Crear reglas de campaña

Para crear reglas de campaña:

1. Hacer clic Administración.
2. Por debajo Saliente, haga clic Gestión de reglas.
3. Haga clic en Menú > Canales > Salientes > Gestión de reglas.
4. Haga clic en el Reglas de campaña pestaña.
5. Hacer clic Crear nuevo.
6. En el cuadro Nombre de regla de campaña, escriba un nombre descriptivo para la regla.
7. Para permitir la agrupación de condiciones y ver y editar los grupos de condiciones actuales, cambie el conmutador de Reglas avanzadas a Sí. Esta configuración permite acceder a otras capacidades para reglas de campaña avanzadas. Utilice el editor de condiciones para crear condiciones a partir de varios grupos. Cada grupo puede contener una o varias condiciones. Utilice y o o para unir estas condiciones en un único grupo o en varios grupos. 
   
   Nota: Después de guardar una regla avanzada, no se puede volver a las condiciones de la regla anterior.

Configuración de la condición

A continuación, seleccione las campañas o secuencias en las que se aplicarán las condiciones de la regla de campaña. Tenga en cuenta que puede ejecutar condiciones en campañas y secuencias de voz o en campañas digitales, pero no puede ejecutar condiciones en ambos tipos de campaña simultáneamente. Puede seleccionar varias campañas a partir del tipo de campaña o de las secuencias elegidas. Los tipos y secuencias de campaña son:  

• Campañas de voz para establecer condiciones
• Secuencias para ejecutar las condiciones
• Campañas SMS con condiciones
• Campañas de correo electrónico con condiciones

Después de seleccionar el tipo de campaña de voz o digital o secuencias para su regla de campaña, los otros tipos de campañas ya no están disponibles para esta regla.

Condiciones

A continuación, seleccione un tipo de condición o condiciones para que la regla las evalúe.

1. Seleccione un tipo de condición.
   

   Tipo de afección	Se aplica a	Descripción
   Recuento de agentes de campaña	Campañas y secuencias de voz	Bases the rule condition on the number of active agents. If you select this option, you are prompted to select a comparison operator and to supply a numeric value. For example, a rule can check to see if the current number of campaign agents is less than five. If the Advanced Rules toggle is set to Yes, you can specify a time duration for the condition. Switch the Require Duration toggle to Yes and specify a time duration. You can specify a duration in days, hours, and minutes. If a duration is specified, the condition is met when the configured condition is continuously true for the time duration. For example, if the current number of campaign agents is less than five consistently for 30 minutes.
   Progresos de la campaña	Todos los tipos	Basa la condición de la regla en el Porcentaje de Progreso de la Campaña. Si selecciona esta opción, se le pedirá que especifique un porcentaje, de uno a 100, y un operador de comparación. Por ejemplo, una regla puede comprobar si el porcentaje de progreso de la campaña es superior al 80%. El cálculo del porcentaje de contactos marcados es el siguiente (current contacts processed / total contacts) x 100 If the Advanced Rules toggle is set to Yes, you can specify a time duration for the condition. Switch the Require Duration toggle to Yes and specify a time duration. You can specify a duration in days, hours, and minutes. If a duration is specified, the condition is met when the configured condition is continuously true for the time duration. For example, if the current percentage of campaign progress is less than 80% consistently for 30 minutes. .
   Campaña Intentos válidos	Campañas y secuencias de voz	Basa la condición de la regla en el valor de intentos válidos en %. Este porcentaje se calcula dividiendo el número de intentos válidos por el número de registros procesados por la campaña. En la casilla Porcentaje de intentos válidos, introduzca un valor mayor o igual a cero. Si el operador es Mayor que, el porcentaje no puede ser 100. If the Advanced Rules toggle is set to Yes, you can specify a time duration for the condition. Switch the Require Duration toggle to Yes and specify a time duration. You can specify a duration in days, hours, and minutes. If a duration is specified, the condition is met when the configured condition is continuously true for the time duration. For example, if the current number of valid campaign attempts is less than five consistently for 30 minutes.
   Recuento de contactos intentados	Campañas y secuencias de voz	El número de contactos intentados. Introduzca un número entero mayor o igual que cero. If the Advanced Rules toggle is set to Yes, you can specify a time duration for the condition. Switch the Require Duration toggle to Yes and specify a time duration. You can specify a duration in days, hours, and minutes. If a duration is specified, the condition is met when the configured condition is continuously true for the time duration. For example, if the current number of campaign agents is less than five consistently for 30 minutes.
   Recuento de contactos enviados	Campañas digitales	Número de contactos procesados por la campaña digital. Introduzca un número entero mayor o igual que cero. If the Advanced Rules toggle is set to Yes, you can specify a time duration for the condition. Switch the Require Duration toggle to Yes and specify a time duration. You can specify a duration in days, hours, and minutes. If a duration is specified, the condition is met when the configured condition is continuously true for the time duration. For example, if the current number of contacts messaged is less than five consistently for 30 minutes.
   Recuento de resultados empresariales fallidos	Campañas y secuencias de voz	El número de códigos de recapitulación de contactos de la parte correcta que se asignan a resultados empresariales fallidos para la campaña. Introduzca un número entero mayor o igual que cero. If the Advanced Rules toggle is set to Yes, you can specify a time duration for the condition. Switch the Require Duration toggle to Yes and specify a time duration. You can specify a duration in days, hours, and minutes. If a duration is specified, the condition is met when the configured condition is continuously true for the time duration. For example, if the current number of failed business outcomes is less than five consistently for 30 minutes.
   Recuento de resultados empresariales neutros	Campañas y secuencias de voz	El número de códigos de recapitulación de contactos con la parte adecuada que se asignan a resultados empresariales neutros para la campaña. Introduzca un número entero mayor o igual que cero. If the Advanced Rules toggle is set to Yes, you can specify a time duration for the condition. Switch the Require Duration toggle to Yes and specify a time duration. You can specify a duration in days, hours, and minutes. If a duration is specified, the condition is met when the configured condition is continuously true for the time duration. For example, if the current number of neutral business outcomes is less than five consistently for 30 minutes.
   Recuento de contactos del Partido de la Derecha	Campañas y secuencias de voz	El número de códigos de recapitulación de contactos de la parte derecha para la campaña. Introduzca un número entero mayor o igual que cero. If the Advanced Rules toggle is set to Yes, you can specify a time duration for the condition. Switch the Require Duration toggle to Yes and specify a time duration. You can specify a duration in days, hours, and minutes. If a duration is specified, the condition is met when the configured condition is continuously true for the time duration. For example, if the current number of right party contacts is less than five consistently for 30 minutes.
   Recuento de resultados empresariales satisfactorios	Campañas y secuencias de voz	El número de códigos de recapitulación de contactos con la parte adecuada que se asignan a resultados empresariales satisfactorios para la campaña. Introduzca un número entero mayor o igual que cero. If the Advanced Rules toggle is set to Yes, you can specify a time duration for the condition. Switch the Require Duration toggle to Yes and specify a time duration. You can specify a duration in days, hours, and minutes. If a duration is specified, the condition is met when the configured condition is continuously true for the time duration. For example, if the current number of successful business outcomes is less than five consistently for 30 minutes.
   Time of the Day	Todos los tipos	Bases the rule condition on the time of the day. The options you can select depend on the comparator. Is: Select the specific time of the day when the rule must apply. Is between: Select the start and the end time to apply the rule. If the end time is earlier than the start time, the rule runs overnight and ends at the specified time, the next day. For example, if the start time is 6:00 P.M. and end time is 4:00 P.M., the rule applies from 6:00 P.M. of day one to 4:00 P.M. of day two, including the start and end time. Is earlier than: Specify the time before which the rule must apply. The rule is applicable between midnight and the time set. For example, if you set earlier than 9:00 A.M., Genesys Cloud applies the rule between midnight and 8:59 A.M. Is later than: Specify the time after which the rule must apply. The rule is applicable between the time set and midnight. This condition is only available for advanced rules.
   Day of the Week	Todos los tipos	Bases the rule condition on the day of the week. The options you can select depend on the comparator. Is: Select the specific day or days on which the rule must apply. If you require the rule to start on a certain day of the first week and end on the different day the next week, use the Is comparator. For example, if you require the rule to apply between Friday and Monday, choose the Is comparator, and select Fri, Sat, Sun, and Mon. Between: Select continuous days of a week on which the rule must apply. The start and end days are inclusive. This condition is only available for advanced rules.
   Day of the Month	Todos los tipos	Bases the rule condition on the day of the month. The options you can select depend on the comparator. Is: Select the specific day or days on which the rule must apply. To simplify the day selection process, you can choose one of the quick filters, Last day of the Month, Odd day, or Even day, and then remove or add the required days.  Is between: Select the date range; start and end date inclusive. Is earlier than: Select the day of the month before which the rule must apply. If you set the 20th of a month, the rule applies from midnight on the first day of the month to midnight on the 20th of the month. Is later than: Select the day of the month after which the rule must apply. If you set the 20th of a month, the rule applies from midnight on the 21st to midnight on the last day of the month. This condition is only available for advanced rules.
   Weekday of the Month	Todos los tipos	Bases the rule condition on the weekday of the month. The options you can select depend on the comparator. Is: Select the specific weekday on which the rule must apply. To simplify weekday selection, you can choose one of the quick filters, such as Last or Every for the weekday and Each Month for the month. Is between: Select the weekday range; start and end day inclusive. You need to specify both dates uniformly, that is, you need to use either First, Second, Third, Forth, or Last for both weeks or Every for both weeks and you need to use either named month or Each Month for both months. Is earlier than: Select the weekday of the month before which the rule must apply. If you set the third Monday of each month, the rule applies from first day of the month to midnight of the third Monday of the month.  Is later than: Select the day of the month after which the rule must apply. If you set the third Monday of a month, the rule applies from midnight on the third Monday of the month to midnight on the last day of the month. This condition is only available for advanced rules.
   Specific Date	Todos los tipos	Bases the rule condition on a specific date. The options you can select depend on the comparator. To apply the rule set in the comparator once, on a specific date, set the Include Year option to Yes. To specify that the rule must apply for the date or dates every year, set the Include Year option to No. Is: Select the specific date on which the rule must apply. You can select only one date at a time. To have two non-continuous dates, add another sub condition.  Is between: Select the date range of a year on which the rule must apply. The start and end days are inclusive. If the year is not included and start date is later than the end date, the end date is treated as the next year date. For example, if the start date is November 21 and end date is March 1, the rule applies until March 1 of the subsequent year.  Is earlier than: Specify the date of the year before which the rule must apply. If the year is not included and if you set May 15, the rule applies from January 1 to May 14 every year, including the start and the end date. Is later than: Specify the date of the year after which the rule must apply. If the year is not included and if you set the October 20, the rule applies from October 21 to December 31 every year, including the start and the end date. This condition is only available for advanced rules.
   Campaign Run Time	Campañas y secuencias de voz	The duration of time while the campaign is in On state. Enter the duration in days, hours, and minutes. Enter integers greater than or equal to zero. Toggle Include campaign waiting time to specify whether the duration includes all states, or only when the health state of the campaign is Running normally. This condition is only available for advanced rules.
   Campaign Wait Time	Campañas y secuencias de voz	The duration of time while the campaign is in a waiting state. Enter the duration in days, hours, and minutes. Enter integers greater than or equal to zero. Select whether the condition applies to the Waiting for Agents, Waiting for Contacts, or Waiting for Lines state. This condition is only available for advanced rules.

2. (Opcional) Para añadir otra condición de regla, haga clic en Añadir nueva condición.
3. Si la regla tiene más de una condición, active el interruptor Match any or All Conditions para seleccionar si las acciones se ejecutan si se cumple alguna condición o sólo cuando se cumplen todas las condiciones. El valor predeterminado es Todos.

Comportamiento

Con Reglas avanzadas, Ejecutar acciones permite controlar la frecuencia de ejecución de las acciones cuando se cumplen las condiciones de las reglas de campaña. Para Reglas avanzadas, seleccione una de las siguientes Acciones de ejecución:

• • On Each Triggering-Conjunto de acciones que se ejecutan en cada activación para la campaña objetivo o un conjunto de campañas objetivo, cada vez que se cumplen las condiciones. 
  • Once Per Day—Executes a set of actions for each target campaign or a set of target campaigns once each day. The actions are executed the first time the conditions are met and do not repeat until the next day, even if the conditions are met again. The time zone used by the Advanced Rule is determined by the time zone setting of the browser when the Advanced Rule is created.

1. Seleccione un tipo de acción para que la regla la lleve a cabo. Las acciones disponibles son:

   • Change Campaign Queue—Sets the queue of agents that you want to participate in this campaign. This applies to Voice Campaigns only. To filter the list, type all or part of a name in the Queue filtered box. If you do not type filter text, the Queue box lists all queues.
     This action can only be applied to non-running campaigns.
     In the Campaigns box, select the campaigns to run the action for. You can also apply this action to the campaign that the condition of the rule has been triggered for, toggle the Use Triggering Campaign switch to Yes.
     
   • Cambiar plantilla de campaña:selecciona la plantilla que se aplicará a las campañas de SMS o correo electrónico de destino.

   • Reciclar campaña-recicla la campaña, de modo que la marcación vuelve a empezar desde el primer contacto. Se aplica a las campañas de voz y digitales. Si recicla una campaña que está apagada, la campaña se inicia en el primer registro cuando se enciende. Si se recicla una campaña completada, el reciclaje es innecesario ya que la campaña comienza en el primer registro de contacto de todos modos.

     

     Seleccione las campañas que desea reciclar en el cuadro Campañas o, para aplicar esta acción a la campaña actual, active el interruptor Utilizar campaña desencadenante en Sí.
     

     Note: When you set up a recycle rule to recycle a campaign after it reaches 100% completion, you must configure the campaign as Always Running for the recycle to consistently trigger without the campaign turning off.

   • Set Campaign Dialing Mode—changes the dialing mode used to place calls on one or more running campaigns. This applies to Voice Campaigns only. You are prompted to specify the dialing mode. For more information about dialing modes, see Dialing modes. Not all dialing modes are interchangeable. The allowable dialing mode changes are:

     Cambia desde	Para previsualizar	A progresivo	Prender	A predictivo	A Agentless	A llamadas externas
     Avance
     Progresivo	X
     Poder	X	X		X
     Profético	X	X	X
     Sin agente
     Llamada externa

     Nota:  Si selecciona esta acción para cambiar una campaña del modo de marcación progresiva a predictiva o de potencia, asegúrese de conocer cualquier Ajustes de configuración de DNC.com que podría verse afectado, como GRAMO y H para teléfonos inalámbricos.

     Seleccione las campañas en el cuadro Campañas o, para aplicar esta acción a la campaña actual, cambie el interruptor Utilizar campaña desencadenante a Sí.

     
   • Set Campaign Max Calls Per Agent—Limit the maximum number of outbound campaign calls that the system can place for an agent at a time, for the specific campaign. This applies to Voice Campaigns only. If no value is entered, the default value in Outbound Settings is used. This setting can be less than or greater than the value specified in Outbound Settings, if the value entered is within the allowed boundaries. In the Campaigns box, select the campaigns to run the action for. To apply this action to the campaign that the condition of the rule has been triggered for, toggle the Use Triggering Campaign switch to Yes.
     
   • Establecer mensajes de campaña por minuto-Establece el valor de los mensajes SMS y de correo electrónico por minuto, que se aplicarán a las campañas objetivo.
     
   • Set Campaign Number of Lines—Select the Lines value to set the total maximum number of lines that this outbound campaign can consume. This applies to Voice Campaigns only.
     This action switches all target campaigns into Lines Distribution by Reserved Number of Lines mode. This action is only applicable to auto-dialing campaigns. For more information, see Step 10 in Outbound Lines Distribution. In the Campaigns box, select the campaigns to run the action for. To apply this action to the campaign that the condition of the rule has been triggered for, toggle the Use Triggering Campaign switch to Yes.
     

   • Set Campaign Priority—sets the importance of a campaign relative to others that are running. This applies to Voice Campaigns only.

     Se le pedirá que asigne un número entero entre uno y cinco, ambos inclusive. Esta configuración ayuda a la marcación saliente a determinar cuántas llamadas realizar en cada campaña para cada agente.

     Seleccione las campañas en el cuadro Campañas o, para aplicar esta acción a la campaña actual, cambie el interruptor Utilizar campaña desencadenante a Sí.

     

   • Set Campaign Weight—Select the Weight value to set the relative share of lines that a campaign is assigned. This applies to Voice Campaigns only.
     This action switches all target campaigns into Lines Distribution by Weight mode. This action is only applicable to auto-dialing campaigns. For more information, see step 10 in Outbound Lines Distribution. In the Campaigns box, select the campaigns to execute the action for. To apply this action to the campaign that the condition of the Rule has been triggered for, toggle the Use Triggering Campaign switch to Yes.
     
   • Set Compliance Abandon Rate—Set the maximum percentage of abandoned calls allowed for the campaign. This applies to Voice Campaigns only. Enter a value with the precision to the tenths of a decimal, for example, 0.2, 3.1, or 4.0. The default value is 5.0. This action is only applicable to campaigns in Power and Predictive dialing modes.
     The value entered is automatically rounded to the tenth of a decimal if the precision is greater than a tenth. For example, 5.77 is automatically rounded to 5.8. For more information, see Outbound abandoned calls.
     In the Campaigns box, select the campaigns to run the action for. To apply this action to the campaign that the condition of the rule has been triggered for, toggle the Use Triggering Campaign switch to Yes.
     

   • Turn Campaign Off—Halts outbound dialing for campaigns that you select, or for the current campaign, if you toggle the Use Triggering Campaign switch to Yes. This applies to both Voice and Digital Campaigns.

   • Turn Campaign On—Starts outbound dialing for campaigns you select, or for the current campaign if you toggle the Use Triggering Campaign switch to Yes. This applies to both Voice and Digital Campaigns.
     
   • Desactivar secuencia: Realiza la marcación saliente para cada campaña actual en secuencias seleccionadas. Posteriormente, no se realiza ninguna marcación para esas secuencias, ya que todas sus campañas están desactivadas.
   • Turn Sequence On—Starts sequences of chained campaigns. The next campaign in each sequence will start dialing immediately when the previous campaign has attempted to dial all its contacts. If a sequence is previously completed, the first campaign in the sequence is activated. Otherwise, the sequence attempts to resume the previously active campaign at its last location in the contact list.
2. (Opcional) Haga clic en Agregar nueva acción para agregar otra acción.
3. Hacer clic Ahorrar. La regla se agrega a la Vista de reglas de campaña.

4. Para que surta efecto, una regla de campaña debe activarse estableciendo su interruptor en la vista Reglas de campaña. Busque la nueva regla en la vista Reglas de campaña. Luego establezca su Estado en Sobre.

   

   Si una regla de campaña tenía su campaña correspondiente eliminada y se intenta volver a habilitar esa regla de campaña, aparece un mensaje de brindis para indicar que la campaña ya no existe. El mensaje es: