Overview
Outbound quotas are used in campaigns where fulfilling the campaign purpose means successfully processing a subset of records from a calling list. Typical examples of such campaigns are opinion polls and surveys. In a quota-based campaign, records are selected for dialing from the associated calling list based on the conditions set in the quota configuration. The dialing stops once the specified number of such records have been completed with desired dispositions.
Bright Pattern Contact Center supports the following types of quotas:
- List-wide quotas are set for the entire list. With a quota of this type, records are selected for dialing from the entire list without any specific selection criteria. Dialing stops once the desired number of records have been completed with any dispositions of the success type.
- Disposition-based quotas can be used to set separate limits for specific dispositions of the success type defined within the given campaign. Records are selected for dialing from the entire list without any specific selection criteria. Dialing stops once the desired number of records have been completed with each disposition for which a quota is set.
- Field-based quotas are set with respect to a specific type of data within the calling list (i.e., a specific field). Multiple field values can be defined. Dialing stops once the desired number of records within each value have been completed with any disposition of the success type. Field-based quotas can be set for text and numeric fields.
- For text fields, the dialer will select records whose value in the given field matches a value specified in the quota (e.g., calling a number of people from each specified specified state or province).
- For numeric fields, the dialer will select records whose value in the given field fits within a value range specified in the quota (e.g., calling a number of people from each specified age group).
Additional Information
Two field-based quotas can be used in combination to create more complex sampling conditions (e.g., calling a number of people from each specified age group within each specified state/province).
One field-based quota also can be used in combination with one disposition-based quota.
Each quota set within a campaign can be monitored separately via the real-time quota metrics view available to campaign operators via the Agent Desktop application.
Campaign results have a special field that marks all list records whose processing within campaign was not finished (or never started) because a quota was reached.