Infinite campaigns

• You can configure a linked campaign for an infinite campaign. For an infinite campaign, when yet to dial records becomes 0, the linked campaign is triggered.

Strict agent movement to linked campaigns

• To move the same set of agents to a linked campaign, the linked campaign must have the same skills as those of the agents. To ensure strict movement of agents to the linked campaign only, no other campaign must have the same skills as those of the linked campaign. Also, the agents must be assigned the skills of the linked campaign only.

  Consider four campaigns A, B, C, and D where the linked campaigns AB are configured with skills A(1), B(2), C(2,3), and D(3) and Agent 1 is assigned with skills 1 and 2. For strict agent movement, where Agent 1 must move from Campaign A to Campaign B, skill 2 from campaign C must be removed so that no other campaign has the skills as those of Agent 1. It guarantees the movement of Agent 1 from Campaign A to Campaign B.

  If Campaign C continues to have skills 1 and 2 and Agent 2 moves to Campaign C when Campaign A stops, you can manually move Agent 1 to Campaign B. The manual movement of agent to a campaign also ensures that the agent sticks to that campaign and does not move to any other campaign based on automatic agent balancing and prioritizing features of POM.

• Avoid using linked campaign for infinite campaigns because infinite campaigns are not meant to stop. If you link an infinite campaign to another finite or infinite campaign, be careful when using strict agent movement.

  If no other campaigns have the same skills as those of the infinite campaign and its linked campaign, the agents remain idle if the records in the infinite campaign exhaust. Also, agents cannot move to other non-linked campaigns because such campaigns do not have the skills to acquire the agents. Therefore, for best utilization of agents, you must regularly ensure that the infinite campaign has calls to dial.

• If a campaign uses multi-node strategy and strict agent movement, the agents working on one of the nodes can sit idle if all contacts in that node are dialed. If you want the agents to take calls from other nodes, the agents must be assigned the skills of those nodes that are used in the campaign strategy in POM. On completion of the calls from one node, agents can take calls from the other nodes. On completion of the campaign, the linked campaign starts and the agents move to the linked campaign.

  The linked campaign does not start until the contacts of all nodes are dialed.

Stop campaign and campaign linking

• To stop a campaign and restrict the start of the linked campaign, you must stop a campaign from the Supervisor Dashboard. After you stop the campaign, the Supervisor Dashboard prompts you whether to start the linked campaign. The linked campaign starts depending on what you select in the confirmation message.