.Segmentation vU9

Segmentation allows for the contacts within a campaign to be filtered into separate sub-campaigns based on data provided within contact fields. You can define the segmentation templates by source and use them against Contact manager or individual campaign uploads. To understand how to utilize the Segmentation tool the following terms must be defined:

• Segmentation - A set of Segments used for segmenting campaigns into smaller sub-campaigns.
• Segment - A set of grouping rules, attached to a Segmentation.
• Rule - The parameters by which contact records are filtered into a Segment.
• Criteria - Specified fields from an input filter by which a rule is defined.

Navigate to Segmentation tool by selecting Configure > Campaigns > Segmentation from the Navigation Panel.

Managing and Defining Criteria

Before you can establish rules, you must first define criteria. You can manage, edit, and create criteria by clicking the Manage Criteria button at the bottom right of the Segmentation panel.

This will bring up the Manage Criteria screen. This screen displays the fields specified in Fields editor. You can simply identify the source, field and values within Segmentation editor and LiveVox automatically defines the conditions that are available for that field when creating a segment. To define a new Criteria you can click the Add Criteria button at the bottom right of the Manage Criteria screen.

This will bring up the Criteria screen.

From the Criteria screen you can configure the following options:

• • Source - The entity source of the criteria that will be defined for the segmentation template. The Segmentation editor allows you to select the source only when when creating new templates. You may select from the following options:
    • Transaction - Select Transaction for Campaign based fields (criteria) that are associated to records within a campaign.
    • Contact -  Select Contacts for fields (criteria) that are associated to a specific record in Contacts manager.
  • Field - The designated field that the criteria will pull the data from.
  • Display Name - The name displayed for the criteria within the Segmentation tool.

You must specify possible values for criteria in order to utilize them. You can specify a Value and Display Name by clicking Add Value. This will bring up the Value screen.

Once values are defined, the criteria can be used to setup a rule for a Segment. Click the Save button to complete defining a value.

Creating a new Segmentation

Now that you have defined criteria to be used you can setup a new Segmentation. To setup a new Segmentation click Add in the bottom left corner of the Segmentation panel.

This will open the Add Segmentation screen. Define the Segmentation name in the Name field.

Define the filename that the Segmentation will apply to in the Filename Format field. The asterisk character acts as a wildcard for a filename. For example, a filename format set as active* will apply to any file uploaded with active in the beginning of the campaign's filename. During the upload process you will be notified if the campaign filename matches the Filename Format field and the Segmentation will be automatically selected.

Define whether or not the filename convention will be required from the Required check box. If checked, the Segmentation will only be applied to campaigns uploaded with the matching filename format. If unchecked, the Segmentation can be applied to any uploaded campaign.

Click the Add Segment button at the bottom left of the Add Segmentation screen to start setting up a Segmentation.

This will open the Segment screen:

Define the Segment's name and description in their respective fields.

Define whether or not records will be split or excluded from the Disposition drop down. Excluded records will remain with the original campaign.

From the Segment screen a rule will need to be setup in order to determine the condition by which contacts will be filtered. You can do this by clicking the Add Rule button at the bottom left of the Segment screen.

This brings up the Add Rule screen.

In the Add Rule screen you are able to configure the following options:

• Logical Operator - Select the logical operator (AND/OR).
• Not - This option negates the specified Logical Operator.
• Field - Select a previously configured fields from the drop down.
• Comparison - Select the relational operator for the rule. The options presented will be dependent on the data type specified for the field
  • • In
    • Not In
    • Starts With
    • Contains
    • Regex or Regular Expression
      • When basic matches do not work, you can write a regular expression. Regular expressions (regex or regexp) are extremely useful in extracting information from any text by searching for one or more matches of a specific search pattern (i.e. a specific sequence of ASCII or unicode characters).
  • • Equal to
    • Ends With
    • Is Null
    • Is Not Null
  • • > Greater than
    • < Less than
    • = Equal
    • >= Greater or equal
    • <= Less or equal
    • != Not equal
    • Is Null
    • Is Not Null
• Not - This option negates the specified comparison relational operator.
• Value - Corresponding values configured for the selected criteria.
• Description -  Displays the logical description of the rule.

Click the OK button to save a Rule.

Scheduling a Segment

Within the Segment screen is the Configuration tab.

You can setup schedules that will be applied to the Segment here. The functionality of the Configuration tab closely mirrors that of Campaign Templates, please refer to the Campaign Templates page for scheduling instructions.

Click the OK button once you've completed setting up schedule(s) for the Segment. You can click the OK button from the Segment screen once you have completed setting up the Segment. Click the Save button from the Segmentation tool to save the Segmentation after all the Segments are setup. 

Editing and Managing Segmentations

Segmentations are prioritized by the order they are listed in. You can change this order by selecting a row and using the green arrow buttons on the right side to move specific Segmentations up or down in the list. Click the Save button when the correct order is set.

To edit an existing Segmentation, double-click its row within the Segmentation tool, this brings up the Segmentation window.

Selecting any Segment will highlight that Segment with a dotted green line indicating the selection for next action taken such as edit, delete or copy.

• Previous - Navigates to the previous Segment of the Segmentation.
• Next - Navigates to the next Segment of the Segmentation.
• Add Segment - Opens the Segment editor where you can add your rule and configuration.
• Delete Segment - Highlights the Segment in red indicating deletion upon save.
• Copy - Highlights the Segment in green indicating addition upon save. 
• Save - Will save any edits or changes.
• Cancel - Will cancel any edits or changes.

As when adding new Segmentations, you may update the existing Segmentation by adding, deleting or copying Segments. From the Segments tab you may view the list of Segments within the Segmentation, their description and applied rules.

The Segments tab also allows you to search for specific Segments by using any single or combination of available filters such as searching with text for a Segment's name, service or rule as well as by applying filters of Voice, AM Option, Schedule or Wireless scrub option:

Hovering over the rule displays the whole rule:

Double-clicking on a Segment row brings up the Segment editor.

Navigating to or between the General and Configuration tab of the Segments window will reflect the configured campaign elements.

Copying Segments

You can copy Segments within a Segmentation using the Copy button in the Segmentation tool