Campaign Types

overview ameyo supports multiple campaign types each type defines how interactions are initiated, routed, or managed, and comes with a specific set of configuration options types of campaign preview campaign definition/behavior customer/lead details are displayed to the agent before a call is initiated the agent manually decides when to place the call use cases calls requiring agent preparation before connecting with the customer situations where compliance requires an agent to review lead information relevant settings lead details display agent controlled dialing retry attempts for failed/unanswered calls wrap up handling lead recycling after retries progressive campaign definition/behavior calls are automatically dialed as soon as an agent becomes free the system maintains a one to one relationship between available agents and calls dialed use cases medium scale outbound campaigns where continuous flow is required relevant settings auto dialing when agent is available retry logic for unanswered/busy calls wrap up time and break handling lead recycling rules predictive campaign definition/behavior the system predicts agent availability and dials multiple numbers in advance aims to reduce agent idle time by connecting live calls to agents as soon as they are free use cases high volume outbound campaigns where agent utilization is a priority relevant settings dial ratio (calls per agent) abandon call limit retry attempts and delay lead recycling agent allocation rules inbound campaign definition/behavior handles incoming calls/messages initiated by customers routes interactions to agents using defined routing strategies use cases customer service/helpdesk operations relevant settings routing (round robin, skill based, priority, sticky agent) queue size, wait time announcements, and music on hold business hours and holiday schedules overflow handling rules blended campaign definition/behavior supports both inbound and outbound calls in the same setup agents can switch between modes automatically or manually use cases contact centers balancing service (inbound) and outreach (outbound) relevant settings blending mode (auto or manual) priority settings (e g , inbound over outbound) queue allocation for inbound lead assignment for outbound parallel predictive dialer (ppd) definition/behavior similar to predictive dialing, but dials across multiple lead lists in parallel ensures that campaigns with different lead segments are processed simultaneously rather than sequentially lead lists are mapped to queues (specific to ppd), so each queue can pull from its assigned list use cases outbound campaigns where multiple lead lists must run concurrently scenarios where segmentation (by geography, customer type, product line, etc ) is required within the same campaign relevant settings lead list assignment per queue dial ratio and pacing across lists retry attempts per list abandon call control (same as predictive) queue level monitoring of call outcomes campaign settings campaigns share a common set of configurable options these are detailed under general settings campaign name, type, description time zone, business hours, holiday calendar caller line identification (cli) dialing parameters (outbound) retry attempts and delay dial ratio (predictive, power) max concurrent calls abandon call handling queue management (inbound) queue size and maximum wait time routing strategies announcements overflow handling lead management lead list assignment lead recycling and prioritization blacklist/dnc checks manual or automatic lead assignment agent settings agent assignment max concurrent interactions wrap up time break handling monitoring & reporting real time campaign stats abandon/drop monitoring sla compliance tracking