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Conditions

Conditions are the filters used to determine when a dialing rule should be applied. They allow users to create highly specific and targeted rules based on various call attributes and custom fields.

Available Filters​

  1. Record Status The status filter matches based on the current status of the record. Options include:

    • Retry: Record is marked for retry
    • Failed: Record has failed processing
    • Completed: Record has completed processing

  2. Result The result filter matches based on the outcome of the call. Options include:

    • Unknown: System couldn't determine the call result
    • Live Voice: Successful contact with a person
    • Answering Machine: Detected when enabled for the campaign
    • Busy: Call couldn't connect due to a busy number
    • Invalid Number: Carrier reported the number as invalid
    • Fax: Fax machine detected
    • No Answer: Remote callee didn't answer
    • Do Not Call: DNC request received
    • Wrong Number: Incorrect number dialed
    • Callback Later: Callee requested a later callback
    • Schedule Callback: A scheduled callback was determined
    • Personal Callback: A specific agent callback was scheduled

  3. Outcome Code

    • Filters based on agent-defined outcome codes
    • Values are configurable by the organization's contact center administrator

  4. Record Attempts

    • Filters based on the total number of attempts made to a specific record
    • Considers all calls to all numbers associated with the record

  5. Phone # Attempts

    • Filters based on attempts to a specific phone number within a record
    • More granular than Record Attempts, focusing on individual numbers

  6. Custom Fields

    • Allows filtering based on user-defined fields (e.g., State, VIP status)
    • Provides flexibility to match organization-specific needs

Comparison Operators​

Each condition supports the following comparison operators:

  • Equals
  • Does not equal
  • Less than
  • Less than or equal
  • Greater than
  • Greater than or equal
  • Contains
  • Doesn't contain

Multiple Conditions​

  • Users can create multiple conditions for a single dialing rule
  • The rule is considered a match if ANY of the conditions are met (OR logic)

Best Practices​

  1. Start with broader conditions and refine as needed
  2. Use custom fields to create highly targeted rules
  3. Regularly review and update conditions to ensure they align with current campaign goals
  4. Test conditions thoroughly before applying them to live campaigns
  5. Use a combination of different filter types for more precise targeting

Example Scenarios​

  1. Target high-value customers:

    • Condition: Custom Field "Customer Tier" equals "Premium"

  2. Retry unanswered calls:

    • Condition 1: Result equals "No Answer"
    • Condition 2: Record Attempts less than 3

  3. Route calls to specialized agents:

    • Condition: Custom Field "Product Interest" contains "Enterprise Solution"

By effectively utilizing Conditions, users can create sophisticated dialing rules that precisely target the right records at the right time, improving campaign efficiency and compliance.