Campaigns

Campaigns allow you to group related ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge for reporting purposes. By default, campaigns are active as soon as they are created. With appropriate permissions, you can deactivate and reactivate campaigns. You cannot deactivate a campaign if there are active skills assigned to it; you would first need to remove or reassign the skills.

The Secret Garden is a division of Classics, Inc. The contact center administrator, Mary Lennox, has different skills for different types of bouquets: roses, carnations, tulips, and daisies. For a big holiday like Mother's Day, many orders come in for a wide variety of these bouquets. By creating a campaign called BouquetSales, Mary can group the skills for the different bouquet types and run a report showing collective bouquet sales.

After you assign skills to your campaign, you can run one or more of the following reports to extract campaign data:

Each campaign has an audit history tab that displays a table of information about the creation and last modification of the campaign. You can see what was modified, when it was modified, and who did the modification. Audit history tables can become very large, so you can use search and filter tools to limit the display.