Add conditions to campaigns
Campaign conditions are the "rules" that are used to determine which recordings are selected for processing.
Adding conditions is a creative process that depends on the objectives of the Campaign. A campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. condition can filter out specific agents or recordings exceeding a certain duration. Campaign conditions apply to the selected Campaign.
Example: Condition that archives interactions for a specific employee
For the field named Employee Name, attach the Equal To operator, and assign a value of JSmith. Now, every time this Campaign is run, interactions where the Employee Name is JSmith are archived.
Procedure
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Click Recording Management > Campaigns > Conditions.
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Select an existing campaign from the list.
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In the Campaign Conditions area, click the Attribute drop-down to select an Attribute to use in the condition.
The Attribute list includes standard CTI tagging information such as Employee Name, ANI, Call Direction, and Contact Duration. The list also includes custom attributes specific to the deployment.
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Select an operator such as Equal To, or Greater Than.
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Specify the value to be applied to the Attribute and Condition.
To filter all recordings that last more than 20 seconds, you would type 20 in the Contact Duration field and select Greater Than as the condition. You can use more than one condition per attribute. OR joins multiple conditions defined for an attribute.
Where values exist in the system, such as for Employee Name, Employee Group, Organization, Call Direction, and Custom Contact Data fields, there is a pick list or pop-up. To access the list or open the pop-up, click the pencil icon. Select valid values from the items displayed.
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Click Add.
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Complete each row as described earlier.
The conditions that are included in the currently selected campaign are summarized in the lower portion of the screen. You can also click the Summary button to display the specified conditions in query format.
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To remove a condition you have added, select the condition in the summary list, and then click Delete.
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To change a condition you have added, select the condition in the summary list. That condition becomes the active condition in the Condition area.
Change the Attribute, Condition, or Value as necessary, then click Update.
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To set the conditions for the campaign, click Save.
To return to the last saved version of the campaign, click Revert.