Campaigns allow you to group related skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge for reporting purposes.
For example, consider a floral company taking orders for Mother's Day. The company has three agents. One takes calls for red roses (meaning the agent is assigned a skill for taking calls for red roses); one takes calls for yellow roses; and one takes calls for white roses. By creating a campaign called "Roses - Sales", you can group the skills for red roses, yellow roses, and white roses and run a report showing the collective sales for all roses.
After you assign skills to your campaign, you can run the following reports to extract campaign data.
- Campaign Summary by Campaign Report
- Campaign Summary by Skill Report
- Data Download (for advanced users)
