Agent campaigns ᴺᴱᵂ
Contents
General campaign settings
- Log in to your Voximplant Kit account.
- Go to Administration > Automation > Outbound campaigns.
- Click the Create campaign button and select the Create agent campaign option.
Creating a campaign is not available to users with the Supervisor role.
- On the Settings tab, enter the campaign name. The maximum number of characters is 40.
You cannot edit the setting after the campaign launch.
- Select the region for launching campaign calls. This setting is required if the region where the campaign is launched differs from your current location (determined by your IP address). For example, if you are launching a campaign from your office in the USA but need to call customers in France, you would select the Europe region.
The options for selecting a region vary depending on the account's affiliation: for US accounts — USA, Europe, South America, Singapore; for European accounts — Europe and Kazakhstan; for Russian accounts — Russia and Kazakhstan; for South American accounts — South America; for Kazakh accounts — Kazakhstan and Russia.
You cannot edit the setting after the campaign launch.
- Set the campaign Priority against inbound queues. Available values range from 1 (highest) to 10 (lowest priority).
- In the Max. number of lines field, specify how many calls the campaign can make simultaneously. Once a call on one line is completed (the call is declined, ended, etc.), a call to the next number on the list is initiated. The default value is 10 lines.
After specifying a value, the selected number of phone lines for the campaign is displayed, as well as the total number of lines on your account. Please note that the account lines are occupied by all outbound campaigns in the Scheduled, Ongoing, and Paused statuses.
If there are not enough lines on your account, you can contact the Voximplant Kit team through the feedback form. To do this, click Contact us.
- Configure the campaign Dialing mode.
After launching the campaign, you can change the dialing mode (for campaigns in any status except Completed).
Predictive — the mode is based on statistical analysis of the results of recent dialing attempts. The essence of this mode is that the system knows the average duration of a dialogue between an employee and a customer, the number of agents, dialing time, etc., and makes a call without waiting for an agent to become available. To start dialing in this mode, at least 4 agents must be assigned to the campaign.
Progressive — the mode is based on analyzing the number of available agents. Dialing starts automatically and, in case of a successful connection, the call is directed to an available agent. To start dialing in this mode, at least 1 agent must be assigned to the campaign.
For a predictive campaign, configure one of two parameters that determine the pace of placing calls to agents. Abandon rate — a parameter that determines the speed of initiating calls by adjusting the percentage of abandoned calls. This parameter helps regulate how quickly calls should be initiated while not exceeding a specified percentage of abandoned calls. The minimum value is 1%, and the maximum is 99%. OR Busy factor — a parameter that defines the target level of agent occupancy (min. — 1%, max. — 99%).
For a progressive campaign, configure the Workload distribution factor that determines how many calls the system can start based on the number of idle agents. The minimum value is 1.0, the maximum is 25.0 (for campaigns with more than 20 agents, the maximum value is 100). The factor value can be either an integer or a fraction. If the calculation results in a fractional number of calls, the final value is rounded according to standard mathematical rules.
Example 1
There is 1 agent with a Workload distribution factor of 3 in your campaign. Calculation: 1*3 = 3. Result: the system can start 3 campaign calls simultaneously.
There is 1 agent with a Workload distribution factor of 1.5 in your campaign. Calculation: 1*1.5 = 1.5 (rounded to 2). Result: the system can start 2 campaign calls simultaneously.
Example 2
There are 12 agents with a Workload distribution factor of 1.6 in your campaign. Calculation: 12*1.6 = 19.2 (rounded to 19). Result: the system can start 19 campaign calls simultaneously for 12 idle agents.
There are 12 agents with a Workload distribution factor of 1.7 in your campaign. Calculation: 12*1.7 = 20.4 (rounded to 20). Result: the system can start 20 campaign calls simultaneously for 12 idle agents.
The calculations are only applicable if all campaign agents are idle (in the Ready status).
- In progressive dialing mode, the Call routing section is available.
If the contact list includes an Agent email for a contact, this contact is considered personal. If the field is empty, the contact is considered shared and is processed according to the standard campaign rules.
If Strict mode is enabled, the system starts the call only when the personal agent is in the Ready status. In all other cases, the call is not started, and the contact remains in the contact list until this agent becomes available to take the call.
If Strict mode is disabled, personal contacts participate in dialing together with shared contacts within the current round. A round is a group of calls that the system starts simultaneously. The system selects contacts for the round based on the Workload distribution factor, the number of agents in the Ready status, and contact priority.
If the personal agent cannot take the call at the moment, for example because they are already handling another call or are not yet in the Ready status, this contact may not be included in the current round. In this case, the contact remains in the contact list and participates in the following rounds.
For details on call distribution logic, rounds, and personal contacts, see the Personal agent section.
The Strict mode setting is disabled by default and remains available after the campaign launch.
Set the Call processing settings:
- Enable the Agents can assign a follow-up call to themselves switch so that the Assign callback to self checkbox displays for the Callback wrap-up code.
If an agent leaves the checkbox enabled, the system assigns the callback to this agent and marks the contact as personal for this agent. After that, further processing of this contact depends on the personal agent logic configured for the campaign. For details, see the Personal agent section.
If an agent clears the checkbox, the contact is considered shared and the callback is processed according to the standard campaign rules.
This setting is available for progressive campaigns only, is enabled by default, and remains available after the campaign launch.
- Enable the Agents can decline external calls switch to allow agents to decline external calls.
- Enable the Agents can end external calls switch to allow agents to end external calls.
- Enable the Auto-answer calls switch to enable automatic connection of agents to customers.
- Enable the Voicemail detection switch if you want to determine whether a live person or voicemail answered the call. Select the Voicemail detection model from the drop-down list.
The following voicemail detection models are currently available:
Brazil
Chile
Colombia
Kazakhstan
Spain
Europe
Mexico
Mexico (experimental_vm)
Peru
Philippines
Russia
Russia (experimental_vm)
Russia (experimental_human)
Russia (experimental_contact)
Russia (experimental_autoinformer) — an experimental model. It works like Russia and Russia (experimental_vm), but splits voicemail into MIMIC and AUTOINFORMER. MIMIC is an answering machine that imitates a live person: a synthesized or pre-recorded voice, often with background noise. AUTOINFORMER is a pre-recorded service message. The model does not treat it as an answering machine, for example: "Hello, this call is being recorded, we will connect you to an employee shortly."
USA
If your country is not on the list and you need the voicemail/answering machine detection feature, please contact support.
- Configure the maximum detection time and define what to do with the call if the system fails to detect whether it reached a live person or voicemail. If you select Route to agent, the call is routed to a campaign agent; if you choose the End call option, the call is terminated.
- Enable the Audio recording for customer waiting for agent switch to set an audio recording to be played to a customer while waiting for an agent. Select a recording from the drop-down list or upload a file from your PC. When disabled, a customer waits for an agent in silence.
- Enable the Outbound call recording switch if you want the system to notify a customer that their call is being recorded.
Select the notification type: text-to-speech, audio record, or no notification.
Specify how long the recording is available in the call history section.
Enable the After service time limit switch if you want to limit the time agents spend on post-call activities required after they end the phone conversation, including recording data and marking the call outcome. When this time is up, the agent’s status changes from After service to Ready.
Enable the Use conversation script setting so that the selected conversation script opens automatically for agents when they handle calls within this campaign. The Conversation scripts feature is not available by default. To enable it, contact us.
- Enable the Use wrap-up codes set switch to select a wrap-up codes set that agents can use to label call outcomes within the campaign. Select a wrap-up codes set from the dropdown list.
If the selected wrap-up codes set contains the Add to DNC list wrap-up code, the system prompts you to bind a DNC list. Calls to all contact numbers in the DNC list (not just the number being called) are automatically blocked by the system.
- Enable the Use tags switch to allow campaign agents to use tags for classifying calls. Campaign agents can use any tags added in the General CC settings.
- Enable the Use topic set switch to allow campaign agents to use a topic set for classifying calls. Select a topic set from the dropdown list.
An agent campaign can only have one topic set assigned. The assigned topic set is then available for the campaign agents in their Workspace. When you select another set, it automatically replaces the previous one.
- If necessary, bind DNC lists to the campaign. The campaign will not attempt to dial numbers that are on the list. Note that the DNC list you linked in the wrap-up codes settings is added automatically.
Global DNC lists, if any, automatically apply to all outbound calls in Voximplant Kit.
Adding Caller IDs and configuring dialing strategy
- Go to the Strategy tab.
- Click the Add Caller ID button to add one or several Caller IDs the campaign will use for outbound calls. When several numbers are selected, the system automatically rotates the pool of numbers and uses them as outbound Caller IDs in random order. This helps improve the contact rate of your database.
- In the sidebar, select the required Caller IDs from the list. You can choose either Internal (own and rented) or SIP numbers. You can select ONLY external or ONLY SIP numbers.
The maximum number of Caller IDs is 500. To use a Caller ID in a campaign, linking it to an incoming scenario is not required.
If all selected Caller IDs expire during the campaign, the campaign will change the status to Suspended.
- Click Save to add the selected Caller IDs to the campaign.
To add new Caller IDs or remove already added ones, click the Add button again, make changes, and save.
- In the Automatic outbound number selection setting, select one of the following options:
Randomly — the system automatically selects a number from the list of account numbers linked to the campaign. This option is selected by default.
By routing rules — the system automatically selects a number from the list of account numbers linked to the campaign depending on whether the dialed number matches one of the routing rules in the selected set. For example, you can configure the campaign so that Russian outbound numbers are used only for calls to Russian phone numbers, while Brazilian outbound numbers are used only for calls to Brazilian phone numbers. If the dialed number does not match any routing rule, the system uses the Default Caller ID.
If you selected By routing rules, in the Routing rules set field select a previously created routing rules set.
In the Default Caller ID field, select one of the numbers added to the Caller IDs list. The outbound call is made from the default Caller ID if the dialed number does not match any routing rule in the selected set.
If there are no routing rules sets in the account yet, create one in the Routing rules section.
If there is only one routing rules set in the account, it is selected in the Routing rules set field automatically. If only one number is selected in the Caller IDs list, it is selected in the Default Caller ID field automatically.
- Set the campaign schedule. Campaign calls are made according to the timezone of each subscriber on the contact list (local time is calculated based on the Timezone parameter in the contact list).
Enable the Start date switch to select the date and time when the campaign should start calling customers. When disabled, dialing begins immediately after the campaign is launched.
You cannot edit the start date after the campaign launch.
Enable the End date switch to select the date and time when the campaign should stop calling customers. When disabled, the campaign keeps on placing calls until it reaches the limit of attempts on each phone number.
The End date must be later than the Start date.
Enable the Working hours switch to select the time during which the campaign should make calls. If you disable the switch, the campaign calls customers 24/7.
You cannot edit the working hours after the campaign launch.
- In the Dialing strategy section, configure how the system should dial phone numbers of campaign contacts:
Click Add and add phone number types, such as mobile or home. You can add the same phone number type more than once in different positions in the sequence. Each position has its own number of attempts, interval, and dialing time. The maximum number of phone numbers in the sequence is 14, and the minimum is 1. If necessary, you can edit or delete the added phone number types. For that, select the corresponding Action menu option for the required phone number type.
Set the dialing sequence for phone number types. The order of dialing a phone number is determined by its position in the list. Dialing starts with the first number and ends with the last. Drag and drop numbers to configure the required dialing order. Dialing of numbers is sequential — the system first makes all attempts for the first number, then all attempts for the second number, and so on until the last one. If one of the phone numbers is missing for a contact, that number is skipped, and dialing automatically moves to the next phone number in order. Skipping a contact's phone number does not count as a dialing attempt and is not included in reports.
Specify the dialing time for each phone number (from 1 to 60 sec, 40 sec by default).
Set the number of dialing attempts for each number and intervals between attempts (from 1 minute to 168 hours / 7 days). By default, the system makes one dialing attempt per number. You can increase the number of attempts per number up to 140. The total number of attempts across all numbers cannot exceed 140. The interval between attempts starts counting from the end of the previous attempt.
If an agent selects the Callback wrap-up code on the last available dialing attempt, the system creates an additional attempt for the contact. If the contact still has scheduled attempts remaining, an additional attempt is not created.
After the campaign launch, changes to the number of dialing attempts apply only to new contacts. You can edit the number of attempts, interval, and dialing time for each added phone number. You cannot add or delete phone number types, edit their names, or change their order in the dialing plan.
Example: To try each number once and then call the mobile number again, add them to the sequence like this: mobile — 1 attempt, work — 1 attempt, mobile again — 1 attempt. The campaign calls the mobile number, then the work number, then the mobile number again.
You can give one number more attempts than the others. For example, 100 attempts for mobile and 40 for work. The total number of attempts across all numbers cannot exceed 140.
Enable the Retry attempts have higher priority switch to determine which contacts the campaign should call first according to the strategy. When you enable the switch, the campaign first calls contacts that have already been attempted (retry attempts). Disable the setting to prioritize contacts that have not yet been attempted (initial attempts). The system selects which contacts to call as follows: first, contacts are chosen based on the priority set in the contact list (if available), and then the contacts are sorted according to the chosen strategy (the system first calls contacts with the highest priority and initial OR retry attempts). For a detailed example of how contacts are distributed during dialing, go to this article.
Once you launch the campaign, you cannot change the setting.
Personal agent
A personal agent helps assign a contact to a specific employee. This is useful when a customer already works with a particular manager, an agent assigns a follow-up call to themselves, or the same specialist should continue handling the customer.
For example, you can use a personal agent for VIP customers, regular customers, personal managers, follow-up calls, or deals already handled by a specific employee. In this case, the campaign takes the assigned agent into account when distributing calls and helps maintain communication continuity with the customer.
If the contact list specifies an Agent email for a contact, this contact is considered personal. If the Agent email field is empty, the contact is considered shared.
After uploading the contact list, the system maps the personal agent's email to a Voximplant Kit user and checks that this user is active and unblocked. Contact priority is determined by the contact list data: the system first considers priority, and when priorities are equal, the time when the contact was added. Personal and shared contacts with the same priority are processed equally.
Dialing round
The size of a round depends on the Workload distribution factor and the number of agents in the Ready status.
Formula:
Number of calls in a round = Workload distribution factor × number of agents in the Ready status
For example, if the workload distribution factor is 3 and 2 agents are in the Ready status, the system can start up to 6 calls simultaneously.
If the current round includes both personal and shared contacts, the system first considers contact priority and then selects contacts based on available slots.
How distribution works
If a contact does not have a personal agent specified, the contact is considered shared and can be routed to any available agent.
If a contact has a personal agent specified and Strict mode is enabled in the campaign, the system starts the call only when this agent is in the Ready status. In all other cases, the contact remains in the contact list and waits for this agent.
If a contact has a personal agent specified and Strict mode is disabled, the contact participates in dialing within the current round together with shared contacts. If there is no suitable slot for this contact in the current round, the contact is not removed from the campaign. It remains in the contact list and participates in the following rounds.
If a personal contact is not included in the current round, this is not considered a failed dialing attempt. The contact is not removed from the campaign and does not occupy another contact's slot in the round. The system returns to this contact later when it matches the dialing conditions again.
How the round is filled
Within one round, the number of personal calls for one agent cannot exceed the Workload distribution factor value.
If an agent has fewer personal contacts than available slots in the current round, the remaining slots are filled with shared contacts or other contacts that match by priority.
If there are more personal contacts than available slots, the remaining contacts are skipped in the current round and return to dialing later.
Example
Starting conditions: an agent campaign in progressive mode is created, the workload distribution factor is 3, and 3 agents are in the Ready status: Agent 1, Agent 2, and Agent 3.
The contact list contains:
5 personal contacts for Agent 1
1 personal contact for Agent 2
1 personal contact for Agent 3
4 shared contacts
In the first round, the system can start 9 calls:
3 × 3 = 9
The distribution can be as follows:
Agent 1 — 3 personal contacts
Agent 2 — 1 personal contact and 2 shared contacts
Agent 3 — 1 personal contact and 2 shared contacts
The remaining 2 personal contacts for Agent 1 are not removed. They remain in the contact list and move to the next round.
So:
if an agent has more personal contacts than allowed by the workload distribution factor, some of these contacts move to the next round;
if there are fewer personal contacts than available slots, the system fills the round with shared contacts.
Adding agents and supervisors
- Go to the Members tab.
- In the Supervisors section, click Assign to select supervisors to manage the campaign. Adding a supervisor to the campaign is not mandatory; a campaign can have no supervisors assigned. You can also add supervisors via API.
- Select supervisors from the list.
- The selected employees display in the sidebar. Set the access level for each supervisor and click Save.
A supervisor with the Viewer access level is allowed to:
View the list of campaigns (in which the employee is assigned as a supervisor);
View historical reports;
View Live dashboards;
View call history;
View campaign information.
A supervisor with the Editor access level is allowed to:
View the list of campaigns (in which the employee is assigned as a supervisor);
View historical reports;
View Live dashboards;
View call history;
View campaign information;
Start a campaign;
Pause a campaign;
Resume a campaign;
Edit campaign settings (including DNC lists, wrap-up codes, and topics, except adding/removing phone numbers and adding/excluding supervisors);
Manage agents (of connected groups);
Add contacts;
Manage contacts (delete/cancel/download/check for duplicates/send to dialing);
End a campaign.
- To unassign a supervisor from the campaign, select Remove in the Action menu of the desired employee.
- In the Agents section, click Assign to select agents who will handle calls within the campaign. You can also add agents via API.
You can create a campaign without agents, but you must add them for the campaign to start dialing.
- Select agents from the list. Note that campaign agents can be users with different roles, and their functions depend on the assigned role.
- Click Save.
- If some of the selected agents are assigned to other campaigns or queues, choose further actions for them and click Confirm.
- Click Settings to configure how agents are displayed: by groups, queues, campaigns, and/or skills.
- To unassign an agent from the campaign, select Remove in the Action menu of the desired employee.
You can remove or move multiple agents to other campaigns/queues. To do this, select the desired employees and choose a bulk action at the bottom of the screen.
Contacts tab
The campaign creation page includes a Contacts tab. Until you create the campaign, there are no contact lists. The tab shows Contacts will appear here.
Click Add contacts to create the campaign as a draft and upload a file. For more information about contact lists, see Contact lists and campaign launch.
Creating the campaign
After completing all necessary settings, you are ready to create the campaign.
Click Create and select one of the options:
Create as draft — the campaign is saved in the Draft status. The outbound campaigns list opens. You can add contacts and launch the campaign later;
Create as draft and add contacts — the campaign is saved in the Draft status. The contact list upload window opens. After you upload a file or close the window, you stay on the campaign editing page, and the Contacts tab opens.
