General Campaign Name (General)

Description
Campaign Type
Dialing Mode
Select Skill
Select Agents
Select DID / DID Group
Select DID Rule
Number Masking for Agent
Number Masking for All (Agent / Supervisor / Manager
Select Auto Wrap-up Duration
Campaign Recording
AMD Detection
Abandonment Strategy Manage Call Pacing Ratio
Rechurn Strategy Configure Re-chrun Strategy

Set Daily Attempts

Set Lifetime Attempts
Select Dialing List
Dialing Strategy Configure Dialing Strategy
Select Campaign Dispositions Select Campaign Disposition / Create Campaing Dispositions
Live Agent, Virtual Agent, Voice Blast, IVR Blast
Predictive, Progressive, Preview

Yes/No
Yes/No

Record all Calls / Record with consent / Record at agent level

Yes/No
Adjust call pacing / stop campaing

3, retry for the following dispositions, System Dispositions, Agents Dispositions - Retry after
campaing completion / Retry with a specific time interval
15, Select dialing days and each day how many attempts until 15 attempts are completed
Select List / Set Dialing priority
Will also have option to set dialing order
 Metric Trigger Condition Severity Default Adjustment

Agent Idle Time % ≤ 5% 🔴 Critical −0.5

6–10% 🟠 Warning −0.3
11–20% 🟡 Info 0
21–30% 🟠 Warning 0.2
> 30% 🔴 Critical 0.5
Abandon Rate % < 1.5% 🟡 Info 0.3
1.5–2.5% 🟠 Warning 0
2.6–3.0% 🔴 Critical −0.3
> 3.0% 🔴 Critical −0.5
Answer Rate % < 20% 🔴 Critical 0.4
21–35% 🟠 Warning 0.2
36–50% 🟡 Info 0
> 50% 🟠 Warning −0.2
Agent Occupancy % < 70% 🔴 Critical 0.3
70–85% 🟡 Info 0
86–95% 🟠 Warning −0.2
> 95% 🔴 Critical −0.4
Avg Wait Time (sec) < 2s 🟡 Info 0.3
2–4s 🟡 Info 0
4.1–6s 🟠 Warning −0.2
> 6s 🔴 Critical −0.4
Live Agents Available 0 🔴 Critical −0.6
1–2 🟠 Warning −0.3
3–5 🟡 Info 0
>5 🟡 Info 0.2
 Action Type Reason Set Custom Range
This setting is for Default Call Pacing Rati
Agents are overloaded and
Decrease pacing []
Slightly decrease continuously
Idle time veryactive
low; agents are
[]
pacing nearly at capacity
Optimal utilization; no action
Maintain []
Slightly increase required
Some agent underuse; dialing
[]
pacing can be increased
Significant safely
underutilization;
Aggressively increase []
agents mostly idle
Well below regulatory
Increase (safe zone) []
threshold;
Nearing riskpacing can increase
threshold; hold
Maintain []
current dial rate
Approaching TCPA compliance
Decrease []
limit
Regulatory violation likely;
Strong decrease []
urgent
Very lowaction needed need
connectivity;
Aggressive increase []
Slightly increase more volume
Moderate contact rate; safe to
[]
pacing ramp up
Healthy contact rate; no
Maintain []
adjustment needed
Risk of over-contacting good
Dial-back slightly []
leads
Increase pacing Agents are underutilized []
Maintain Ideal workload []
Slightly decrease
Pushing agent limits []
pacing Risk of burnout or
Decrease []
performance
No caller wait;degradation
system can
Increase pacing []
handle more volume
Maintain Acceptable wait duration []
Slightly decrease
Longer than ideal wait times []
pacing Poor CX; callers waiting too
Drop pacing []
long
No agents available;
Pause campaign []
guaranteed dropped calls
Reduce pacing Extremely limited live capacity []
Maintain Borderline agent pool []
Light increase Sufficient capacity for more
[]
possible dialing
Default Call Pacing Ratio of 3
 Metric Trigger Condition Severity Default Adjustment

Agent Idle Time % ≤ 5% 🔴 Critical −0.4

6–10% 🟠 Warning −0.2

11–20% 🟡 Info 0

21–30% 🟠 Warning 0.2

> 30% 🔴 Critical 0.4

Abandon Rate % < 1.5% 🟡 Info 0.2

1.5–2.5% 🟠 Warning 0

2.6–3.0% 🔴 Critical −0.3

> 3.0% 🔴 Critical −0.5

Answer Rate % < 20% 🔴 Critical 0.3

21–35% 🟠 Warning 0.2

36–50% 🟡 Info 0

> 50% 🟠 Warning −0.2

Agent Occupancy % < 70% 🔴 Critical 0.3

70–85% 🟡 Info 0

86–95% 🟠 Warning −0.2

> 95% 🔴 Critical −0.4

Avg Wait Time (sec) < 2s 🟡 Info 0.2

2–4s 🟡 Info 0

4.1–6s 🟠 Warning −0.2

 > 6s 🔴 Critical −0.4

Live Agents Available 0 🔴 Critical −0.6

1–2 🟠 Warning −0.3

3–5 🟡 Info 0

>5 🟡 Info 0.2

 Action Type Reason

Decrease pacing Agents are overloaded and constantly engaged

Slightly decrease pacing Near full utilization

Maintain Balanced productivity

Slightly increase pacing Mild underuse

Aggressively increase High idle time; agents are underutilized

Increase (safe zone) Low abandon risk

Maintain Borderline risk

Decrease Approaching TCPA limit

Drop pacing immediately Compliance breach risk

Aggressively increase Very low connect rate

Slightly increase pacing Moderate contact rate

Maintain Healthy contact rate

Slightly decrease Risk of overcalling good leads

Increase pacing Too much idle time

Maintain Balanced load

Slightly decrease pacing Agents reaching fatigue levels

Decrease pacing Burnout risk

Increase pacing Room to dial faster

Maintain Acceptable wait time

Slightly decrease pacing Wait time above optimal

Drop pacing Poor customer experience

Pause campaign Risk of dropped calls

Reduce pacing Very low agent availability

Maintain Limited but stable capacity

Increase possible Extra agents available

Set Custom Range

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 CALL ATTEMPT SCHEDULING

Setting Type Example / Options

Max Attempts Per Day Numeric 3

Min Time Between Attempts Time Picker 2 hours

Call Time Window Time Range 09:00 AM – 07:00 PM

Days to Retry (No Answer) Multi-select Mon, Tue, Thu

Max Attempts Per Week Numeric 6

CALLER ID MANAGEMENT

Setting Type Example / Options

Local Presence Mode Toggle ✅ On / ❌ Off

CLI Pool Assignment Dropdown India Pool, US Pool, UK Pool

Rotate CLI After X Attempts Numeric 2

Use Verified Caller ID Toggle ✅ On / ❌ Off

BEST TIME TO CALL (BTTC)

Setting Type Example / Options

Enable BTTC Prediction Toggle ✅ On / ❌ Off

Use Historical Call Logs Checkbox ☑ Yes

BTTC Update Frequency Dropdown Daily, Weekly, Monthly

Agent Marked Call Window Toggle ✅ Use Preferred Call Time Tags
DULING SMART RETRY LOGIC

Purpose Trigger Behavior Next Attempt Timing

Prevent spamming leads No Answer +2 hrs, different time slot

Ensure spaced-out retries Call Declined Next day evening

Avoid calling at inconvenient hours Voicemail Detected 24h later, same slot

Retry only on selected weekdays 3x Avoided After 72 hours, deprioritize

Set a weekly limit to maintain compliance

MENT OMNI-CHANNEL FOLLOW-UP SETTINGS

Purpose Channel Triggered After

Use local area code for better pickup chances SMS 1st Missed Call

Assign region-specific number pools Email After 3rd Attempt

Avoid spam flagging on reused numbers WhatsApp Manual or 2nd Decline

Use branded, carrier-verified numbers

BTTC)

Purpose

Use AI to find best time to reach contact

Learn from past answer times

Refresh prediction intervals

Incorporate agent-suggested call times

ART RETRY LOGIC

CLI Rotation Channel Escalation

Yes Send SMS

Yes Send WhatsApp

No Send Email

Yes Start Email Drip Campaign

NEL FOLLOW-UP SETTINGS

Content Template Example

“Hi {{name}}, we tried calling. Reply here to
chat.”
“Still trying to reach you. Schedule a
callback here.”
“Can we assist you now via WhatsApp?”