Interaction Campaign Setup Guide

overview an interaction campaign is used to manage digital interactions with customers this document outlines the prerequisites, setup process, and configurations required to create and manage an interaction campaign, including creating media profiles, adding queues, and configuring agent/supervisor settings 1\ license requirement you must have an interaction campaign license enabled on your server to create one to verify if the license is enabled, check the server logs for the following string license string name interaction campaign 2\ create a media profile the media profile tab allows you to configure communication channels such as email address, twitter, and facebook the following steps detail how to create a gmail media profile go to system configuration and click on the media profile tab click on add media profile select the basic authentication for gmail option and click authorize enter the following details to configure the gmail media profile media profile name provide a descriptive name for the new profile user name provide the gmail address password enter the password for the email address confirm password re enter the password send from (name) the display name for outbound emails (maximum 52 characters) this will show as the "sender's name" send from (email address) provide the sender's email address this will be stored and displayed in ticket activities prefix provide a prefix for the email subjects outgoing email configuration check the outgoing allowed box to permit sending emails and provide the following outgoing host the smtp address of your email provider outgoing port the port number for sending emails send protocol select none, smtp, smtps, or ews (exchange web services) outgoing folder provide the folder name to store outgoing emails enable 'reply to' email check this to specify a different email address for recipients to reply to delete mail on fetch select this to delete emails from the server once fetched incoming email configuration check the incoming allowed box to permit receiving emails and provide the following incoming host the incoming address of your email provider incoming port the port number for receiving emails fetch protocol select none, imap, imaps, pop3, pop3s, or ews incoming folder the folder name to store incoming emails fetch interval time (in seconds) between email fetches (default is 10 seconds) fetch for last number of past days from which emails should be fetched click apply once all details are filled 3\ campaign creation select the process under which you want to create the campaign select interaction campaign as the campaign type campaign name enter the campaign name configuration tabs in campaign assigned users assign the users/agents who will work in this campaign default working select users who will be logged into this campaign by default without being prompted to select one add queue click "add queue" to define routing logic queue fifo first in first out customers are served in the order they arrive resource scheduler type determines agent selection (e g , multiple extension for simultaneous communications, or skill based to route to the highest skilled agent) canned messages predefined reply templates go to system configuration > canned messages to add them, then assign them to the campaign holiday/office hours defines working hours (requires a specific license) ticket status assign/unassign external ticket statuses created in the system configuration tab custom fields assign custom data fields (created under process settings > custom fields) to the campaign media profile assign the media profile(s) created in step 2 to this campaign 4\ ticket settings administrators can define what tickets are visible to agents go to system configuration > settings > ticket settings on dashboard visibility options tickets assigned to the agent unassigned tickets or tickets assigned to the agent in their queues tickets in queues assigned to the agent in selected campaigns tickets in selected campaigns on customer details visibility options tickets assigned to the agent tickets in queues assigned to the agent in selected campaigns tickets in selected campaigns all tickets associated with the customer auto assignment to users enable this to turn on automatic ticket assignment to agents 5\ rule engine (routing) use the routing tab in the rule engine to create routing rules for your media profiles this ensures incoming tickets from the configured media profile are routed to the correct campaign and queue 6\ agent and supervisor views agent login view agents select their desired campaign upon login (unless set as default working) agent dashboard agents can view tickets in their queue and apply date filters supervisor dashboard supervisors can manage users in the queue, log into the workbench, perform bulk tasks, and monitor unassigned or sla breached tickets 7\ additional supervisor tools email notification configure automated email notifications delivered to customers sla (service level agreement) define priority levels (low, medium, high) based on service commitments acronyms define text shortcuts that agents can insert into emails/messages (supports multi line text)