Hi all!
In our company we have 60 cps, of which they are divided into 3 departments.
To make the structure easier to understand I will call them:
Alpha - 11 agents (manual calls and campaigns)
- 6 preview campaigns (real time)
- 10 progressive (onetime) campaigns
- 8 power campaigns (mixed real time and one time)
Beta - 15 agents (manual calls and campaigns)
- 8 campaigns (mix preview and power, onetime only)
Gamma - 8 agents (only manual calls)
I am in charge of managing the Alpha department.
On every Progressive we have set 30 Outbound lines Distribution (lines).
On every Power we have set 30 Outbound lines Distribution (lines) and 4 Max Calls per Agent.
As far as I know, each active campaign reserves a portion of the CPS for itself to efficiently generate calls to customers.
Questions:
1. Are these settings for progressive and power correct? I don't know if I should reduce or if it is possible to leave it at this setting.
2. Campaign rules:
So far we had a setting that when campaign A reaches 100%, the rule turns on campaign B.
If campaign B reaches 100% then activates C.
If campaign A has a new record (i.e. contact dialed < 95%), then the remaining campaigns B and campaign C are turned off. And the cycle closes.
Campaign Rules don't work as we would like. The system of turning campaigns on and off sometimes works and sometimes doesn't. This has been reported, but so far no further information as with the progress of the repair.
We have tried to set up a similar operation in sequences, but this system does not work as we would like.
Campaign A is more important than campaign B and campaign C, and until the latter two are called, the system will not return to campaign A.
Do you know of any solutions/settings that allow you to free up CPS, while maintaining high performance of realtime campaigns (real time, loaded every 10 minutes in our case)
Thanks for help and hints!
#Outbound
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Michał Wójcik
AvaFin.pl
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