Working with Campaigns

Campaigns are used to perform structured outbound conversations. When setting them up, supervisors create a list of campaign records. The system generates campaign tasks for these records and sends them to available and skilled agents.

Campaigns are available for the voice media.

Preview campaigns

Even though campaign tasks are generated and assigned to you by the system, when you work on preview campaign tasks, then – depending on settings your supervisors configured – you can preview the customer and their task history before you initiate the outbound call.

Information in this article is also available in the Buzzeasy Academy videos below:

Working with preview campaign tasks

In case your attributes qualify you, and your agent state is Available, you can receive preview campaign tasks.

Similar to other tasks, these can arrive automated or manual. Manual tasks need you to actively pick them from the Waiting Tasks tab of the Dashboard.

A preview campaign task opens a Campaign section in the work area, where it provides you the option to start the outbound call process or reject the task. You also see the Customer Details panel to check the customer.

The campaign task section remains available until you close it at the end of your customer engagement.

Auto-accept timer

Supervisors can set a time limit for accepting or declining a preview campaign task. This will be indicated by a countdown timer displayed on the campaign task panel.

Note

In case the auto-accept timer reaches zero, the task will be accepted on your behalf and the dial process starts automatically. Please be mindful of the Buzzeasy Agent browser page when working with campaigns.

Rejecting a preview campaign task and going to RONA

While reviewing the customer and their task history, you can decide not to talk to them for now.

Upon receiving the campaign task, review the customer's task history.
Click the Reject in the campaign task section of the work area.

The campaign task is taken back to its queue and your agent state is changed to RONA break. This is the same state the system selects when you fail to answer the agent call leg of any voice call.

Cancelling a preview campaign task

Supervisors can allow the cancellation of campaign tasks. In contrast to rejection, cancellation is an implicit acceptance and immediate closure of the task, without starting the conversation with the corresponding customer.

Upon receiving the campaign task, review the customer's task history.
Click Cancel & close button. The task goes into its Wrap-up state.
Perform task closure activities in the Task Manager section of the work area.

Accepting a preview campaign task

In the campaign task section of the work area, click the radio button next to the phone number you wish to use to dial the customer.
Click the Accept & Call button.
As usual, Buzzeasy dials you first. Please answer this call so the customer call leg can be initiated.

For WebRTC-enabled agents this call could be configured to be auto-answered on your behalf.
Talk to the customer.

In addition to teh Preview Campaign section, the work area will also display the voice call section with the customary call control buttons.

You are free to perform any of the standard collaboration activities like call transfers, conferences, etc.

Task dial attempt limits

Supervisors can set a limit to the number of times you can dial the customer in a campaign task.

In such cases Buzzeasy shows you a Dial Attempts: count/limit property in the campaign task section of the work area. The "count" figure represents the dial attempts already made against the "limit".

A warning shows up while your last dial attempt is launching, and the Call customer option becomes unavailable afterwards.

Note that rescheduling a task resets the dial attempts. Thus you can expand the task dial attempt limits up to the extent of the reschedule limits.

Rescheduling the preview campaign task

Before accepting the task, whilst communicating with the customer and even in the task wrap-up phase, you may choose to defer the campaign task to a subsequent time. This feature is particularly beneficial for protracted business scenarios that require follow-up calls with the customer.

Rescheduling means the same task (designating the same customer record) is going to be re-queued at the time of your selection in the future.

Enable the Reschedule toggle switch in the campaign task section of the work area. This opens up the date selector.
Click the Select date date selector field.
Select the preferred reschedule date and time you agreed upon with the customer.
Decide whether the callback campaign task could be processed by Anyone of the qualified agents available at the designated time, or whether it must be limited to yourself only (Myself).
Depending on which phase of the campaign task did you decide to reschedule, click the Reject & Reschedule or Mark as Complete & Reschedule button.

The reschedule request is not saved right away, it is filed when the campaign task is closed.

Reschedule limit

Your supervisors can impose a limit on the number of times a campaign record – whether preview or predictive – can be rescheduled.

When configured, the work area displays the Remaining count/limit property next to the Reschedule button, where the "count" figure is the number of reschedule attempts already made against the "limit".

When the limit is reached, a warning shows up and the Reschedule option becomes unavailable.

Completing the outbound call

When your voice call ends with the customer, the Campaign section remains open for you to be able to schedule a callback or even to redial the customer immediately. Would you like to close it instead, you can do that too.

Click the Mark as Complete button to finish the campaign task. It enters the wrap-up state.
Perform the usual task wrap-up activities.

Auto-close timer

If configured by supervisors, there will be a specific time limit within which you must decide whether to complete, reschedule or redial the campaign task. This time limit is indicated by a countdown timer displayed on the campaign task panel towards the end of your voice call.

When the auto-close timer reaches zero, the campaign task enters the wrap-up state.

You can now perform the usual task wrap-up activities.

Note

In case your supervisors configured a wrap-up timer too and that expires as well, then your agent state becomes Available making you free to receive new tasks. Please be mindful of the Buzzeasy Agent browser page when working with campaigns.

Redialing the customer

After concluding the call, you may attempt to contact the customer again through redialing. This is useful in the event you identify further business matters that need to be addressed as part of the same campaign task.

Finish the voice call with the customer.
Select the phone number you would like to use to reach the customer this time.
Click the Call customer button, to launch another outbound call to the same customer within the same campaign task.

Predictive campaigns

The tasks you receive from predictive campaigns already have a customer connected – the outbound call is launched by the system automatically, anticipating agents will be free to take them by the time the customer picks it up.

Note that the system can decide to fall back to preview dialing mode for certain conversations in a predictive campaign, for example due to them becoming a nuisance call, or when agents reschedule them, etc. Because of this, you might be getting preview campaign tasks even if you only work in predictive campaigns.

Working with predictive campaigns

In case your attributes qualify you, and your agent state is Available, you can receive predictive campaign tasks. These however arrive automatically and are accepted on your behalf.

These tasks arrive with the call already ringing for you.

A predictive campaign task opens a Campaign section in the work area, where you can reschedule it. You also see the Customer Details panel with their task history.

The campaign task section remains available until you close it at the end of your customer engagement.

Rescheduling the predictive campaign task

You may choose to defer the campaign task to a subsequent time whilst communicating with the customer or in the task wrap-up phase. This feature is particularly beneficial for protracted business scenarios that require follow-up calls with the customer.

Rescheduling means the same task (designating the same customer record) is going to be re-queued at the time of your selection in the future. The rescheduled call will be processed in preview mode.

Enable the Reschedule toggle switch in the campaign task section of the work area. This opens up the date selector.
Click the Select date date selector field.
Select the preferred reschedule date and time you agreed upon with the customer.
Decide whether the callback campaign task could be processed by Anyone of the qualified agents available at the designated time, or whether it must be limited to yourself only (Myself).
As soon as you specified all of the above, the reschedule request is cached, and a confirmation text shows up next to the date selector fields. It will actually be filed when the campaign task is closed.

Note

Supervisors can impose a limit on the number of times a campaign record can be rescheduled, as described in the preview callback reschedule limit section above.