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.