Contents

Stage Sets view

Overview

The Stage Sets view manages the stages of a campaign call. Stages identify each segment of a call that statistics can be collected upon. Stage names and other attributes are saved in groups (called Stage Sets) that can be assigned by name to one or more campaigns. For background information, see Stages and Stage Sets.

A Stage Set is nothing more than a set of call stages that have been given a name. Each campaign can have its own Stage Set. However, a Stage Set can be assigned to more than one campaign. This screen displays a list of Stage Set entries at the top. Properties of the selected entry appear in the bottom pane.

Stage Sets are dynamically referenced

When the properties of a campaign are configured, the user can optionally select the name of a Stage Set. From then on, that campaign dynamically references the selected Stage Set. If the user adds or removes a stage, this change is immediately adopted by the campaign. Dynamic references make maintenance easier.

However, adding or removing stages from a Stage Set can potentially cause custom campaign scripts to become out of sync with stage numbers defined in a Stage Set. When a Stage Set is updated, changes must be coordinated with script developers.

Name

Editing this field changes the display name of the Stage Set. The name is just a descriptive label that describes the record, so that you can identify it later when you associate this Stage Set with a campaign. The name can be anything you like, and may contain spaces or special characters; for example "Stages for Newspaper Campaigns".

Stage Name

Every stage has a name. This user-defined label categorizes one or more tasks that agents perform in the course of a campaign call. This name can contain spaces, numbers and special characters.

The [Call Connected] stage

Since each campaign call must begin in the default stage (stage 0), the user interface automatically creates a stage named "[Call Connected]". This default stage cannot be deleted or renamed. It is a predictive stage, meaning that the Outbound Dialer server will collect agent performance statistics while this stage is active.

Stage Number

Every stage has a stage number. When an agent transitions to a different stage, the campaign script sends the stage number (an integer value) to the Outbound Dialer server, to indicate that the agent has entered a new stage. Stage numbers are used in campaign scripts to transition an agent from one stage to another.

Is this stage predictive?

Every stage has a predictive attribute that indicates whether or not the Outbound Dialer server should collect statistics while agents are in that stage. The predictive attribute should be set on stages that lead to a disposition of the call record.

The Outbound Dialer server tracks the amount of time that each agent spends in predictive stages. While a campaign is active, the Outbound Dialer server monitors agent performance at each predictive stage and maintains statistics that allow it to predict the probability that the call will complete in the current stage. The server estimates how long each agent will take to complete that stage of the call.

The ODS does not monitor or factor in time that each agent spends in non-predictive stages. Non-predictive stages are ignored by the predictive dialer, but are useful for reporting purposes.

Key Concept—a predictive stage describes an activity that Interaction Dialer's patented staging algorithm measures as part of its predictive algorithm. The predictive algorithm is a calculation that determines if a call should be made. The calculation is based on a number of factors, including agent status, stage completion measurements and contact list quality.