U19 Pop-Out Help

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titleViewing List of Strategies

You can view all available strategies in the Strategy editor. The basic settings are defined here.

  • ID: System assigned identifier. 
  • Name: Assigned by you to identify the strategy.
  • Sequence: The phone fields from your input filter and their order of potential dial are the sequence. Consult your Input Filter to see which input file location contributes to each phone field.
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titleAdding Strategies

  1. Create a strategy from scratch by clicking the Add buttonImage Modifiedin the lower-right corner, or start from an existing strategy by clicking the Copy icon Image Modified.

    Info

    Hover on the existing strategy row to view the Copy icon.

  2. In the General tab, specify the name and dialing sequence by using the Add button Image Modified.
  3. Click the Ok button Image Modified.

  4. In the Outcome tab, you can specify the following fields:

    Info

    The dialing behavior of a Strategy is based on the individual outcomes a contact can receive. This editor allows different views/organization of the outcomes and enables you to configure how the system should behave for the account.

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    title'Filter By' Views

    There are three filters that you can select using Filter By to help you configure the behavior:

    • Outcome Strategy: Only outcomes set to Dial Another Number, Try Another Round of Dialing, or Requeue appear in this view.
    • All Requeueable Results:

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    • The previously default

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    • platform strategy view of all commonly used outcomes.
    • All

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    • Platform Results: Every possible agent or system assigned outcome.


    • Category: The overall group in which the outcome resides. View the entire category by selecting the category from the far left column hierarchy.
    • Result: The

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    • platform Result name for the contact outcome (can differ from what the agent sees). See the Termination Codes editor to understand which agent-selected codes map to the

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    • platform Results.
    • Termination Code: The outcome agents that appear on your site's default service.
    • Dial Another Number: Indicates that the next number in the sequence will be dialed if this outcome is reached.
    • Minutes Between Rounds: If another round of dialing occurs for the sequence, the amount of time to wait before beginning.
    • Max Rounds: The maximum number of attempts during a campaign for a number reaching this outcome. If the last outcome for a sequence has Max Rounds of 1, the sequence restarts at the beginning.

    • Requeue From Prior Campaign: Looks at the prior run and, if the final outcome has this checked in this strategy, includes it in the requeue campaign. Only used if the strategy is assigned to a requeue.

      Select a strategy and double-click to make any changes to the Minutes Between Rounds, Max Rounds, Dial Another Number, and Requeue From Prior Campaign fields.

  2. Click the Save button Image Modified .
  3. Click the Save buttonImage Modified.
Info

Controlling which services can apply to a strategy simplifies campaign assignment, helps with compliance, and allows dealing better with distinct books of business. You can restrict access to a strategy by navigating to Configure > Service > Client > Settings.

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titleAdjusting Strategies

Double-click the specific strategy row to modify any of the settings except for the system-assigned ID. After making a change click the Save button Image Modified.

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titleModify General Tab Attributes

  • ID: Cannot be adjusted

  • Name: Enter the new name for this strategy.
  • Dialing Sequence: You can modify the existing dialing sequence using following options.
    • Add new phone fields using the Add button Image Modified.
    • Move fields around using the move-up icon Image Modified and move-down icon Image Modified. 

    • Remove a phone field by clicking the Delete icon Image Modified. 

      Info

      The Delete icon appears when you hover on the phone row.

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titleModify Outcomes Tab Attributes

Select the Filter By option to show more outcomes or all outcomes. After adjusting, click the Save button Image Modified.

  • Category, Result: Cannot be adjusted.
  • Termination Code:  Not adjustable here. Navigate to the Termination Codes editor from the main navigation links on the left.
  • All other attributes:  Double-click on the value to be modified, choose the new one from the list, and click in the blank space.
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titleChange History Tab

The Change History tab tracks and displays the changes made to the strategy.

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titleDeleting Strategies
  1. Hover on the strategy row to view the Delete iconImage Modified.
  2. Click Delete icon. 
  3. Confirm your selection by clicking Yes button Image Modified .