How to Update Your Campaign Settings
The section is divided into two main components:
The section is divided into two main components:
The Settings section in Campaign Manager allows administrators to configure how campaigns handle call outcomes (dispositions) and retry attempts. These settings help define what happens after a call is completed and how the system should handle leads that require follow-up attempts.
Disposition Management Retry Policies
1. Disposition Management
1. Disposition Management
What It Is
What It Is
Dispositions represent the outcome of a call after an agent interacts with a lead. Agents select a disposition at the end of each call to indicate the result of the interaction.
Examples include: Busy Callback Do Not Call Interested No Answer This helps the system track campaign progress and determine the next action for each lead.
How It Works
When an agent finishes a call, they select a disposition that describes the outcome. The system then uses this information to: Update the lead’s status Determine if the lead should be contacted again Trigger retry rules if necessary
Some dispositions can be marked as Final, meaning no further calls will be attempted.
Some dispositions can be marked as Final, meaning no further calls will be attempted.
Fields Explained
Fields Explained
Name – The label used for the call outcome.
Name – The label used for the call outcome.
Code – Optional internal identifier.
Code – Optional internal identifier.
Category – The type of call result (e.g., Busy, Callback, DNC).
Category – The type of call result (e.g., Busy, Callback, DNC).
Final Disposition – Stops further calls to the lead.
Final Disposition – Stops further calls to the lead.
Default Disposition – Automatically applied if none is selected.
Default Disposition – Automatically applied if none is selected.
Updated – Shows when the disposition was last modified.
Updated – Shows when the disposition was last modified.
Actions – Allows editing of the disposition.
Actions – Allows editing of the disposition.
Creating or Editing a Disposition
Creating or Editing a Disposition
Navigate to Campaign Manager and select Settings.
Navigate to Campaign Manager and select Settings.
Locate the Edit Disposition section.
Enter or modify: Name, Code, Category The category can be adjusted using the dropdown menu Select if it should be Final or Default Disposition You can select both options if you want your default disposition to be your final disposition.
You can also use the “EDIT” option under the Actions column to modify individual dispositions as needed.
You can also use the “EDIT” option under the Actions column to modify individual dispositions as needed.
Click Update to save changes.
Click Update to save changes.
Administrators can also select Seed Defaults to load standard system dispositions.
Administrators can also select Seed Defaults to load standard system dispositions.
2. Retry Policies
2. Retry Policies
Retry Policies define how the system attempts to call a lead again if the initial call attempt fails or requires follow-up.
This ensures leads are contacted multiple times without overwhelming them with repeated calls.
How It Works
If a lead receives a disposition such as Busy or No Answer, the retry policy determines: When the next call should occur How many times the system should retry This automation improves campaign efficiency and increases the chances of reaching leads.
Fields Explained
Fields Explained
Name – Identifies the retry policy.
Name – Identifies the retry policy.
Description – Optional notes about the policy.
Description – Optional notes about the policy.
Retry Delays (minutes) – Time intervals between retry attempts; 15, 45, 60, 240
Retry Delays (minutes) – Time intervals between retry attempts; 15, 45, 60, 240
Max Attempts – Maximum number of call attempts allowed.
Max Attempts – Maximum number of call attempts allowed.
Default Policy – Sets the policy as the default for campaigns.
Default Policy – Sets the policy as the default for campaigns.
Creating a Retry Policy
Navigate to Campaign Manager Settings. Locate the Retry Policies section. Enter: Name Description Retry delays Max attempts
Select Default Policy if required.
Select Default Policy if required.
Click Create.
Click Create.
You may also select Seed Defaults to automatically populate standard retry settings.
You may also select Seed Defaults to automatically populate standard retry settings.
Best Practices
Use Final dispositions for outcomes where further calls are unnecessary (e.g., Do Not Call). Configure retry policies to avoid excessive calling attempts. Use retry delays that allow enough time between call attempts. Regularly review dispositions and retry policies to improve campaign performance.
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