LD Admin - Campaign list & campaign creation

 

Campaigns are the bread and butter of LeadDesk. Without them, your agents will not be able to call, so this is a vital step in connecting your leads with your agents. This page will hold detailed information on what the different options do when creating a campaign.

Contents:

 

 

Overview

On the Admin > Campaigns (1) > Campaign List (2) page you can see an overview of all your campaigns. Here's a quick runthrough of what information the view holds, before we dive into creating a campaign of our own:

  1. Name - Name of the campaign
  2. Number of agents - How many agents are currently assigned to this campaign
  3. Contact list - What or which contact lists are currently attached to the campaign
  4. Description - If the campaign creator has written a campaign description, you can see it here
  5. Campaign web addresses - If there is a Campaign web address set in the under the Optional settings of the campaign, it will be shown here. See Optional settings.
  6. Time created - Timestamp when the campaign was created
  7. Office - If the campaign has the office selected, it will show here
  8. Activate/Deactivate -button - Allows you to quickly deactivate a campaign. This prevents agents from even seeing the campaign in the agent view, even if they have access rights to that campaign.
  9. Reorder the contact lists of the campaign - allows for different options of ordering contact lists attached to the campaign. Available options: Shuffle all lists together, Order by remaining calling attempts, Order list by list
  10. Copy - Used to quickly copy a campaign. This will make an exact replication of the campaign down to the smallest options of the original campaign.
  11. Edit - Click here to edit an existing campaign. You can also click the campaign name to do this.
  12. Delete - Click here to delete a campaign from LeadDesk. You will get a prompt asking if you're sure about wanting to delete it.
  13. Create -button - Click this to open the Create new campaign page.

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To create a new campaign go to Admin > Campaigns (1) > Campaign list (2) and press Create (15). Then skip down through the list of options and settings, adjusting as you go.

TIP: Remember to Save your campaign settings. Hit the Save-button at the foot of the campaign editor.

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Campaign information

Name: Give the campaign a good name (and a description, if needed).

Office: If you have multiple "offices" this field is needed so you can handle your data, assign your agents and team leaders etc.

Sponsor: Enter a sponsor (also known as a product owner or client). This field is also mandatory if any sponsors have been previously been created.

Contact Manager: Here you can choose a manager for the campaign. The chosen person can be anything else than an agent.

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Agent and contact list selections

Here you can select from the free agents available to start calling on this campaign. It will first list free agents and then agents who are already connected to other campaigns. If you check agents that are in other campaigns, they will be forcefully moved to this campaign.

If agents are needed to call multiple campaigns, the rights need to be assign from Agents > Access Rights.

You can also attach contact lists to your campaign: You will see all available contact lists here. It will not show lists assigned to other campaigns. If you have lots of lists, you have a search bar available. If the list is empty, you need to upload a contact list.

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On the bottom right of this part, you can see a button called Enable weighting. If you click that, all checked contact lists will get a text box next to them, where you can assign a weight to them. Weighting basically favors one or several lists over other lists. For an overview of how it all works, see Contact List Logic.

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Product selections

Under "product selections" you can select from the products that are visible to this campaign, either in groups or one-by-one. Products will be listed "Sponsor - Product name". If you need to create more products, see Products.

If enabled, a manuscript for the campaign can also be selected here. The dropdown will be populated with all manuscripts you have created. See Manuscript Tool.

If you're interested in purchasing the Manuscript Tool, it can be purchased from our LeadApp Store.

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Call results

Call results are a crucial part of handling calls in LeadDesk.

Global call ending reasons: These are configured under General Settings > Global call ending reasons and are available in all campaigns.

Campaign specific call ending reasons: These are only visible and selectable in this campaign, and configured here.

  • Creating new call results: New campaign-specific call results can have specific triggers. These open up when you create a new call result and can include; removing, moving, messaging and waiting actions. This is advanced for power users.
  • Creating call result groups: You can create "Groups" in which you cluster call results. This allows you to provide your agents with a clear overview when you have large amount of call results.

This is also the place where you define the waiting periods for Unanswered calls. What this does is, when you call a customer, and the customer doesn't pick up, you might not want to call the customer back right away, but rather wait a few hours before trying again. To do that, you set the value (in minutes) on Define waiting period for unanswered numbers-option. Note that this only affects the first unanswered call. If you call the same customer again after the waiting period, and it goes unanswered again, it will not be assigned the same waiting period again. For this, you need to set the option Define waiting period for repeatedly unanswered numbers. This affects the second unanswered call and all unanswered calls thereafter until you reach the customer once. After that the waiting period no longer applies.

You can also Define a daily calling time restriction for an unanswered number. For example, you have an unanswered call to a customer at 13.00. If this is set to 1 hour, you won't be able to call with the automatic calling between 12.00-14.00. Don't set a too high value here, otherwise you run the risk of locking out some contacts completely depending on when the first unanswered call was made.

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Calling methods/Dialer modes

This is where you choose what dialer modes are available for your agents on this campaign:

  1. Progressive / without pause

Automatic calling without the possibility to preview the contact card. When the agent presses start, automatic calling begins calling the contact list. After the contact card is closed or the number is unanswered after the specified amount of time, the next contact is dialed automatically.

  1. Progressive / with pause

The agent can preview the next contact and then start the call, or skip to the next contact.

  1. Manual

The agent dials in a number via the keypad to call. 

  1. Contact list dial

This displays all the contacts on the campaign's assigned contact lists and the agent can choose who to call next.

  1. B2B call view/account dial (requires B2B View)

This shows the agent all the contacts associated with a specific company. The agent can choose which contact to call.

  1. External phone/virtual call

This allows the agent to open the contact card without actually calling the contact and e.g. to place an offline or off-call order.

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Contact settings

This is where you configure how your agents view contact cards. You can set up mandatory fields, hide fields etc.

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Optional settings

There are a variety of optional settings that vary, depending on the LeadDesk features that you have enabled. Here's a quick rundown of them:

  • Start call with recording paused - this is a feature that is only available if the Technical Support has activated it. The feature will add Pause/Resume functionality on the contact card in the agent view. It will also add this option in the campaign settings. NOTE! This will not work in browser!
  • Show call ending reason dialog when removing customer from list - if your agents are in a habit of removing contacts from the list when they shouldn't, this can be a handy feature. It forces the agent to choose a call ending reason when removing the contact even if no call was made.
  • Agents can listen to other agents' call recordings - If checked, when opening a contact card, the agent can go to the Comments-tab and listen to other agents calls from there. Otherwise only his/her own calls are listenable from there.
  • Use waiting period before agent can select next customer in progressive calling. If next customer is selected too quickly then waiting period is increased - This prevents the agents from burning through a contact list too fast
  • The campaign is selectable by agents with full access rights - Sometimes it's faster to give full access rights to all campaigns and then prevent the agents from accessing the one, instead of giving access rights to all but one campaign one at a time. If left unchecked, even agents with full access rights won't be able to select this campaign.
  • Show agent contact list selector - If there are multiple contact lists attached and this option is checked, the agent can choose which contact list to view (or choose -All-)
  • Hide delivery address section from call dialog - If you're not using LeadDesk to sell products that need shipping, you might want to hide the deliver address section for a cleaner interface by checking this option
  • Optimize ringing time to avoid voicemail - Checking this option will make LeadDesk try to avoid getting to voicemail, because it counts as an "answered call" which is not always what's wanted
  • X - Maximum ringing time in seconds for progressive call without pause - When using Progressive without pause as call method, you can specify how long it will try to reach a customer before moving to the next.
  • Campaign web address #1 & #2 - Only for advanced users, these are mainly used for integrations
  • Default campaign tab - Normally set to order, but can be either of the campaign web addresses, or for example the meetings calendar
  • External URL - This can be used to open a web page after a call has ended. NOTE! This is protocol sensitive, so if the page loads as https:// the agent protocol needs to be set to https:// as well. If you run into issues, the Technical Support crew can help with this
  • Agent View Mini Report - Allows to show a mini report on the agent view. By default there's three different mini reports available: Calls made today, Deals made today, Talk time in campaign. Contact your key account manager to ask for more if you have something special in mind.
  • Agent's Away View Mini Report - Same as the above, but for the Away-page
  • Call Dialog Mini Report - Same as the above, but shown during a call
  • Default call dialog tab - By default this is the Contact card view, but can be changed to Comment, Manuscript (requires Script Tool) or Company (requires B2B View).
  • Agent session timeout - How long the agent can be passive. This value needs to be at least 3 minutes. After this time the agent will be logged out.
  • Select table view - If you have created custom table views, you can choose to use them here.
  • Order’s optional settings - If Call receipt mandatory is selected then, if the call results in a deal, the agent can only close the contact card if she/he has recorded a voice receipt.

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Optional settings - Outbound numbers

This is such an important feature that it warrants it's own subtitle. Here, you can choose what number(s) will be shown when your agents call from this campaign. It can be as easy as checking a phone number from the list, however, there's a few things to keep in mind:

  • If you have set an outbound number for your agent in Admin > Agents > Agent list, then, if you wish to use a campaign specific outbound number, you must check the option Override agent's default outbound caller ID 
  • If you choose multiple numbers to be shown, you can specify how it will choose which number it will show via Outbound caller id selection logic: either it's random, regionally random (if using landline numbers, it will try to match the region to mask it so it looks like it's a local call) or Customer specific number (this will always use the same number to call a certain client).
  • You can also create Number groups. Sometimes it's easier to create the group once, and just check the group for use under the campaign rather than checking all the numbers one by one, especially if the same numbers will be used in multiple campaigns. See Outbound numbers for a description on how to create number groups.

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Callback settings

Here you can restrict the handling of callbacks. There's a few options:

  • Agent can't create or transfer callbacks to other agents: If checked, prevents the agent from creating callbacks to other agents. Agents will also not be able to transfer callbacks to other agents.
  • Limit the calling day of the callbacks between X - X: When creating callbacks, the date chosen for the callback must be between these two specified dates.
  •  XX - XX: Similar to the above one, this restricts the calling time when creating a callback
  • Limit agent rights to create private/public callbacks: This allows you to specify in what way to restrict the creation of callbacks - either agents are allowed to create only private OR public callbacks.

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Predictive dialer settings

There's only a few options here, most notably Automatic answer is always on for predictive dialed and direct inbound calls. If checked, when agents get calls, the call will be connected automatically without the answering prompt. This can be useful if your agents are in the habit of dismissing calls or if you want to optimize the calling time.

There's also the option to Move contact to contact list after dropped call. What this does is, you choose a contact list, and whenever a call gets dropped (due to timeout or the customer hangs up) the contact will be moved to the list you chose. If you wish, you can check the Create new contact list; you need to then give the list a name. Then, when the first call is dropped, it will create the list and move the dropped contact to that list.

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B2B settings

This is only visible if you have the B2B-view enabled. If you're interested in this, it can be purchased from our LeadApp Store.

Normally contact comments are separate, even if you have multiple contacts from the same company, but by checking the option Company's comments are global the comments will affect all companies with the same name or VAT number.

You can also choose multiple Company statuses. These can be created under Admin > Campaigns > Company status.

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Meetings calendar

If you use the LeadDesk calendar, the calendar project needs to be linked to a campaign. This is where you do exactly that. You simply click the dropdown and choose the right project from there.

For more information on calendar projects, see meeting calendars.

If your interested in purchasing the meeting calendar, it's available in our LeadApp Store.

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Custom fields

 If you have created your own custom fields and set them to be visible in the Campaigns tab, you will be able to set tags here. Custom fields can be used to limit agents accessible campaigns or calling lists by activating features. If you're interested in this, you should contact your key account manager for more information.

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Email settings

If you are using email queues, you need to link them to a campaign. This is done here. Just click the box and it will show you a list of available email queues, then choose the right one by clicking it.

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Inbound settings

If you are using queues, this will hold options for which contact lists will be used to find contact information when you get an incoming call. It's important to note the differences between the options, so they are described in greater detail below.

The conditions on which basis customer information is displayed to the agent on inbound calls

  1. Show customer information if it can be found from any contact list
    • Looks up newest customer from customers table from current campaign
    • Looks up previous inbound call from current customer. Agent must have access rights to campaign where customer belongs. (Search is only done in current campaign)
    • Looks up newest customer from customers table. Agent must have access rights to campaign where customer belongs, and the contact list must be active and not deleted
  2. Show customer information if the sponsor of the customer's contact list is the same as the sponsor of the campaign
    • Looks up newest customer from customers table from current campaign
    • Looks up previous inbound call from current customer. Agent must have access rights to campaign where customer belongs
    • Looks up newest customer from customers table. Agent must have access rights to campaign where customer belongs, and the contact list must be active and not deleted
  3. Don't show customer information - No customer information is fetched
  4. Show customer information if customer can be found in any of the selected campaigns' contact lists - Clicking on the text box, you will be able to choose which campaigns' contact lists will be searched for the customer, in the following order:
    • Looks up newest customer from customers table from current campaign if current campaign belongs to campaign list
    • Looks up previous inbound call from current customer (only searches for customer from current campaign if current campaign belongs to campaign list)
    • Looks up newest customer from customers table. Contact list must be active and not deleted. Only campaigns that belongs to campaign list are searched.
  5. Agent can receive inbound queue calls in any call tab ('call blending) - Normally, if you have inbound functionality, agents must be on the Incoming tab to take calls. You can request Technical Support to activate Call blending, which allows the agent to take calls on any tab, as long as he/she is on the Call page in the agent view. If this option is checked, the Incoming tab will be hidden.

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SAVE

TIP: Remember to Save your campaign settings. Hit the "save" button at the foot of the campaign editor.

 

NEXT

If you have configured your campaign, and it has a contact list and assigned agents, then they are ready to call!

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