Manage Campaigns

Create Campaigns

Required permissions: Campaigns Create

If you've already created a campaign A grouping of skills used to run reports. that you plan to use, you can skip this step. For example, you may have a campaign that you intend to use across several channels.

1. Click the app selector and select ACD.
2. Go to Contact Settings > Campaigns.
3. Click Create New.
4. Enter a value in the Campaign Name field.
5. If your system is configured for divisions, set Division to the division Separate data securely between lines of business. Data can only be accessed from within the division it's part of. you want to assign the campaign to. After you have assigned the campaign to a division, you cannot change it. This option requires the Divisions > Division Assignment permission.
6. Click Create Campaign.

Manage the Skills in a Campaign

Required permissions: Campaigns Edit

When you create a skill, you must assign it to a campaign. However, if you later want to add or remove skills from a campaign, you can do so from the campaign itself.

1. Click the app selector and select ACD.
2. Go to Contact Settings > Campaigns.
3. Click a campaign A grouping of skills used to run reports. to open it.
4. When the campaign opens, click the Skills tab.
5. In the Add Skills section, select the checkboxes next to the skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. you want to assign to the campaign.
6. Click Add Skills. The selected skills will move to the Assigned Skills section.