Campaigns

A campaign is a central concept that allows you to manage customer interactions through one or more channels. It includes at least one channel to receive and create interactions by the agents, such as phone, email, chat, or social media. A campaign also has members, which are the agents that have been added to the campaign.

Campaigns are designed to centralize specific business logic, such as a support campaign that handles customer support requests, or a sales campaign that manages customer leads. For example, the campaign can include dialers used to remind clients of upcoming events or bots, used to answer frequently asked questions or collect information.

By centralizing all these elements within a campaign, it becomes easy to analyze Contact Center metrics, agent performance and customer satisfaction.

Dispositions

Dispositions are used to categorize and track the outcome of customer interactions. This is an example of typical dispositions: Resolved, Transferred, Voicemail and No answer. Dispositions can be either system-wide, which are available across all campaigns or specific to a particular campaign.

When an agent finishes an interaction, they will be prompted to select a disposition that best describes the outcome of the interaction. This allows supervisors and managers to track the performance of the Contact Center, identify areas for improvement, and measure the effectiveness of different agents.

Dispositions can also be used to trigger specific actions within the Contact Center. For example, if an agent selects "resolved" as the disposition, the customer's account may be marked as "closed" and the agent may be prompted to schedule a follow-up call.

In the uContact platform, it can be used two or three-level dispotion structure, which allows for more granular and accurate tracking of customer interactions. Each level of disposition provides more detailed information about the interaction.

Strategies

When a customer contacts the Contact Center, their interaction is placed in the incoming queue. The queue is managed by a routing system that uses distribution strategies to determine which agent will handle the interaction. The agent who is best equipped to handle the interaction, based on the chosen strategy, will then be connected with the customer.

Examples of typical queue strategies include:

• Round Robin: Interactions are distributed to agents in a sequential order. Once an agent becomes available, the next interaction in the queue is routed to them.

• Least Recent: Interactions are distributed to the agent who has handled the fewest interactions recently.

• Fewest Calls: Interactions are distributed to the agent who has handled the fewest interactions overall.

• Linear:

• Rrmemory:

• Random:

• Wrandom: