How do I manage campaigns?
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.
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 move or delete calls from your campaign:
- Hover over a missed call and then select the arrow to move this entry to another campaign.
- Hover over a missed call and then select
to remove this entry from your campaign. - Check the boxes next to multiple entries to move or delete them in bulk.
What to do next: Ensure your agents know how to
handle campaign callers. 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 take the calls.