Campaign properties by dialing mode

AI-generated summary

Genesys Cloud provides configurable campaign properties that vary by dialing mode, enabling organizations to customize outbound dialing operations. The platform supports five dialing modes: Agentless, Power, Predictive, Preview, and Progressive, each with distinct property availability. Core properties applicable across all modes include Campaign Name, Contact List, Contact List Numbers, Caller ID Name, Caller ID Phone Number, and Contactable Time Set. Mode-specific properties include Abandon Rate (Agentless, Power, Predictive), Agent Script (Power, Predictive, Preview, Progressive), Allow Skipping of Preview Calls (Preview), and Call Response configuration for handling live persons and answering machines (Power, Predictive, Preview, Progressive). Each campaign represents a collection of settings that directs Outbound Dialing functionality on how to contact a specified list of persons according to prescribed parameters. These configurable properties enable administrators to tailor campaign behavior to specific operational requirements and contact strategies.

This table lists the configurable properties of a campaign by dialing mode:

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Property	Purpose	Agentless	Power	Predictive	Preview	Progressive
Abandon Rate	Maximum percentage of abandoned calls allowed for the campaign.		✓	✓
Agent Script	Written words and logic an agent follows while processing a call.		✓	✓	✓	✓
Allow Skipping of Preview Calls	Whether agents can bypass a preview contact.				✓
Call Response	How the campaign responds to live persons, answering machines, and so on (Call Analysis).	✓	✓	✓		✓
Contactable Time Set	Set of time zone names and when calling can occur for each.	✓	✓	✓	✓	✓
Caller ID Name	The caller ID name that contacts see.	✓	✓	✓	✓	✓
Caller ID Phone Number	The caller ID phone number that contacts see.	✓	✓	✓	✓	✓
Campaign Name	The name of a campaign. Each campaign is a collection of settings that tell Outbound Dialing how to contact a list of persons in a prescribed way.	✓	✓	✓	✓	✓
Contact List	List of contacts for a campaign to dial.	✓	✓	✓	✓	✓
Contact List Numbers	Phone number columns in the contact list that this campaign dials.	✓	✓	✓	✓	✓

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