Readymode iQ: Campaigns User Guide

Looking to fine-tune your outreach? The Campaigns module empowers you to determine how the dialer responds to each call outcome.

Introduction

The Campaigns module in Readymode iQ allows you to control how calls are handled within specific campaigns. Using campaigns, you can define rules for how calls are processed, set conditions for retries, and manage call outcomes with precision.

This article provides a step-by-step overview of:

• About Campaigns
• Navigating the Campaigns Module
• Campaign Insights
• Rules
• UI Elements and Functions for Rules
• Error Alerts

About Campaigns

Campaigns make DID call management “smarter” by allowing you to specify the behavior of cadences for campaigns. This behavior is primarily defined by custom rules that may override a configured default rule and is driven by the number of call attempts made for a campaign (DID group).

Using rules, you can define how calls are managed in specific scenarios, e.g., when a call reaches an answering machine, there is no answer, or it is abandoned.

Navigating the Campaigns Module

Campaigns Pane

To view a list of available campaigns, select Cadencing and choose Campaigns. 

A list of all campaigns from the legacy application will be shown in the Campaigns section in the same order they appeared in the legacy application. 

To view details of a campaign, select it from the list. 

Main Pane

At the top of the Main pane is the Insights section (1). Underneath the Insights section is the Rules section, which displays the default rule (2) and the custom rules table (3). 

Campaign Insights

There are four charts in the Insights section. These charts provide a graphical illustration of call patterns for a selected campaign.

• Calls (1)  - Total number of dials made by the dialer.
• Answered (%) (2) - Total percentage of calls picked up by both humans and answering machines.
• Human Answered (%) (3) - Total percentage of human-answered calls during a given day for a selected campaign.
• Calls to Connect (4) - Total number of dials that the dialer needs to make to connect one call to an agent.

Rules

There are two areas in the Rules section.

• Default rules (1) section  
• Custom rules (2) table

Begin by establishing a Default rule (1), then add layered Custom rules (2) for more control.

Note: Custom rules, if set, always override the default rule and must be configured before a new custom rule can be created.  

Default Rule

You can edit the default rule, which is initially configured to match the legacy system. Default rule settings must stay within the minimum and maximum values set in the backend (Readymode can adjust these on request).

The default rule governs the system's behavior in three call scenarios: Answering Machine, No Answer, and Abandoned. Each parameter determines the delay before retrying a call and is configured in the same way. 

Call Out Parameters

Answering Machine (1) - Defines how the system responds when the call is picked up by an answering machine.
No Answer(2) - Defines how the system responds when the call is not picked up.
Abandoned (3) - Defines how the system responds when the call is dropped. 

Each parameter lets you set the period between call attempts, and they are all configured in the same way.

Configuring Durations 

To configure a duration, select the Configure duration radio button, which will activate the section where the duration can be set in Days, Hours, and Minutes. After configuring the duration, click Apply to capture the configuration. 

Note: Clicking Apply does not save the configuration. After setting all the parameters, click the Save button at the bottom of the page to save your changes.

The system default for lock time, i.e., a phase or duration, is usually 4 hours. The term lock time is used to describe the duration during which calls may not be made, i.e., the lead is locked from being dialed. 

The default lock time value can vary according to the gateway's current system configuration, which may be updated by Readymode on request. 

The combined values in the default rule must be greater than or equal to the default lock time, which is:

• The system-configured value (if enabled), or
• 4 hours (if a value has not been configured and enabled in the backend. 

Note: The system doesn't convert durations like 65 minutes into one hour and five minutes. If you enter an incorrect duration, an error icon appears, and the error is highlighted in red. The Save button is disabled until the error is fixed to prevent saving invalid durations.

Custom Rules 

The custom rules table, by default, starts with empty rows. You can add custom rules as needed to customize the dialer's behavior. 

To create a new rule, click Add Rule (1). After creating or modifying a rule, press Save (2).

Note: The maximum number of custom rules is 10.

When adding a custom rule, the parameter values are initially configured according to the default rule, which is displayed above the custom rules table. After that, you may modify these values, but they must be consistent with the default rule values. In this example, the default rule value for the Answering Machine parameter is set to “Default to system”, which was configured to 8 hours.

Some of the parameters for custom rules have the same definition as for the default rule, viz. Answering Machine, No Answer, and Abandoned. 

Additional parameters for custom rules are Call Attempt From and Call Attempt To. 

The dialer will set the cadence for the next tentative call time based on the configured Call Attempt From and Call Attempt To, based on the last call activity, i.e. whether the call was answered by an Answering Machine, there was No Answer or the call was Abandoned, and configured Durations.

Note: You can set multiple rules for a campaign for specific call attempts. These custom rules will override the default rule, but the individual parameters must be set in line with the minimum and maximum values set in the default rule. 

'Call Attempt From' and 'Call Attempt To'

• Call Attempt To can be the same value or greater than Call Attempt From. 
• The values for  Call Attempt From and Call Attempt To should be unique per custom rule and should not overlap.
• To set a custom rule for a first call attempt, the Call Attempt From setting must be set to 1.  
• When Call Attempt Fromis set to 2, the first call attempt will use the default rule, as it was not configured. 
  • For instance, if Call Attempt From is 2 and Call Attempt To is 5, the first call attempt will use the default rule, and call attempts 2 to 5 will use the custom rule.
• You can leave Call Attempt To blank or (-), indicating the value is anything above the corresponding Call Attempt From. 
  • Wherever Call Attempt From is blank or a hyphen (-), the rule is considered the last rule to apply, regardless of row position.
  • Call Attempt From and Call Attempt To logic should always start from the lowest integer to the larges,t unless a blank Call Attempt To was defined.
• Gaps between call attempt rules are permitted - these rules will follow the default rule's configuration.

After saving valid custom rules, a “Campaign saved successfully!” message will be displayed below the custom rules table. 

UI Elements and Functions for Rules

Custom Rules Buttons

• Delete/Remove (1) - Delete the specific row for the selected custom rule
• Duplicate Row (2)  - The custom rule is duplicated and added just below the custom rule where the Duplicate Row button was selected (This is different from the Add Rule button, where the function adds a custom rule at the bottom of the table with initial values based on the default rule.)
• Add Rule (3) - Adds a new custom rule just below the custom rule where the Add button was selected, using the same configuration as the default rule. 

Saving Changes Made to Rules or Reverting

Save button - Clicking the Save button triggers the validation of required fields and displays error messages where relevant. You will not be given the option to cancel this action once selected; the action of saving a rule cannot be reversed.)

Revert button - You can click the Revert button to cancel any user action that was performed before saving. This will cancel all changes, and any inputs or selections made on the entire page/screen will be lost.

Note: You can decide to confirm the revert or to cancel. 

Error Alerts

The Campaigns module will alert you to errors when you create or modify rules. 

If the properties you assign to a scenario are incorrect, an Error icon will be displayed. Hover over the icon to view information about the error.

Related Readymode iQ Articles

• About Readymode iQ

• DID Reputation Module

• Call Cadence Playlists Module

• Disposition User Guide