Campaigns Overview

What the contact center industry calls a campaign is a skill in inContact. CampaignsA grouping of skills used to run reports., in turn, allow you to group related skillsClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts. for reporting purposes.

For example, consider a floral company taking orders for Mother's Day. The company has three agents. One takes calls for red roses (meaning the agent is assigned a skill for taking calls for red roses); one takes calls for yellow roses; and one takes calls for white roses. By creating a campaign called "Roses - Sales", you can group the skills for red roses, yellow roses, and white roses and run a report showing the collective sales for all roses.

After you assign skills to your campaign, you can run the following reports to extract campaign data.

Related Tasks