Agent Campaigns

Definition

An Agent Campaign in the context of platforms like DeepCall and Sarv refers to a structured and proactive approach to managing specific customer outreach or service initiatives. These campaigns are designed to optimize agent efficiency while providing flexibility and robust reporting features.

Key Features of Agent Campaigns

• Proactive in Nature: Campaigns can initiate calls automatically (via predictive dialing or other automation) or allow agents to handle them manually.
• Time Scheduling: Campaigns can be scheduled based on a calendar, allowing precise control over when calls or interactions take place.
• Control Options: Includes the ability to start, pause, and resume campaigns seamlessly, ensuring flexibility in operations.
• API Integration: Provides API support to integrate campaigns with external systems for better data flow and process automation.
• Dedicated Dashboard: A campaign-specific dashboard is available to monitor performance metrics, agent activity, and detailed reports for enhanced campaign management.

Key components of Agent Campaigns typically include

• Campaign Assignment: Allocating agents to specific campaigns based on their skills and the campaign's objectives.
• Performance Monitoring: Tracking agent activities and outcomes to assess effectiveness.
• Call Analysis: Evaluating call data to gain insights into customer interactions and campaign success.
• Reporting: Generating reports that detail agent performance and campaign metrics.

These elements help in optimizing resources and achieving desired outcomes in call center operations.