Campaigns Part 10 - Additional Settings

Updated: May 15, 2024

In our previous article, Campaigns Part 9, we covered ring time, answering machine detection, abandon options and voicemail actions. This article continues with campaign members, connectors, call dispositions and agent dashboard settings.

On the campaigns page, under the "Controls" column, click the three dots, click Settings, and select the Members tab. 

Members Tab

Members are agents that are assigned to a campaign. This allows agents to view, join and receive calls from the campaign. Campaign membership are set by managers after a campaign has been saved.

Potential Members. The potential members column displays the account's agents. Click the + icon to add the agent to the current members column.

Current Members. The current members column displays agents that have been assigned membership to the campaign.

Agents and Teams. Under the "Potential Members" column, there are two subsets. The "Agents" subset displays individual agents. The "Teams" subset displays teams of agents.

Teams can be created by going to: Account > Teams and click Create Team. After the team has been created, come back to the campaign "Members" page, select Teams, and add it to the "Current Members" column.

Priority. This setting indicates which agents will receive the majority of the calls when calls connect to the campaign. The higher the priority setting, the more calls will be routed to that agent in comparison to other agents with a lower setting. This means waiting agents will be selected by priority than by wait time. The default for all agents is 0.

Connectors Tab

From the campaign settings page, select the Connectors tab.

Connectors are agent dashboard buttons that can be customized to trigger a variety of tasks.

Available Connectors. If connectors are available, click the + icon to add the connector to the "Enabled Connectors" column.

Enabled Connectors. The "Enabled Connectors" column displays the connectors that have been assigned to the campaign. Connectors in this column will appear on the agent's dashboard for use.

Connectors can be created by going to: Integrations > Connectors and click Create Connector. After the connector has been created, come back to the campaign "Connectors" page, and select the connector to add it to the "Enabled Connectors" column.

Call Dispositions Tab

From the campaign settings page, select the Call Dispositions tab.

Call dispositions are call-level outcomes that are selected and applied at the end of a call.

Available Call Dispositions. The "Available Call Dispositions" column displays the call dispositions that can be assigned to this specific campaign. Click the + icon to add the call disposition to the "Enabled Call Disposition" column.

Enabled Call Dispositions. The "Enabled Call Dispositions" column displays the call dispositions that are displayed on the agent's dashboard for this campaign. If none are selected, the account's default call dispositions are displayed.

Call dispositions can be created by going to: Data > Call Dispositions and click Create New Call Disposition. After the call disposition has been created, come back to the campaigns "Call Dispositions" page and select the call disposition to add it to the "Enabled Call Dispositions" column.

Agent Dashboard Settings Tab 

Agent Dashboard Settings are customized dashboard displays that can be assigned to accounts, users, teams, and call types, such as queues and campaigns.

If agent dashboard settings have been created, select it from the "Select an Agent Dashboard" drop-down menu to apply it to this campaign.

Agent dashboard settings can be created by going to: Contact Center > Agent Dashboard Settings and click Create New Dashboard. After the dashboard setting has been created, come back to the campaigns "Agent Dashboard Settings" page and select it from the drop-down menu.

Next Article: Campaigns Part 11 - Additional Settings Part 2