Campaigns

Buzzeasy's Campaigns feature is a structured tool for outbound calls, offering three modes: preview, predictive, and callback. Each campaign has its own queue settings and channel identifier.

  • In preview mode, agents initiate the call and can choose to accept or reject the call attempt.
  • In predictive mode, the system automatically dials based on agent performance patterns and various configurations (see below). Agents only receive live calls, they have no control over which customer they handle.
  • In callback mode, the campaign is serving callback requests from connected channels.

Creating a campaign

To start creating a campaign, navigate to the Buzzeasy portal > Voice > Campaigns and click the Create button.

You will be presented with a guided process in a modal window.

Details tab

  • Provide a name for your campaign. Ensure the name is easily understood as the queue created for the campaign will inherit it, showing up in the reporting data.

  • Set the campaign type. Currently this can be Preview, Callback or Predictive, depending on the purpose of the campaign.

  • Select a business unit. You may select no business unit if your contact center does not need business units. Business units are used for filtering purposes as well as routing. When queuing records, the business unit will be taken into consideration and only agents within the selected business unit will be counted as logged in. In effect, agents without the selected business unit will not receive campaign tasks from this campaign.

Configuration tab

  • Select a channel for outbound calls: This channel will be used to dial the customer, it needs to be created beforehand. However, only the phone number property of the channel is used.

  • Select an announcement bundle: This is used to stream the confirmation message to the customer if they opt-in for a callback targeting this campaign.

  • Limit campaign record reschedules: Control the amount of times any agent can reschedule a particular record. Once the limit is reached, it cannot be reset and the only option is to complete the record.

  • Additional fields for the CSV: This allows you to add custom fields to the CSV file. They will be displayed in the campaign list and presented to the agent as well.

Preview details tab

  • Auto-accept campaign tasks for agents: When enabled, this feature sets a configurable timer, after which the task is accepted and the outbound call is automatically initiated – first to the agent. If the agent fails to answer the call, they are moved to RONA break.

  • Auto-close campaign tasks: When this is enabled, the campaign task will automatically terminate after the customer is called once the specified timer elapses. The agent task, or workitem, will enter the wrap up state. Setting a very low timer on this functionality will not allow the agent to perform any post-call actions on the campaign record itself, such as reschedule.

  • Limit task dial attempts: Controls the amount of times an agent can dial a record in the context of a task. This counter resets if the task is sent back into the queue through reschedule.This counter is not a per phone number counter.

  • Agents can cancel campaign records: Controls agent task behavior. In some circumstances, agents should be able to cancel records without the punishment of a RONA break, enable this feature to allow agents to cancel campaign tasks without being moved to RONA break.

Note

For predictive campaigns, these preview functions apply to campaign records for which the system falls back to preview dialing mode, such as for nuisance calls or those having been rescheduled by agents.

Predictive details tab

When the campaign is of predictive type, the following options are available.

  • Allowed nuisance percentage: This is the percentage of connected outbound calls that the system fails to assign to an agent, compared to the total. While avoiding this is ideal, setting the percentage too low can make the system overly cautious, reducing campaign performance. On the other hand, setting it too high improves performance but leads to more frustrated customers who are called without reaching an agent.

  • Target agent busy percentage: This measures the proportion of agents occupied with tasks from this campaign and other queues they are qualified to handle, compared to the total number of available qualified agents. This setting helps balance agent capacity across multiple queues, supporting flexible task allocation and improved agent utilization.

  • Anticipated task handling time: This setting is used during the initial phase of a campaign when the predictive algorithm lacks sufficient data. It helps estimate how long tasks are expected to take until the system gathers enough statistical information.

Note

Predictive calls connected to a customer but without an available agent are placed in the campaign queue to await agent availability. When the queue uses SLA-based task prioritization, the SLA Threshold setting in the Queue Properties also impacts the predictive algorithm.

Callback tab

The following functionalities are available for callback campaigns.

  • Register abandoned calls as callbacks: Turn this on to convert abandoned calls from the queue to which this campaign is associated to into callback tasks. Multiple queues can target the same campaign, if this is a concern, we recommend creating separate campaigns. If the customer already has a record in any incomplete state, then the callback will not be registered to avoid duplicates.

  • Offer to use alternative numbers: Provides the option for customers to specify a different phone number to be called back on when opting in for a callback. Special announcement files are required. See the announcements section for more details. Country codes can be added to offer validation. If this field is empty, validation is skipped.

  • Enable voicemail for callbacks: When set, customers opting to schedule a callback in a related channel will hear a specific callback offer announcement (voicemail.wav) that you will need to upload to the relevant Announcement bundle, and that should contain instructions on recording the voicemail message that gets attached to the callback request, so agents can listen to it before launching the callback call. To finish recording their voicemail message, callers need to press the DTMF key they used when opting in to leave a callback, or just hang up.

Queue properties tab

Queue properties define your campaign queue, serving as a virtual queue and eliminating the need for a separate workflow in your campaign. Campaigns simply require a queue to distribute tasks to agents.

  • Routing Mode: Choose between automatic and manual routing. In automatic mode, tasks are automatically assigned to agents, whereas in manual mode, agents select tasks from the agent performance dashboard. Predictive campaigns can not be set to manual routing mode.

  • SLA Threshold: Enable SLA-based task prioritization to optimize agent blending across multiple queues. For predictive campaigns, balance the setting carefully—too high raises nuisance rates and decrease campaign performance, too low leaves other queues under-resourced.

  • Preferred Agent Timeout:

    • Determines the time the system waits for a specific agent to accept a rescheduled task that is assigned only to them.
    • If deactivated, the system waits indefinitely.
    • If activated and the time limit is exceeded, the task becomes available for any agent.
    • The timeout begins when the agent's specified reschedule time is reached. For instance, if an agent reschedules a task for today at 10:30 AM, the system starts searching for that agent at 10:30 AM. If the agent doesn't accept the task within the set timeout (e.g., 10 minutes), it becomes available to other agents at 10:40 AM.

  • Agent Workspace: Assign an existing workspace to the queue to enable scripting, completion codes, and other functionalities for campaign tasks.

  • Attribute Requirements: Define the attributes that agents must have to receive or select tasks from this queue.

Business hours tab

In the Business hours tab you may configure your timezone and operational hours of your campaign. Additionally you may add holidays and exceptions.

Completion codes tab

Add completion codes for your campaign. These codes will be used only if no agent workspace containing completion codes was set in the queue properties tab.

Edit or delete an existing campaign

To edit an existing campaign, navigate to Campaigns 2.0 > Select the campaign you wish to edit.

You can download a CSV template that you can populate with customer records and Upload it.

Additionally, you can manage your contact records and view their current status.

To edit the details of a campaign, click the Details button.

Here you may change the Campaign details, excluding the Campaign type. The Queue properties, excluding the routing mode, Business hours and completion codes. Additionally you may start, stop or delete the campaign.

Tip

You may not edit campaign details or delete a campaign while it is running, you must stop it first. Campaigns having records processing cannot be stopped.

Idling campaigns stop automatically

Idling campaigns are defined as running while their records are not being scheduled for a set amount of time:

  • Preview and Predictive campaigns stop if none of their records are activated for 7 days.
  • Callback campaigns stop if none of their records are activated for 30 days.

Configure callback

After creating a callback campaign, you now have to specify where this callback campaign is referenced.

To enable callback for a particular voice queue, navigate to the workflow containing your desired queue.

Select or create a queue treatment containing the "Offer Callback" step. Now select the already created callback campaign.

A new output will be displayed, called Callback requested. Pair this output with the Schedule callback node and set the Registered output to end conversation.

Your callback offering is now set. Your customers requesting a callback through the queue will have their requests automatically added to the target campaign.

Additionally, if a callback campaign has the schedule abandoned calls as callbacks, it will automatically enable this feature for any queue it is associated with.

Duplicate detection

Buzzeasy offers two duplicate detection solutions. Find these options in the Configuration > Voice section of the portal.

Campaign level duplicate detection

When configured, the duplicate detection is set on a campaign level, meaning that customers already having a callback offer on that campaign, will no longer hear the callback offer. However, they may call in through a different queue and request more callbacks there, or reach an agent.

Additionally, an administrator may enable the Delete callback on customer connect toggle, in which case, all callbacks from all campaigns that use the same channel as the one from which the customer is connecting with an agent, will be cancelled.

Tenant level duplicate detection

When configured, the system will take into consideration ALL campaigns when offering a callback to the customers, if they already have a pending callback registration, they will not be offered another callback opportunity in any other queue.

Additionally, an administrator may enable the Delete callback on customer connect flag. When turned on, this will automatically cancel any pending callback request if the customer reaches an agent, either through a different queue or the agent manually dials the customer.

Campaign contact records

When a user selects a campaign, the campaign's contact records are shown by default.

Available columns in contact records

  • Creation Time: Indicates the time when the record was initially created.
  • First Name: The first name of the contact.
  • Last Name: The last name of the contact.
  • Status: Current status of the record (explained below).
  • Created By: The username of the individual who uploaded the records, scheduled them, or marked as 'Customer' if a customer requested a callback. Other system-generated values may also appear.
  • Preferred Agent: Shows the agent name if they requested an "Only Me" reschedule. Clickable to view agent details. Defaults to 'Anyone' if not specified.
  • Last Handling Agent: Shows the last agent who interacted with the record. Clickable for more details.
  • Phone: The primary contact number. Hovering reveals all associated phone numbers.
  • Action (also available in bulk via the Selection Mode option):
    • Edit: Supervisors can alter the schedule time or preferred agent. Only available if the record status is Newly Added or Rescheduled.
    • Cancel: Supervisors can cancel a record. Applicable for Newly Added, Rescheduled, or Processing statuses. Not available if an agent is currently handling the record.
    • Playback: When enabled, Supervisors can play back voicemail messages left by customers in their callback requests while waiting in a queue.

Status definitions

Status Description Will be processed
Newly Added The record is unprocessed and can be cancelled. Yes
Processing The record is either in the queue or being processed by an agent. Yes
Completed The task has been handled and completed by an agent. No
Cancelled Manually cancelled by a portal user. The campaign record is not going to be processed further. No
Cancelled by Agent The agent cancelled the campaign task, and provided wrapup information for it. The task is closed. No
Auto Cancelled Automatically cancelled due to duplicate detection when the customer is already connected with an agent through a different path. No
Postponed The agent postponed the processing of the campaign task. Yes
Rescheduled The agent has rescheduled the campaign task. Yes
Failed The record failed due to a timeout or technical error. No
Unsuccessful The agent tried to contact the customer, but the customer didn't connect, and no further attempts were made. Note: A voicemail is considered a connection, but a busy tone is not. No

Record processing rules

Campaigns of all types adhere to identical processing guidelines. Every 2 minutes, the system assesses the quantity of skilled agents currently logged in, a process termed the adjustment period. This evaluation also occurs at the initiation of the campaign.

Subsequently, the system maintains the number of records in the processing state at a level equivalent to 110% of the skilled logged-in agents. This continues uninterrupted until the cessation of the campaign. It's important to note that this rule is applied to each campaign on an individual basis.

Note

If the calculation does not return an exact number, the system will automatically round up. For example, there are 23 skilled logged in agents, 110% of 23 is 25.3, the system will round up to 26 and ensure there always are 26 records in processing state until the campaign is stopped or the number of agents changes.

Upload records

Campaign records can be easily uploaded into a campaign.

First, download the CSV template clicking the Template button for a particular campaign. Please note that while additional fields are entirely configurable, the CSV template may be different for each campaign. In this documentation we assume there are no additional fields added.

The required format is UTF-8, keep in mind some editors such as Microsoft Excel may use a different encoding by default resulting in uninterpreted characters. We recommend using text-based editors such as notepad or notepad++ to correct the encoding.

Template format: FirstName,LastName,PhoneNumber,PhoneTag,AdditionalPhone-1,AdditionalPhoneTag-1,AdditionalPhone-2,AdditionalPhoneTag-2,AdditionalPhone-3,AdditionalPhoneTag-3

First name represents the First name of the record. (optional) Last name represents the last name of the record. (optional) Phone number represents the primary phone number of the record. (mandatory) Phone tag represents a custom free-text to describe what this number is for (eg. Secretary's number) (optional) AdditionalPhone-1 represents an extra phone number (optional) the agent will be able to select in their user interface before dialing or redialing. AdditionalPhoneTag-1 represents the tag for the additional phone 1.

Up to 10 additional phone & phone tags can be added following the template format.

Once you populated your file, upload it to the portal by clicking the Upload button, now, start the campaign and the records will be processed.