Campaigns
Manage campaigns and campaign groups: view active campaigns, create groups, edit campaign parameters, and assign agents to campaigns. Learn how to apply campaign rules and access campaign statistics.
All leads imported from the CRM or uploaded with lead files are assigned to campaigns. The CommPeak support team can help you import leads and create campaigns according to your requirements.
Campaigns are virtual boxes consisting of logical rules. Unlike rules in groups used for filtering leads from campaigns, the rules in the campaign section define calling behavior: which agent should call a lead and what happens after a call.
You can manage campaigns and campaign groups using the Campaigns section under Leads & Campaigns.
Campaigns section in the menu
Viewing Campaigns
To view active campaigns:
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Expand Leads & Campaigns in the main menu and click Campaigns.
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Stay on the Campaigns tab to view active campaigns, or switch to the All Campaigns tab to see all campaigns, including the disabled ones. The campaigns are displayed in groups.
The Campaigns tab
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You can click Expand All to view all groups or click + to expand a specific group. On the displayed page, the campaigns are organized into a table. It has several columns with parameters and buttons that provide access to actions.
The Campaigns table
| Column | Description |
|---|---|
| ID | Each campaign has a unique ID that the system assigns to it. |
| Name | This is a campaign name to identify it quickly. |
| Active | This column indicates whether campaigns are active (green circle) or disabled (red circle). |
| Leads Count | This column shows how many leads are assigned to a given campaign. |
| Currently Available Leads | These are all leads in the campaign available for dialing (not frozen, blacklisted, or out of calling hours, etc.) |
| Statuses | This column shows all statuses in a specific campaign by their colors and the number of leads per status. |
| Actions | There are Frequent and Rare buttons that provide access to actions with campaigns. |
Campaign Groups
You can create campaign groups if you have many campaigns for several brands at the same tenant, different products, etc.
To create a campaign group:
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Navigate to Leads & Campaigns > Campaigns and switch to Campaign Groups. Then click New at the top right of the page. Alternatively, click the Create New Campaign Group button on the Campaigns page.
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Enter the group name and description.
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Click the campaign name in the Available box to add it to the group. To quickly find a group, you can enter its title in the Filter field.
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Add as many campaigns as you wish. Then click Create.
Adding a campaign group
NOTE
- A campaign can belong to one group only.
- There is a group called Campaigns without a group. It contains campaigns that don't belong to any group.
Editing Campaign Parameters
Please take a look at a dedicated article.
Understanding Campaign Rules
Rules in campaigns define how to process the leads once they enter the campaign, depending on their weight and the status they get after the call.
Please see the Understanding Campaign Rules article for a detailed explanation of rules with examples.
Stats by Leads
You can load quick data about the campaign leads. Click Frequent >Stats by leads. For more detailed data, go to Reports.
Viewing stats by leads data
Campaign Agents
You can check if filters work correctly and which agents can call leads from a campaign.
To check which agents can call leads within a campaign:
- Go to the Campaigns menu and click Active Campaigns.
- Click Expand All.
- Find the needed campaign, go to the Actions, and select Users List from Frequent.
This can help if a particular agent or group of agents receive no calls
Viewing campaign agents
Manager Hashtags
Please view a separate article to learn how to create manager hashtags for specific campaigns that agents can apply during calls to keep track of such calls.
Updated 5 days ago