The Campaigns Section allows the creation and management of Campaigns.
Campaigns are the only way that a completed and Published Workflow can be delivered to an agent to let them process a record, and as such are a vital part of the process of using Agent Guidance.
Campaigns may be created either directly in this Section for internally-defined Campaigns, or through External Links for externally-defined Campaigns. In either case, the Campaigns are configured and managed in this Section.
Selected Workflow
The selected Workflow that you are currently managing the Campaigns for. The selected Workflow can be changed by clicking here.
This icon is displayed next to any Campaign defined through an Integration via External Links. The Campaign's configuration will still be viewable, but only certain options will still be configurable.
Determines whether or not the Campaign allows pop attempts that don't specify a Reference, and (if the Visible on Agent Desktop setting is enabled) determines whether the agent is able to create a new record from the Campaign's entry on the Desktop.
If enabled, the maximum preview duration for a manually-launched record can then be specified, as well as the action to be taken upon the timer expiring. When the agent previews a record before calling, the preview timer will be displayed and countdown to zero, at which point the configured action will occur.
External Campaigns can't make use of the Preview Timer functionality.
Determines whether or not the record preview view is displayed to the agent when launching the Campaign from the Desktop. If enabled, then the agent will be delivered directly into a new record when selecting an item in the Campaign list.
If this option is selected, then Workflows will always start from the Start Page (excluding transferred Workflows). For example: if an agent re-launches a record with this setting enabled, it won't resume from the previously reached Page.
Groups with access to the Campaign can be defined here. A Group may have access to multiple Campaigns, and multiple Groups may have access to a Campaign. The System Group will always have permission to all Campaigns. Members of assigned Groups will be able to launch and receive records for the configured Campaign, as well as receive Transfers or Reschedules for the Campaign.
If the current User has been assigned the Reporting licence part, then any configured and linked Report Schedules will be displayed in this list. This list can be filtered by the Report Schedule's' current status by clicking the button at the top-right corner, the Report Schedule can be directly run or paused/resumed by clicking the triple-stacked dots at the right of the entry, or the Report Schedule can be managed by clicking on its name to go to it in the Reporting Scheduler Module.
