Note:** All lists must be scrubbed against national and company Do Not Call (DNC) registries prior to upload.\n\nThe Campaign files must meet the following requirements:\n\n- Campaign files must be in CSV file format\n\n- Maximum 10,000 rows\n\n- Each file must contain a name column and phone column.\n\n The header names need to be exact: **NAME (REQUIRED)** and **PHONE (REQUIRED)**.\n | **Note:** Additional columns can be included. These values will be displayed in the Adapter but won't be validated.\n- All phone numbers are entered in E.164 format; for example, `+12223334444`.\n\nIf any of the these requirements are not met, the validation process\nreturns an error message during processing and the file won't be\nuploaded.\n\nCreating a progressive campaign\n-------------------------------\n\nAll campaign lists must be scrubbed against national and company DNC registries\nprior to upload.\n\nTo create a progressive campaign follow these steps:\n\n1. In the CCAI Platform portal go to **Campaigns**.\n\n2. Click **Add campaign** . The **Add campaign** window displays.\n\n3. In the **Campaign name** field, enter a unique campaign name.\n\n4. To upload a campaign list, click **Choose files**.\n\n Your file explorer opens. Select the CSV file or Excel file to\n upload and then click **Open**.\n\n| **Note:** After the file is uploaded, the campaign list is locked and cannot be modified.\n\n1. In the **Assign queue** field, use the list to select the queue\n that you want to assign this campaign to. You can also enter\n the name of the queue to narrow the available options in\n the list. When you assign a campaign to a queue, the\n campaign is not limited to the queues hours of operation.\n\n2. Click **Save**. The new campaign is saved and returns to the campaign\n manager page."]]