AVAYA DOCUMENTATION CENTER
Find answers to your technical questions and learn how to use our products
Using Avaya Proactive Outreach Manager Supervisor Dashboard
Campaign Settings page field descriptions
Job Parameters tab
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Name or Button
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Description
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Job Parameters
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Campaign Name
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Displays the name of the campaign.
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Job ID
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Displays the job ID of the campaign job.
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Campaign Linking
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Click the campaign that you want to link to this campaign.
For more information, see Campaign linking overview.
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Filter Template Associations
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Click Edit to do any of the following:
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Select Filter Template
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Click the filter template you want to edit.
This field displays the filter templates that are associated with the contact lists of the campaign.
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Edit
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Click to edit the filter template you selected in the Select Filter Template field.
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Reload 
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Click to refresh the list of filter templates in the Select Filter Template field.
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Time Based Finish Criteria
This area is displayed if time-based finish criteria is configured for the campaign in POM.
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Finish after (Hours:Minutes)
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Specify the time in hours and minutes after which the campaign must stop.
Valid value for hours is 0 through 1000. Valid value for minutes is 0 through 59.
For example, if you specify the value 10:00, the campaign runs for 10 hours after it starts, and then stops.
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Finish At (Date:Time)
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Select the date and time at which the campaign must stop.
Date is optional. However, time is mandatory. If you specify only time, the campaign stops everyday at the same time.
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Completion Code Based Finish Criteria
This area is displayed if completion code-based finish criteria is configured for the campaign in POM.
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Finish Condition
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Displays the finish condition that is specified on the Campaign Creation page in POM.
You cannot change the condition.
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Completion Code
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Displays the completion code specified for the completion code-based finish criteria on the Campaign Creation page in POM.
You cannot change the completion code.
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Operator
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Displays the operator that is specified on the Campaign Creation page in POM.
You cannot change the operator.
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Value
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Type a new value for the completion code. The campaign terminates after the completion code-based finish criteria as per the specified completion code, operator, and value is met.
For example, the completion code-based finish criteria is set as Answer Human is greater than 10 on the Campaign Creation page. You can use this field to change the value to 12 to terminate the campaign after 12 calls are answered by a live voice.
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Goal Based Finish Criteria
This area is displayed if goal-based finish criteria is configured for the campaign in POM.
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Finish Condition
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Displays the finish condition that is specified on the Campaign Creation page in POM.
You cannot change the condition.
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Attribute Name
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Displays the attribute name specified for the goal-based finish criteria on the Campaign Creation page in POM.
You cannot change the attribute name.
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Operator
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Displays the operator that is specified on the Campaign Creation page in POM.
You cannot change the operator.
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Value
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Type a new value for the attribute. The campaign terminates after the goal-based finish criteria as per the specified attribute name, operator, and value is met.
For example, the goal-based finish criteria is set as Target Collection is greater than 250000 on the Campaign Creation page. You can use this field to change the value to 300000 to terminate the campaign if the collected amount exceeds 300000.
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Dialing Order
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Dialing Order
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Drag the priority, retry, and regular record types up or down in the hierarchy to set the order in which POM must dial these records.
For more information, see Setting the dialing order for priority, retry, and regular records in a campaign at run time.
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Runtime Parameters tab
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Name or Button
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Description
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Campaign Name
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Displays the name of the campaign.
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Task
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Click the task node for which you want to modify the parameters.
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Job ID
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Displays the job ID of the campaign job.
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Task
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Displays the name of the selected task node.
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Runtime Pacing
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If you select a Call task node in the Task field, click Runtime Pacing to change the pacing type of the Call task node at run time.
The Runtime Pacing option is available for a Call task node only if your administrator has set the Runtime Change Pacing Type property of the Call task node to ON in the campaign strategy in POM.
For more information, see Change pacing type of a Call task node of a campaign at run time.
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The following sections provide information about the parameters you can modify at run time depending on the pacing type of the node.
Progressive based Campaign
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Parameter
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Description
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Priority
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Click the priority that you want to assign to the campaign.
The higher the number, the higher is the priority of the campaign.
If you change the value at run time, the port reassignment algorithm is triggered and ports are reassigned.
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Minimum Agents
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Type the minimum number of agents required for the job.
The minimum agent value can be set as 0.
If you change the value at run time, the agent reassignment algorithm is triggered and agents are reassigned.
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Maximum Agents
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Type the maximum number of agents required for the job.
If you change the value at run time, the agent reassignment algorithm is triggered and agents are reassigned.
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Over Dial Ratio
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Type the dialing ratio with respect to the number of available agents.
For example, if you set the over dial ratio as 1, POM dials 1 call for 1 agent. You can also specify a float value such as 1.2. If you specify the over dial ratio as 1.2, POM dials 12 calls for 10 agents.
A higher over dial ratio increases the chances of nuisance calls depending on the hit rate.
You can specify any value from 1.0 through 100.
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SMS campaign with pacing type None
If you are running an SMS campaign with pacing type None, you cannot change any parameters. The following message is displayed:
No campaign parameters available for change
SMS Timebased
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Parameter
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Description
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SMS Pacing (per <time unit>)
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Type the time interval to be used for the pacing.
The unit of time for pacing, that is, seconds, minutes, or hours, depends on the SMS Pace Time Unit that is specified in the campaign strategy in POM.
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SMS Skillbased with pacing parameter Average Speed
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Parameter
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Description
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Pace Variation Step (%)
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Type the percentage by which POM can vary the actual pace to:
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Max Pace (per <time unit>)
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Type the maximum pace to be used for pacing.
The unit of time for pacing, that is, seconds, minutes, or hours, depends on the time interval unit that is specified in the campaign strategy in POM.
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Desired ASA (in MINUTE)
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Type the desired Average Speed of Answer to be used for pacing.
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SMS Skillbased with pacing parameter Estimated Wait Time
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Parameter
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Description
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Pace Variation Step (%)
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Type the percentage by which POM can vary the actual pace to:
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Max Pace (per <time unit>)
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Type the maximum pace to be used for pacing.
The unit of time for pacing, that is, seconds, minutes, or hours, depends on the time interval unit that is specified in the campaign strategy in POM.
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Desired EWT (in MINUTE) (High, Medium, Low)
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Type the desired Expected Wait Time to be used for pacing.
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SMS Skillbased with pacing parameter Service Level
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Parameter
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Description
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Pace Variation Step (%)
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Type the percentage by which POM can vary the actual pace to:
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Max Pace (per <time unit>)
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Type the maximum pace to be used for pacing.
The unit of time for pacing, that is, seconds, minutes, or hours, depends on the time interval unit that is specified in the campaign strategy in POM.
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Service Level
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Type the desired service level, in percentage.
You can specify a value from 1 through 100 percent.
Service level determines the maximum nuisance calls allowed. The predictive cruise control algorithm uses this value to ensure that the desired service level is achieved.
For example, if you define the service level as 99 percent, then out of 100 answered calls, 99 calls should be served, and only 1 call is allowed as a nuisance call.
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SMS Skillbased with pacing parameter Queue Length
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Parameter
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Description
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Pace Variation Step (%)
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Type the percentage by which POM can vary the actual pace to:
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Max Pace (per <time unit>)
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Type the maximum pace to be used for pacing.
The unit of time for pacing, that is, seconds, minutes, or hours, depends on the time interval unit that is specified in the campaign strategy in POM.
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Queue Length
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Type the queue length to be used for pacing.
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Email campaign with pacing type None
If you are running an email campaign with pacing type None, you cannot change any parameters. The following message is displayed:
No campaign parameters available for change
Email Timebased
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Parameter
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Description
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Email Pacing (per <time unit>)
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Type the time interval to be used for the pacing.
The unit of time for pacing, that is, seconds, minutes, or hours, depends on the Mail Pace Time Unit that is specified in the campaign strategy in POM.
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Email Skillbased with pacing parameter Average Speed
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Parameter
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Description
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Pace Variation Step (%)
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Type the percentage by which POM can vary the actual pace to:
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Max Pace (per <time unit>)
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Type the maximum pace to be used for pacing.
The unit of time for pacing, that is, seconds, minutes, or hours, depends on the time interval unit that is specified in the campaign strategy in POM.
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Desired ASA (in MINUTE)
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Type the desired Average Speed of Answer to be used for pacing.
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Email Skillbased with pacing parameter Estimated Wait Time
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Parameter
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Description
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Pace Variation Step (%)
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Type the percentage by which POM can vary the actual pace to:
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Max Pace (per <time unit>)
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Type the maximum pace to be used for pacing.
The unit of time for pacing, that is, seconds, minutes, or hours, depends on the time interval unit that is specified in the campaign strategy in POM.
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Desired EWT (in MINUTE) (High, Medium, Low)
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Type the desired Expected Wait Time to be used for pacing.
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Email Skillbased with pacing parameter Service Level
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Parameter
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Description
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Pace Variation Step (%)
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Type the percentage by which POM can vary the actual pace to:
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Max Pace (per <time unit>)
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Type the maximum pace to be used for pacing.
The unit of time for pacing, that is, seconds, minutes, or hours, depends on the time interval unit that is specified in the campaign strategy in POM.
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Service Level
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Type the desired service level, in percentage.
You can specify a value from 1 through 100 percent.
Service level determines the maximum nuisance calls allowed. The predictive cruise control algorithm uses this value to ensure that the desired service level is achieved.
For example, if you define the service level as 99 percent, then out of 100 answered calls, 99 calls should be served, and only 1 call is allowed as a nuisance call.
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Email Skillbased with pacing parameter Queue Length
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Parameter
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Description
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Pace Variation Step (%)
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Type the percentage by which POM can vary the actual pace to:
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Max Pace (per <time unit>)
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Type the maximum pace to be used for pacing.
The unit of time for pacing, that is, seconds, minutes, or hours, depends on the time interval unit that is specified in the campaign strategy in POM.
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Queue Length
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Type the queue length to be used for pacing.
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Call Campaign with pacing type None
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Parameter
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Description
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Priority
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Click the priority that you want to assign to the campaign.
The higher the number, the higher is the priority of the campaign.
If you change the value at run time, the port reassignment algorithm is triggered and ports are reassigned.
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Minimum Ports
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Type the minimum number of ports required for the job.
The minimum port value can be set as 1.
If you change the value at run time, the port reassignment algorithm is triggered and ports are reassigned.
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Maximum Ports
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Type the maximum number of ports required for the job.
If you change the value at run time, the port reassignment algorithm is triggered and ports are reassigned.
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Call Custom
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Parameter
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Description
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Priority
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Click the priority that you want to assign to the campaign.
The higher the number, the higher is the priority of the campaign.
If you change the value at run time, the port reassignment algorithm is triggered and ports are reassigned.
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Minimum Ports
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Type the minimum number of ports required for the job.
The minimum port value can be set as 1.
If you change the value at run time, the port reassignment algorithm is triggered and ports are reassigned.
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Maximum Ports
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Type the maximum number of ports required for the job.
If you change the value at run time, the port reassignment algorithm is triggered and ports are reassigned.
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Cruise Control Based Call Campaign
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Parameter
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Description
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Priority
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Click the priority that you want to assign to the campaign.
The higher the number, the higher is the priority of the campaign.
If you change the value at run time, the port reassignment algorithm is triggered and ports are reassigned.
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Minimum Agents
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Type the minimum number of agents required for the job.
The minimum agent value can be set as 0.
If you change the value at run time, the agent reassignment algorithm is triggered and agents are reassigned.
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Maximum Agents
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Type the maximum number of agents required for the job.
If you change the value at run time, the agent reassignment algorithm is triggered and agents are reassigned.
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Service Level
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Type the desired service level, in percentage.
You can specify a value from 1 through 100 percent.
Service level determines the maximum nuisance calls allowed. The predictive cruise control algorithm uses this value to ensure that the desired service level is achieved.
For example, if you define the service level as 99 percent, then out of 100 answered calls, 99 calls should be served, and only 1 call is allowed as a nuisance call.
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Call Expert call Ratio
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Parameter
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Description
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Priority
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Click the priority that you want to assign to the campaign.
The higher the number, the higher is the priority of the campaign.
If you change the value at run time, the port reassignment algorithm is triggered and ports are reassigned.
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Minimum Agents
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Type the minimum number of agents required for the job.
The minimum agent value can be set as 0.
If you change the value at run time, the agent reassignment algorithm is triggered and agents are reassigned.
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Maximum Agents
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Type the maximum number of agents required for the job.
If you change the value at run time, the agent reassignment algorithm is triggered and agents are reassigned.
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ECR Update probability
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You can specify a higher value than the recommended value if you want to increase the calling pace.
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Expert Call Ratio Type
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Click one of the following:
For Agent Work Time, POM monitors the time agents take to complete the calls and perform after call work. POM adjusts the calling pace accordingly.
For Agent Update Time, POM monitors the time agents take to perform after call work. POM adjusts the calling pace accordingly.
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Minimum Hit Rate
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Type the minimum hit rate for the calls.
Depending on the number of calls answered, the system determines the hit rate and provides that number as an input to the ECR algorithm. This hit rate is guarded by the minimum hit rate parameter so that the hit rate input to the ECR algorithm is not lesser than the minimum hit rate.
Valid values are from 1 through 100 percent. The default value is 30 percent.
For example, if the system calculated hit rate is 30 percent and the minimum hit rate is 50 percent, the system uses 50 percent as the input value for the ECR algorithm. If the system calculated hit rate is 70 percent, the system uses 70 percent as the input value for the ECR algorithm.
For the first five minutes after the job starts, the system does not determine the hit rate and considers the initial call hit rate parameter value configured in the global configurations in POM.
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Call Campaign with pacing type Manual
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Parameter
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Description
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Priority
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Click the priority that you want to assign to the campaign.
The higher the number, the higher is the priority of the campaign.
If you change the value at run time, the port reassignment algorithm is triggered and ports are reassigned.
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Minimum Agents
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Type the minimum number of agents required for the job.
The minimum agent value can be set as 0.
If you change the value at run time, the agent reassignment algorithm is triggered and agents are reassigned.
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Maximum Agents
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Type the maximum number of agents required for the job.
If you change the value at run time, the agent reassignment algorithm is triggered and agents are reassigned.
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Call Preview
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Parameter
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Description
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Priority
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Click the priority that you want to assign to the campaign.
The higher the number, the higher is the priority of the campaign.
If you change the value at run time, the port reassignment algorithm is triggered and ports are reassigned.
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Minimum Agents
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Type the minimum number of agents required for the job.
The minimum agent value can be set as 0.
If you change the value at run time, the agent reassignment algorithm is triggered and agents are reassigned.
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Maximum Agents
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Type the maximum number of agents required for the job.
If you change the value at run time, the agent reassignment algorithm is triggered and agents are reassigned.
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Call Skill Based
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Parameter
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Description
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Priority
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Click the priority that you want to assign to the campaign.
The higher the number, the higher is the priority of the campaign.
If you change the value at run time, the port reassignment algorithm is triggered and ports are reassigned.
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Minimum Ports
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Type the minimum number of ports required for the job.
The minimum port value can be set as 1.
If you change the value at run time, the port reassignment algorithm is triggered and ports are reassigned.
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Maximum Ports
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Type the maximum number of ports required for the job.
If you change the value at run time, the port reassignment algorithm is triggered and ports are reassigned.
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Call Time Based
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Parameter
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Description
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Priority
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Click the priority that you want to assign to the campaign.
The higher the number, the higher is the priority of the campaign.
If you change the value at run time, the port reassignment algorithm is triggered and ports are reassigned.
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Minimum Ports
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Type the minimum number of ports required for the job.
The minimum port value can be set as 1.
If you change the value at run time, the port reassignment algorithm is triggered and ports are reassigned.
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Maximum Ports
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Type the maximum number of ports required for the job.
If you change the value at run time, the port reassignment algorithm is triggered and ports are reassigned.
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Outbound Call Pacing (per <time unit>)
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Type the time interval to be used for the pacing.
The unit of time for pacing, that is, seconds, minutes, or hours, depends on the Call Pace Time Unit that is specified in the campaign strategy in POM.
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