Use the contact list and filter selection page to do the following actions:
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Add one or more contact lists to the campaign.
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Associate filter templates to the contact list.
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Set the dialing allocation for contact lists.
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Set the priority of the contact lists according to the order specified.
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Preview the selected records for the selected contact lists.
Associating a filter template to a contact list filters only those records from the contact list that match the filter conditions specified in the filter template. It is required that the attributes present in filter template must be a part of the contact list to which the filter template is associated. Associating a filter template to a contact list is optional. If no filter template is associated, POM selects all the records of the contact list.
You can add a maximum of fifty contact lists to the campaign.
You can associate only one filter template to a contact list. However, you can associate the same filter template to multiple contact lists.
For an attribute-based campaign, ensure that the filter template you associate to the contact list of the campaign does not contain sort condition attributes that are already configured as attributes for attribute-based dialing on the Campaign Creation page of the campaign. This is because POM, by default, sorts the filtered contacts based on the attribute-based dialing attributes.
An attribute-based campaign is a campaign for which the Contact Assignment to Agent option is set to either Attributes or Agent ID or both on the Campaign Creation page.
For example, if the Age and City attributes are configured for attribute-based dialing on the Campaign Creation page of a campaign, and if Name and ID sort condition attributes are configured in the filter template that is associated with contact list of the campaign, then POM sorts the filtered contacts for dialing based on Age, City, Name, and ID.
Dialing Allocation Percent
Use this field to allocate the percentage of dialing cycle to the contact list.
For example, consider a dialing cycle of 100 records if a calling is given 50 percent allocation then 50 records out of 100 is dialed from that calling list.
If you set the dialing allocation to hundred percent in a contact list, POM dials all the filtered records from that contact list before moving to any other contact list. If you set the dialing allocation to hundred percent for multiple contact lists, POM dials all the records from each list, in the specified order.
For all contact lists whose dialing allocation is not hundred percent, the total of the dialing allocations must be hundred.
Priority of the contact list is according to the order and the dialing allocation. If multiple contact lists have same dialing allocation, the order specifies their priority. While calculating the percentage of dialing allocation POM counts only unique attempts. POM does not count system retries or callbacks.
The campaign reports specify the orders of record in which they are disposed. The disposition and sequence of the records are different than the dialing of the records.
Apply same filter
Select this check box to enable POM to apply the first filter template to all subsequent contact lists.
No Dialing Allocation
Select this check box for POM to disable dialing based on the dialing allocation and contact list priority.
You can select this check box only if you previously select the Apply same filter check box.
Dialing Cycle
Dialing cycle is the addition of number of calling lists with non-zero and non-hundred allocations multiplied by five.
For example, consider a dialing allocation for the contact list as below:
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List 1 - 50%
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List 2 - 30%
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List 3 - 20%
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List 4 - 100%
In the above example number of non-zero and non-hundred contact lists are 3 in total.
So, according to the formula, dialing cycle = 3 (number of non-zero and non-100 Contact lists) multiplied by 5 is equal to 15.
Therefore, the dialing cycle count calculated is 15.
As per the dialing cycle calculated above, from the 15 records with 50% dialing allocation 7 contacts are picked from list 1.
Also, with 30% dialing allocation, 4 contacts from list 2 are picked for dialing and remaining 20% that is 3 contacts from list 3 respectively are picked for dialing.
In total 7 contacts (from list 1) + 4 contacts (from list 2) +3 contacts (from list 3) = 14 contacts are picked and dialed in every dialing cycle.
