Campaign Types
7 min
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
Related topics
- Outbound Call Context Policies — How the platform chooses the customer call context and voice path for outbound dials (policy types, failover ordering, temporary unavailable behavior on the same flow session, and related preferences).
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