Create campaign rules

To create campaign rules:

1. Click Admin.
2. Under Outbound, click Rule Management.
3. Click Menu > Channels > Outbound > Rule Management.
4. Click the Campaign Rules tab.
5. Click Create New.
6. In the Campaign Rule Name box, type a descriptive name for the rule.
7. To allow conditions grouping and to view and edit the current condition groups, switch the Advanced Rules toggle to Yes. This setting allows access to other capabilities for advanced campaign rules and additional condition types, including time-based, date-based, and duration-based conditions. Use the condition editor to build conditions from multiple groups. Each group can contain one or more conditions. Use And or Or to join these conditions to a single group, or into multiple groups. 
   
   Note: After you save an advanced rule, you cannot go back to the previous rule conditions.

Condition configuration

Next, select campaigns or sequences for your campaign rule to run conditions on. Note, you can run conditions on either voice campaigns and sequences or on digital campaigns, but you cannot run conditions on both campaign types simultaneously. You can select multiple campaigns from the campaign type or sequences chosen. The campaign types and sequences are:  

• Voice Campaigns to Run Conditions On
• Sequences to Run Conditions On
• SMS Campaigns to Run Conditions On
• Email Campaigns to Run Conditions On

After you select either voice or digital type of campaign or sequences for your campaign rule, the other types of campaigns are no longer available for this rule.

Conditions

Next, select a type of condition or conditions for the rule to evaluate.

1. Select a type of condition.
   

   Type of condition	Applies to	Description
   Campaign Agent Count	Voice Campaigns and Sequences	Bases the rule condition on the number of active agents. If you select this option, you are prompted to select a comparison operator and to supply a numeric value. For example, a rule can check to see if the current number of campaign agents is less than five. If the Advanced Rules toggle is set to Yes, you can specify a time duration for the condition. Switch the Require Duration toggle to Yes and specify a time duration. You can specify a duration in days, hours, and minutes. If a duration is specified, the condition is met when the configured condition is continuously true for the time duration. For example, if the current number of campaign agents is less than five consistently for 30 minutes.
   Campaign Progress	All types	Bases the rule condition on the Campaign Progress Percentage. If you select this option, you are prompted to specify a percentage, from one to 100, and a comparison operator. For example, a rule can check to see if the campaign progress percentage is greater than 80%. The calculation of the percentage of contacts dialed is (current contacts processed / total contacts) x 100 If the Advanced Rules toggle is set to Yes, you can specify a time duration for the condition. Switch the Require Duration toggle to Yes and specify a time duration. You can specify a duration in days, hours, and minutes. If a duration is specified, the condition is met when the configured condition is continuously true for the time duration. For example, if the current percentage of campaign progress is less than 80% consistently for 30 minutes. .
   Campaign Valid Attempts	Voice Campaigns and Sequences	Bases the rule condition on the value of valid attempts in %. This percentage is calculated by the number of valid attempts divided by the number of records that the campaign processed. In the Valid Attempts Percentage box, enter a value greater than or equal to zero. If the operator is Greater Than, the percentage cannot be 100. If the Advanced Rules toggle is set to Yes, you can specify a time duration for the condition. Switch the Require Duration toggle to Yes and specify a time duration. You can specify a duration in days, hours, and minutes. If a duration is specified, the condition is met when the configured condition is continuously true for the time duration. For example, if the current number of valid campaign attempts is less than five consistently for 30 minutes.
   Count of Contacts Attempted	Voice Campaigns and Sequences	The number of contacts attempted. Enter an integer greater than or equal to zero. If the Advanced Rules toggle is set to Yes, you can specify a time duration for the condition. Switch the Require Duration toggle to Yes and specify a time duration. You can specify a duration in days, hours, and minutes. If a duration is specified, the condition is met when the configured condition is continuously true for the time duration. For example, if the current number of campaign agents is less than five consistently for 30 minutes.
   Count of Contacts Messaged	Digital Campaigns	The number of contacts processed by the digital campaign. Enter an integer greater than or equal to zero. If the Advanced Rules toggle is set to Yes, you can specify a time duration for the condition. Switch the Require Duration toggle to Yes and specify a time duration. You can specify a duration in days, hours, and minutes. If a duration is specified, the condition is met when the configured condition is continuously true for the time duration. For example, if the current number of contacts messaged is less than five consistently for 30 minutes.
   Count of Failed Business Outcomes	Voice Campaigns and Sequences	The number of right party contact wrap-up codes that are mapped to failed business outcomes for the campaign. Enter an integer greater than or equal to zero. If the Advanced Rules toggle is set to Yes, you can specify a time duration for the condition. Switch the Require Duration toggle to Yes and specify a time duration. You can specify a duration in days, hours, and minutes. If a duration is specified, the condition is met when the configured condition is continuously true for the time duration. For example, if the current number of failed business outcomes is less than five consistently for 30 minutes.
   Count of Neutral Business Outcomes	Voice Campaigns and Sequences	The number of right party contact wrap-up codes that are mapped to neutral business outcomes for the campaign. Enter an integer greater than or equal to zero. If the Advanced Rules toggle is set to Yes, you can specify a time duration for the condition. Switch the Require Duration toggle to Yes and specify a time duration. You can specify a duration in days, hours, and minutes. If a duration is specified, the condition is met when the configured condition is continuously true for the time duration. For example, if the current number of neutral business outcomes is less than five consistently for 30 minutes.
   Count of Right Party Contacts	Voice Campaigns and Sequences	The number of right party contact wrap-up codes for the campaign. Enter an integer greater than or equal to zero. If the Advanced Rules toggle is set to Yes, you can specify a time duration for the condition. Switch the Require Duration toggle to Yes and specify a time duration. You can specify a duration in days, hours, and minutes. If a duration is specified, the condition is met when the configured condition is continuously true for the time duration. For example, if the current number of right party contacts is less than five consistently for 30 minutes.
   Count of Successful Business Outcomes	Voice Campaigns and Sequences	The number of right party contact wrap-up codes that are mapped to successful business outcomes for the campaign. Enter an integer greater than or equal to zero. If the Advanced Rules toggle is set to Yes, you can specify a time duration for the condition. Switch the Require Duration toggle to Yes and specify a time duration. You can specify a duration in days, hours, and minutes. If a duration is specified, the condition is met when the configured condition is continuously true for the time duration. For example, if the current number of successful business outcomes is less than five consistently for 30 minutes.
   Time of the Day		Bases the rule condition on the time of the day. The options you can select depend on the comparator. Is: Select the specific time of the day when the rule must apply. Is between: Select the start and the end time to apply the rule. If the end time is earlier than the start time, the rule runs overnight and ends at the specified time, the next day. For example, if the start time is 6:00 P.M. and end time is 4:00 P.M., the rule applies from 6:00 P.M. of day one to 4:00 P.M. of day two, including the start and end time. Is earlier than: Specify the time before which the rule must apply. The rule is applicable between midnight and the time set. For example, if you set earlier than 9:00 A.M., Genesys Cloud applies the rule between midnight and 8:59 A.M. Is later than: Specify the time after which the rule must apply. The rule is applicable between the time set and midnight.
   Day of the Week		Bases the rule condition on the day of the week. The options you can select depend on the comparator. Is: Select the specific day or days on which the rule must apply. If you require the rule to start on a certain day of the first week and end on the different day the next week, use the Is comparator. For example, if you require the rule to apply between Friday and Monday, choose the Is comparator, and select Fri, Sat, Sun, and Mon. Between: Select continuous days of a week on which the rule must apply. The start and end days are inclusive.
   Day of the Month		Bases the rule condition on the day of the month. The options you can select depend on the comparator. Is: Select the specific day or days on which the rule must apply. To simplify the day selection process, you can choose one of the quick filters, Last day of the Month, Odd day, or Even day, and then remove or add the required days.  Is between: Select the date range; start and end date inclusive. Is earlier than: Select the day of the month before which the rule must apply. Is later than: Select the day of the month after which the rule must apply.
   Weekday of the Month		Bases the rule condition on the weekday of the month. The options you can select depend on the comparator. Is: Select the specific weekday on which the rule must apply.  Is between: Select the date range; start and end date inclusive. Is earlier than: Select the weekday of the month before which the rule must apply. If you set the 15th of a month, the rule applies from 1st to 14th midnight of every month.  Is later than: Select the day of the month after which the rule must apply. If you set the 20th of a month, the rule applies from 21st midnight to midnight of the last day of the month.
   Specific Date		Bases the rule condition on a specific date. The options you can select depend on the comparator. To apply the rule set in the comparator once, on a specific date, set the Include Year option to Yes. To specify that the rule must apply for the date or dates every year, set the Include Year option to No. Is: Select the specific date on which the rule must apply. You can select only one date at a time. To have two non-continuous dates, add another sub condition.  Is between: Select the date range of a year on which the rule must apply. The start and end days are inclusive. If the year is not included and start date is later than the end date, the end date is treated as the next year date. For example, if the start date is November 21 and end date is March 1, the rule applies until March 1 of the subsequent year.  Is earlier than: Specify the date of the year before which the rule must apply. If the year is not included and if you set May 15, the rule applies from January 1 to May 14 every year, including the start and the end date. Is later than: Specify the date of the year after which the rule must apply. If the year is not included and if you set the October 20, the rule applies from October 21 to December 31 every year, including the start and the end date.
   Campaign Run Time	Voice Campaigns and Digital Campaigns	The duration of time while the campaign is in On state. Enter the duration in days, hours, and minutes. Enter integers greater than or equal to zero. Toggle Include campaign waiting time to specify whether the duration includes all states, or only when the health state of the campaign is Running normally.
   Campaign Wait Time	Voice Campaigns	The duration of time while the campaign is in a waiting state. Enter the duration in days, hours, and minutes. Enter integers greater than or equal to zero. Select whether the condition applies to the Waiting for Agents, Waiting for Contacts, or Waiting for Lines state.
   Campaign Time Since Last Attempt	Voice Campaigns and Digital Campaigns	The duration of time since the last call attempt in a voice campaign or the time since the interaction is sent to the downstream service in a digital campaign. Enter the duration in days, hours, and minutes. Enter integers greater than or equal to zero.

2. (Optional) To add another rule condition, click Add New Condition.
3. If the rule has more than one condition, toggle the Match any or All Conditions switch to select whether actions run if any condition is met, or only when all conditions are met. The default is All.

Actions

With Advanced Rules, Execute Actions allows you to control the frequency of the actions’ execution when campaign rule conditions are met. For Advanced Rules, select one of the following Execute Actions:

• • On Each Triggering—Set of actions executes on each triggering for the target campaign or a set of target campaigns, every time the conditions are met. 
  • Once Per Day—Executes a set of actions for each target campaign or a set of target campaigns once each day. The actions are executed the first time the conditions are met and do not repeat until the next day, even if the conditions are met again. The time zone used by the Advanced Rule is determined by the time zone setting of the browser when the Advanced Rule is created.

1. Select a type of action for the rule to carry out. The available actions are:

   • Change Campaign Queue—Sets the queue of agents that you want to participate in this campaign. This applies to Voice Campaigns only. To filter the list, type all or part of a name in the Queue filtered box. If you do not type filter text, the Queue box lists all queues.
     This action can only be applied to non-running campaigns.
     In the Campaigns box, select the campaigns to run the action for. You can also apply this action to the campaign that the condition of the rule has been triggered for, toggle the Use Triggering Campaign switch to Yes.
     
   • Change Campaign Template—selects the template to be applied to the target SMS or Email campaigns.

   • Recycle Campaign—recycles the campaign, so that dialing starts over starting with the first contact. Applies to Voice and Digital Campaigns. If you recycle a campaign that is off, the campaign starts at the first record when it is turned on. If a completed campaign is recycled, the recycle is unnecessary since the campaign starts at the first contact record anyway.

     

     Select campaigns to recycle from the Campaigns box, or to apply this action to the current campaign toggle the Use Triggering Campaign switch to Yes.
     

     Note: When you set up a recycle rule to recycle a campaign after it reaches 100% completion, you must configure the campaign as Always Running for the recycle to consistently trigger without the campaign turning off.

   • Set Campaign Dialing Mode—changes the dialing mode used to place calls on one or more running campaigns. This applies to Voice Campaigns only. You are prompted to specify the dialing mode. For more information about dialing modes, see Dialing modes. Not all dialing modes are interchangeable. The allowable dialing mode changes are:

     Switch From	To Preview	To Progressive	To Power	To Predictive	To Agentless	To External Calling
     Preview
     Progressive	X
     Power	X	X		X
     Predictive	X	X	X
     Agentless
     External calling

     Note:  If you select this action to change a campaign from Progressive to Predictive or Power dialing mode, make sure that you are aware of any DNC.com configuration settings that might be affected, such as G and H for wireless phones.

     Select campaigns from the Campaigns box, or to apply this action to the current campaign toggle the Use Triggering Campaign switch to Yes.

     
   • Set Campaign Max Calls Per Agent—Limit the maximum number of outbound campaign calls that the system can place for an agent at a time, for the specific campaign. This applies to Voice Campaigns only. If no value is entered, the default value in Outbound Settings is used. This setting can be less than or greater than the value specified in Outbound Settings, if the value entered is within the allowed boundaries. In the Campaigns box, select the campaigns to run the action for. To apply this action to the campaign that the condition of the rule has been triggered for, toggle the Use Triggering Campaign switch to Yes.
     
   • Set Campaign Messages per Minute—Sets the value for SMS and Email messages per minute, to be applied to target campaigns.
     
   • Set Campaign Number of Lines—Select the Lines value to set the total maximum number of lines that this outbound campaign can consume. This applies to Voice Campaigns only.
     This action switches all target campaigns into Lines Distribution by Reserved Number of Lines mode. This action is only applicable to auto-dialing campaigns. For more information, see Step 10 in Outbound Lines Distribution. In the Campaigns box, select the campaigns to run the action for. To apply this action to the campaign that the condition of the rule has been triggered for, toggle the Use Triggering Campaign switch to Yes.
     

   • Set Campaign Priority—sets the importance of a campaign relative to others that are running. This applies to Voice Campaigns only.

     You are prompted to assign an integer between one and five inclusive. This setting helps outbound dialing determine how many calls to place for each campaign for each agent.

     Select campaigns from the Campaigns box, or to apply this action to the current campaign toggle the Use Triggering Campaign switch to Yes.

     

   • Set Campaign Weight—Select the Weight value to set the relative share of lines that a campaign is assigned. This applies to Voice Campaigns only.
     This action switches all target campaigns into Lines Distribution by Weight mode. This action is only applicable to auto-dialing campaigns. For more information, see step 10 in Outbound Lines Distribution. In the Campaigns box, select the campaigns to execute the action for. To apply this action to the campaign that the condition of the Rule has been triggered for, toggle the Use Triggering Campaign switch to Yes.
     
   • Set Compliance Abandon Rate—Set the maximum percentage of abandoned calls allowed for the campaign. This applies to Voice Campaigns only. Enter a value with the precision to the tenths of a decimal, for example, 0.2, 3.1, or 4.0. The default value is 5.0. This action is only applicable to campaigns in Power and Predictive dialing modes.
     The value entered is automatically rounded to the tenth of a decimal if the precision is greater than a tenth. For example, 5.77 is automatically rounded to 5.8. For more information, see Outbound abandoned calls.
     In the Campaigns box, select the campaigns to run the action for. To apply this action to the campaign that the condition of the rule has been triggered for, toggle the Use Triggering Campaign switch to Yes.
     

   • Turn Campaign Off—Halts outbound dialing for campaigns that you select, or for the current campaign, if you toggle the Use Triggering Campaign switch to Yes. This pplies to both Voice and Digital Campaigns.

   • Turn Campaign On—Starts outbound dialing for campaigns you select, or for the current campaign if you toggle the Use Triggering Campaign switch to Yes. This applies to both Voice and Digital Campaigns.
     
   • Turn Sequence Off—Halts outbound dialing for each current campaign in selected sequences. Afterward no dialing is performed for those sequences, since all of their campaigns are off.
   • Turn Sequence On—Starts sequences of chained campaigns. The next campaign in each sequence will start dialing immediately when the previous campaign has attempted to dial all its contacts. If a sequence is previously completed, the first campaign in the sequence is activated. Otherwise, the sequence attempts to resume the previously active campaign at its last location in the contact list.
2. (Optional) Click Add New Action to add another action.
3. Click Save. The rule is added to the Campaign rules view.

4. To have effect, a campaign rule must be turned on by setting its switch in the Campaign rules view. Locate the new rule in the Campaign rules view. Then set its Status to On.

   

   If a campaign rule had its corresponding campaign deleted, and an attempt is made to re-enable that campaign rule, a toast message appears to indicate that the campaign no longer exists. The message is: