Create a campaign

Create campaigns (outbound call queues) to allow agents to return missed calls in a timely manner or reach out to customers with similar needs. Available for Complete only.

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

Sign in to the desktop or web app.
From Contact Center > Campaigns, select + Add campaign.
Enter a name and choose the type of campaign you want to create.

Note: If you chose intelligent call routing, you will need to later add it to your dial plan and verify that skills have been assigned to this campaign's agents.
Select Save.
Open the new campaign to configure its settings.
From Overview, you can edit the name and type of campaign.
From Settings, change the following:
- General: Choose your outbound caller ID preferences and the schedule you want the campaign to run on. The schedule will help the system determine when the campaign is active and calls can be made.
- Agent: Choose agent preferences such as how long to let an agent's phone ring before choosing a new agent to receive the call, wrap up time options, and automatic log out criteria based on if they are unregistered or have missed a call.
  Note: Log out unregistered agents is enabled by default and will automatically log out unregistered agents from the campaign, providing more informative live reports for supervisors. If the setting is disabled, agents will still display as logged into queues on live reports, but they won't actually receive calls while they are logged out of their GoTo instance and they won't have to log in/out of queues manually at the start/end of their shift. Agents may be unregistered if they have logged out of all their instances of GoTo (mobile, desktop, and/or web), or if they have lost connectivity for all their instances of GoTo.
- Caller: Choose the types of phone numbers your agents are allowed to call.
- Recording: Choose your call recording preferences if recording is enabled on your system and what you want to allow agents to do with recordings.
From Supervisors, choose which users you want to assign the supervisor role to for this queue.
From Agents, choose which users you want to assign the agent role to for this queue.
From Logged-In Users, choose which users to log in to this campaign (these users do not have access to the agent tools because they are not assigned the agent role).
Learn how the dispatching will work:
- Our system always tries to dispatch queue calls first, then campaign calls. If there are no callers waiting in the queue(s) that the agent is logged in to, then we will dispatch any active campaign calls.
- With basic campaigns, calls are dispatched randomly among the available agents in the order they appear in the campaign list.
- With ICR campaigns, calls are dispatched to the best scored agent based on intent/skill matches. If multiple agents meet all of the customer selected criteria, then the call will be dispatched randomly among those matching agents. Our system attempts to assign calls in the order they appear in the campaign list, but honors the above criteria first. This means that if there is an agent available that has the matching skill for the intent selected by the 3rd caller, that call will be dispatched before the 2 calls ahead of it while the system continues to wait for an available match to those first 2 calls.

What to do next: Ensure your supervisors know how to manage this feature in the supervisor dashboard and that your agents know how to handle these dispatched calls.

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Create a campaign

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