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Actions

Actions are the operational responses executed when a dialing rule's conditions are met. They allow business users to dynamically modify campaign behavior, ensuring compliance with regulations and optimizing campaign performance.

Key Features​

  • Multiple actions can be defined for each matched record
  • Actions provide precise control over campaign flow and record handling

Supported Actions​

  1. Set Record Status Defines the status of the record after the rule is applied. Options include:

    • Retry: Marks the record for another attempt
    • Failed: Classifies the record as unsuccessful
    • Completed: Marks the record as successfully processed New Holiday List

  2. Set Record Outcome

    • Defines a specific outcome for the record
    • Useful for categorizing results and generating reports New Holiday List

  3. Retry After Determines the interval before the next attempt on the record. Options include:

    • Minutes
    • Hours
    • Days
    • Example: Retry after 45 minutes

    Form Fields:

    • Value: The numeric value of the retry waiting period
    • Unit: The unit of the retry waiting period (e.g. Minutes, Hours, Days) New Holiday List

  4. Limit Record Attempts

    • Restricts the number of attempts for a record within a specified timeframe
    • Example: No more than 10 attempts per record in 5 day span

    Form Fields:

    • Limit: The number of attempts allowed in a specified time period
    • Interval: The numeric value of the restricted time period
    • Unit: The unit of the restricted time period (e.g. Minutes, Hours, Days) New Holiday List

  5. Restrict Dialing Schedule

    • Limits call attempts to a specific schedule defined in the application
    • Helps in adhering to calling hour regulations or organizational policies New Holiday List

  6. Add to Dialer Campaign

    • Automatically adds the record to another dialer campaign
    • Useful for routing records between campaigns based on call outcomes
    • Example: Move high-value leads to a priority campaign

Best Practices​

  1. Combine actions strategically to create comprehensive rule outcomes
  2. Use "Set Record Status" in conjunction with "Retry After" for intelligent retry logic
  3. Implement "Limit Record Attempts" to prevent over-dialing and improve efficiency
  4. Utilize "Restrict Dialing Schedule" to ensure compliance with local calling regulations
  5. Use "Add to Dialer Campaign" to create sophisticated lead routing workflows
  6. Regularly review and adjust actions based on campaign performance and changing requirements

Example Scenarios​

  1. Compliance with calling hour regulations:

    • Action 1: Restrict Dialing Schedule to "Business Hours"
    • Action 2: Set Record Status to "Retry"
    • Action 3: Retry After 1 Day

  2. Handling unresponsive records:

    • Action 1: Set Record Outcome to "No Answer"
    • Action 2: Retry After 2 Hours
    • Action 3: Limit Record Attempts to 3 per day

  3. Managing successful contacts:

    • Action 1: Set Record Status to "Completed"
    • Action 2: Set Record Outcome to "Positive Response"

  4. Lead routing workflow:

    • Action 1: Set Record Outcome to "High Value Lead"
    • Action 2: Add to Dialer Campaign "Priority Follow-up"
    • Action 3: Set Record Status to "Complete"

Impact on Campaign Performance​

Effectively configured actions can:

  • Improve contact rates by optimizing retry timing
  • Enhance compliance by enforcing calling restrictions
  • Increase efficiency by intelligently managing record statuses
  • Route leads to appropriate campaigns based on outcomes
  • Provide detailed insights through precise outcome setting

By leveraging the full range of available actions, business users can create sophisticated, dynamic campaigns that adapt to various scenarios, ultimately leading to improved performance and regulatory compliance.