Manage campaigns in the supervisor dashboard

Use the campaigns feature in your supervisor dashboard to capture missed calls and manage outbound dialing. Available for Complete only.

Before you begin: You must be set up as a user and be assigned the supervisor role.

Sign in to the desktop or web app.
From Contact Center > Supervisor > Dashboard > Campaigns, you can view the overall performance data for your campaign(s) or select the campaign you want to manage.

Note: When viewing the overview data, an entry is considered handled if the customer answers the call attempt from the agent. An entry is considered not completed if the customer was unresponsive to the agent's contact attempt. Regardless if the customer answered or not, the entry is removed from the list and considered resolved once the agent has answered their phone and attempted to reach the customer. The system will not re-try the contact attempt if the customer does not answer.
To add missed calls to your campaign for an agent to contact:
1. Select + Add callers.
2. From Missed calls, select the missed call(s) you want added.
3. Select + Add to campaign when finished.
Tip: Missed calls can also be added to campaigns via the Callers > Missed Calls tabs on your Supervisor Dashboard.
To add callers from different campaign channels such as CRM's, Marketing Automation platforms, or sales-feeding systems:
1. Select + Add callers.
2. From CSV import, select or drag and drop the desired .CSV file.
  
  Important: Your file must contain a column of valid phone numbers. Only numbers and ( ) + - . will be accepted in the phone number column.
3. Select the checkbox if your file includes column headers in the first row.
4. Select + Add to campaign when finished.
To move or delete calls from your campaign, hover over a missed call, and then select either the arrow to move the entry to another campaign or to remove the entry.

Tip: Check the boxes next to multiple entries to move or delete them in bulk.
To view which calls are currently being contacted by your agents, select Callers > Active call. From there, you can see additional details on the status of each call.
To view and manage the agents assigned to your campaign, select Agents. You can then add/remove agents or use the Actions menu to pause/unpause them, log in/out any currently assigned agent, or monitor their calls.
To stop using the campaign temporarily, select Pause campaign. Select Resume campaign when you are ready.

What to do next: Ensure your agents know how to handle campaign calls. When there are no more calls assigned to the campaign, the status will change from active to inactive. Your campaigns will also become inactive if you are viewing the campaign during closed hours (when a schedule is assigned), or if there are no agents assigned to the campaign to take the calls.

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