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Campaigns and Campaign Groups

A campaign is a named push of work, such as Spring lead drive. Every activity carries a campaign, and reports can be filtered by it. For the outbound dialer the campaign matters even more: agents sign in to a campaign to receive its dialer calls. A campaign group rolls related campaigns up in reports.

MenuInteraction Center > Management > Campaigns, and Campaign Groups
PermissionManage campaigns; Manage campaign groups
FeatureOmnichannel Management

Create a campaign group (optional)​

  1. Open Interaction Center > Management > Campaign Groups and click Add campaign group.
  2. Enter a Name and optional Description, then Save.

Create a campaign​

  1. Open Interaction Center > Management > Campaigns and click Add Campaign.
  2. Enter a Name, pick a Campaign group (or No campaign group), and add an optional Description.
  3. Click Save.

Campaigns and campaign groups cannot be deleted, because activities and reports keep pointing at them. Moving a campaign to another group changes how its past activities are grouped in reports too.

Where the campaign is used​

  • On an activity load, to stamp the campaign on every activity it creates. Without one, the subject's Default campaign is used.
  • On a dialer load, the campaign is required (unless the subject has a default campaign): it is the line of work agents sign in to. See Dialer profiles.
  • On an agent's entitlements, under Allowed campaigns.
  • In reports, as the Campaign and Campaign group filters.