Managing Campaigns

In a call center, campaigns refer to targeted initiatives or projects designed to achieve buisness goals through outbound calling or other communication methods. Certain key aspects of campaigns include:

• Campaign Objectives: Each campaign has a clear and well-defined objective. For example, an earthquake energency appeal campaign may aim to raise donations for a sudden earthquake.

• Target Audience: Call center campaigns target specific groups of individuals based on demographics, behavior, or other criteria relevant to the campaign's purpose. For example, a customer feedback survey campaign may target recent customers to gather their opinions and experiences.

In Engage, agents, grouped together in teams, can work under various campaigns.

tip

Call center managers have access to view and manage all campaigns.

1. Click Communications in the top menu bar and then Call Center in the quick navigation section to view the Call Center screen.

2. On the Call Center screen, click the three(...) dots and select Manage Teams and Campaigns. The Campaigns tab shows a list of all existing active campaigns with defined parameters.

Parameters	Description
Reference	Unique identification number of each campaign.
Name	Name of the campaign.
Created By	User who created the campaign.
Status	Current condition of the campaign.
First Call On	Date on which the first call was made.
Last Call On	Date on which the last call was made.
Total	Total number of calls made under a campaign.
Fresh	Number of new calls made under a campaign.
In Progress	Number of calls in progress.