Campaigns

Campaigns are a central concept that allows for the assignment of interactions to agents across different channels. You can create as many campaigns as needed, enabling the specific channels within each. Are you ready to get started?

How to Create a Campaign

Creating a campaign in uContact is straightforward. Here's how to do it:

1. Navigate to the Administrator menu and access the Campaigns module.

2. Once here, click on the "New" button located in the upper right corner.

3. Assign a unique name to the campaign and click the create button. The campaign will be successfully created with default parameters and a 24-hour schedule. However, you can configure different parameters to tailor the campaign to your needs.

Basics

Apart from the name, you can assign a previously created form to the campaign so that agents can use it when receiving interactions.

Schedule

By default, campaigns have a 24-hour operating schedule, meaning they accept interactions and assign them to available agents at all times. However, you can customize this schedule.

• Time zone: Here you can select the campaign's time zone.
• Custom schedule: If enabled, you can set a custom operating schedule for the campaign.

How to Create a Custom Schedule?

Creating a custom schedule for your campaigns is simple! Here's how to do it:

• Each day has a grid representing the time slots. Simply double-click on the desired time slot to create a default 45-minute schedule, which can be extended.
• By default, all days are enabled, but you can disable specific days by clicking on the day label.
• You can create multiple ranges within the same day by repeating the procedure.

How to Extend a Schedule?

• Click and drag from the sides of the selected range to extend the schedule to fit your needs. Alternatively, right-click on the schedule and select "Edit" to input the desired range.

How to Delete a Schedule?

• To delete a schedule, right-click on it and press delete.

How to Copy Schedules?

• You can copy schedules to assign them to other days. Right-click, select copy, then right-click on the target day's grid and choose "Paste".
• You can also copy all schedules from a specific day to another by right-clicking on the grid, selecting "Select all," and then copying.

Tips

Use shortcuts for creating, modifying, and deleting schedules:

• Use Ctrl + C or Cmd + C to copy schedules.
• Use Ctrl + V or Cmd + V to paste schedules.
• Use Ctrl + Z or Cmd + Z to undo changes.
• Use Ctrl + Y or Cmd + Y to redo changes.

Typifications

In uContact, you can create and use global typifications or campaign-specific ones. Here, you can create global typifications, which can be used in all campaigns and channels, provided the channel is selected when creating the typification.

You can create as many typification levels as needed, and these will be specific to this campaign.

How to Create a Typification Level?

• Click the + icon to open a modal for creating a new level.
• Enable the typification and assign a unique name.
• By default, this level will be assigned to all campaign channels, but you can deselect channels by simply clicking on them.

You can also import a list of typifications to create typifications in the system in bulk.

States

You can create custom states that members of the campaign can use.

• Click on the "New" button located in the upper right corner.
• To create a new state, assign a unique name, an icon, and a color (choose from suggested or select your own by clicking the palette icon).

Templates

You can create templates for users to use when handling interactions to improve response times and thus enhance service efficiency. There are two types: text and rich text format templates.

• Text templates are used for SMS, WhatsApp, WebChat, and Messenger. Simply assign a name and the desired text.
• Rich text format templates are used only for email. Assign a name and then add text using formatting options to give substance to the message.

Contacts

You can create contacts for the campaign.

Advanced

There are some advanced options that can be configured.

• You can select the campaigns to transfer, i.e., the list of campaigns that will appear to the user when transferring an interaction from this campaign.
• Additionally, you can assign a quality model to the campaign so that supervisors can evaluate the quality of agent service.

How to Configure a Channel?

To begin using a campaign, it's necessary to have channels configured to create or receive interactions. Depending on the selected channel, the configuration may vary. Adding a channel is straightforward, and here’s how:

1. Go to the Campaigns option in the Administrator menu.
2. You'll see the list of created campaigns. To add a channel, simply click on the channel of that campaign. Once clicked, a pop-up will appear to configure the channel.

Channels

In uContact, campaigns are omnichannel, allowing you to communicate with your customers through various channels: Telephony, SMS, WhatsApp, Email, Instagram, and Messenger.

Telephony

Configuring this channel enables your users to make and receive calls from customers, facilitating direct and effective communication.

General

In this section, you configure parameters related to the channel's operation.

• Enable: Enables or disables the channel to stop receiving interactions.
• Strategy: Defines how interactions are distributed among available users.
• Service Level: Sets a desirable maximum time in seconds for inbound interactions to be handled by a user. The campaign dashboard will show the percentage of interactions meeting this time. Exceeding this time doesn't mean the interaction won't be handled by a user, just that it won't affect the Service Level compliance percentage.
• Max. Interactions: Indicates the maximum number of telephony interactions that can be queued waiting for a user.
• Weight:
• WrapUp: The time in seconds an agent has after finishing an interaction. During this time, they won't receive or create interactions in any campaign.
• Language: The language used when playing audios.
• Survey: If enabled, after ending a call, the customer will be redirected to a satisfaction survey about the service received.
• Record: If enabled, inbound calls to the campaign's internal lines will be recorded.
• Auto-answer: If enabled, once a call is assigned to a user, it will be automatically answered without giving the user the option to handle the call themselves or reject it.

inbound

In this section, configure the channel to receive calls.

• inbound Connector: Select a connector responsible for receiving inbound calls in uContact. If not yet created, it can be created from here by clicking on the + icon.
• inbound Numbers:
• Wait Time: Sets the maximum wait time in seconds an interaction can queue waiting for a user.
• Retry:
• Entry:
• Exit:
• Round in seconds:
• Agent delay:
• Virtual Queue: Allows the customer to disconnect the call and maintain their position in the queue virtually. When it's their turn, the system will automatically call them to connect with a user.
• IVR: Select a previously created IVR that will connect with the customer once the interaction enters the queue.
• Report wait time: If enabled, after assigning the interaction to the user, an audio will indicate the customer's waiting time in the queue.
• Announce wait time: If enabled, while the customer is in the queue waiting to be served, the time spent waiting will be announced.
• Announce position: If enabled, the customer will be informed of their position in the queue.
• Blacklist: If enabled, when the call is received and the client's number is on the blacklist, the call will be automatically disconnected, and it won't be possible to connect with a user.

Sounds

• Frequency of periodic announcement: Sets the frequency in seconds at which the periodic announcement audio will be played.
• Music on hold: Record or upload an audio file for the hold music played while customers are in the queue. Select the language corresponding to the audio and upload one audio for each language.
• After-hours message: Record or upload an audio file for the after-hours message played when a customer calls and the campaign is outside operating hours. Select the language corresponding to the audio and upload one audio for each language.
• Welcome message: Record or upload an audio file for the welcome message played when the interaction enters the queue. Select the language corresponding to the audio and upload one audio for each language.
• Periodic announcement: Record or upload an audio file for the periodic announcement played while the customer is in the queue according to the configured time frequency. Select the language corresponding to the audio and upload one audio for each language.

IMPORTANT

If no audio is selected, default audios will be used.

Outbound

In this section, configure the channel for users to make calls.

• Outbound Connector: Select a connector responsible for making calls. If not yet created, it can be created from here by clicking on the + icon.
• Maximum Time: Sets the maximum time in seconds that the call will ring while waiting for the customer to answer. After this time, the call will be automatically disconnected.
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