MANUAL 2 - CREATING YOUR CAMPAIGN PART 1

MANAGE TRAINING MANUAL MANUAL 2 - CREATING YOUR CAMPAIGN PART 1

Last Update 7/23/2018

Contents MANUAL 2 - CREATING YOUR CAMPAIGN Training Videos... 2 Campaigns... 3 New Campaign Checklist... 4 Campaigns Screen... 7 Add Campaign... 7 Add Campaign Screen... 7 Campaign Configuration Screen... 8 Pausing the Dialer...10 Deactivate A Campaign...10 Switch to Test Mode...11 Configuration Section...11 Conversions...12 Conversion Screen...12 Add Conversion...13 Show Inactive...13 Dispositions...14 Disposition Screen...14 Add Disposition...15 Show Inactive...15 Data Fields...16 Data Fields Screen...16 Add Data Field...16 Add Data Fields Screen...17

Lead Post...18 Lead Post Screen...18 Add Lead Post...18 Lead Files...22 Lead Files Screen...22 Upload Lead File...22 Lead File Actions...26 Definition...26 Move to Bucket...26 Set Skill Level...26 Pause Dialing...26 Resume Dialing...26 Expire...26 Change Expiration...26 Edit...26 Lead File Actions...27 Definition...27 Export Lead...27 View Leads...27 Delete...27 Show Finalized/Expired Files...27 Reports...28 The Daily Reports Screen...28 Outbound Report...29 Inbound Report...29 Exports...30 Exports List Screen...30 Add Export...30 Show Inactive Exports...33 View Export Screen...34

Manual 2 Creating A Campaign Part 1 In Manual 1, we set up your account by creating Users, Team, DNC lists, Media Attributes, Scorecards, Sounds, Hold Music and Phone Numbers. In Manual 2, we will begin to create your campaign. Not only will we learn how to configure the campaign, we will learn how to add, view and deactivate campaigns, how to put campaigns in test mode and how to pause campaigns allowing you to make the necessary changes. How should my campaign be configured? To prepare for this Manual, think about the following: What type of goals (conversions) will be made in this campaign? Conversions are typically used to identify sales made, but not all campaigns are sales related. Conversions are also used when campaign goals such as; gathering data or setting appointments are met. Do you want the agent to select the conversion, or do you want this conversion to be automated? What type of call results (dispositions) will be on this campaign? Your account does come with canned dispositions such as dialer results, but you will need to add other typical results you have seen regarding a campaign such as; not interested or wrong number. What data entry (data fields) will the agents need to complete in the scripting? What data fields are included in your lead file? What data will the agent collect during the call? What data will need to be reported? Do you want to receive daily reports for your individual campaigns? If yes, who should receive them? Will you need to create a report specific to your clients or organizational needs? If yes, how often will this report be run? Do you have lead files that will be upload or are you receiving real-time leads? CALLSHAPER 1

Training Videos CallShaper has created training videos to go along with each section of this Manual. The links to the videos are listed below. Campaigns Training Video - This video will describe what a campaign is in CallShaper, what a checklist is and where to find it, the campaign screen, adding a campaign, and the campaign configuration screen. Conversions Training Video - This video will review what conversion are and how to add them to a campaign, how to edit, make them inactive and how to reactivate conversions. Dispositions Training Video - This video will review what dispositions are and how to add them to a campaign, how to edit, make them inactive and how to reactivate dispositions. Data Fields Training Video - This video will review what data fields are and how to add them to a campaign, and how to edit them. Lead Post Training Video This video will review what a lead post is, in addition to how to create and edit a lead post. Lead File Training Video - This video will review what a lead file is, requirements, how to upload, edit, pause, resume, export, view and finalize a lead file. Daily Reports This video will review what daily reports are, what information is in the reports, how to disable and enable the daily reports. Export Reports Training Video This video will review what Exports Reports are, the difference between the reports, how to create an Exports report in a campaign, and the options available after a report has been created. CALLSHAPER 2

Campaigns A campaign is created to make outbound calls or receive inbound calls designed to sell a specific product, service or business. They can also be used for fund-raising calls, as well as calls for list updating, data collection, surveys or verification services. Within your CallShaper account, you are not limited to the number of campaigns that can be create and each campaign is configured separately. The configuration includes: Conversions representing sales or a specific goal of the call, Dispositions representing call results when a sale or goal is not achieved, Data fields used to populate reports or scripting, Lead files that are either uploaded or received as real-time leads, How often and in what priority the leads are attempted, A Caller ID and Inbound Numbers, Voicemail designated to the general mailbox and/or the agents, Do not call lists that can be specific to a campaign or account, The hours of operation and how the queue behaves when it has reached its limits or is closed, What sounds are associated with the campaign, Controlling when and who records the calls, What restrictions are put on wrap-up, manual calls, and callbacks, What dialer type is used to make calls, How an IVR performs, Transfers available to the agent, Scripting to handle a call from hello to goodbye, and WebHooks to send data to and from other applications. PLUS MORE!! On the next page, you will find a Campaign Checklist. This checklist is designed to assist you while creating each campaign ensuring all topics mentioned above have been completed or verified that they do not apply to the individual campaign. CALLSHAPER 3

New Campaign Checklist Campaign Information Campaign Name: Supervisor Assigned: Team(s) Assigned: Caller ID: Inbound Number(s): Campaign Schedule: IVR(s) Used Checklist Create agents Create Team Agents are part of a team. Teams are assigned to campaigns. Record Hold Music Record sounds associated with the campaign Not Required -This can be used for agents (during wrap-up and available status) and for customer/clients while they are waiting for an agent to answer. Only an abandon message is required for autodial campaigns - Sounds can include but are not limited to; intro message, closed message, abandon message, caller ID callback IVR message, disclosures or disclaimers. Media Attributes Not Required - This can be used for reporting purposes and assigned to inbound numbers. Phone number(s) purchased to be assigned to the campaign Campaigns must have a caller ID and can have multiple inbound phone numbers. Each campaign should have its own Caller ID. Create Scorecard(s) for campaign Not Required Scorecards are only visible if they are assigned to the campaign. Created Conversions Conversions are typically used for sales and specific call results that complete the goal of the call. CALLSHAPER 4

New Campaign Checklist Created Dispositions Dispositions are used to describe specific call results. Created Data Fields Lead File and Lead Post Daily Reports Exports Report All Data fields in a lead file or to be completed by agents must be added. They can be inserted into a script and are reportable. Lead Post is chosen if live leads are being received, and Lead File is chosen when uploading a file. It is important that each lead record has Express Consent and Inquiry Date. For outbound campaigns only. Not Required -The daily reports provide a high-level overview of what happened yesterday in the campaign. Can be enabled for both inbound and outbound calls. Not Required - Customizable reports that created using the information from the campaigns data fields. Added Blocked Numbers to campaign Not Required Blocking caller from calling into the campaign. DNC lists Not Required Each campaign will have its own DNC list. Additional lists can be added to the campaign. Voicemail - Inbound Not Required Each campaign can have its own voicemail for inbound callers to leave messages. Caller ID Not Required Per attempt settings can be set to show a different caller ID and to change the setting as to when voicemails are left Created Canned Transfers Not Required Canned Transfers will allow an agent to select the transfer from the Transfers Menu in the CDP Desktop Application at any point during the call. Created an IVR Not Required The IVR can transfer, play sounds, busy out, hang up, send to voicemail or an extension, allow the caller to place themselves on the DNC list and perform comparisons. Inbound Numbers To receive inbound calls, Switch to Agent Enabled Mode. Settings Not Required all settings can be set at the campaign level. Each Inbound number can have its own script, media type, media partner, sounds, queue actions, IVR and skill levels assigned. It can be sent to one agent or restrict teams and have a billable duration programmed. CALLSHAPER 5

New Campaign Checklist Completed Script(s) Completed Campaign Setting General Tab Completed Campaign Setting Callback Tab Completed Campaign Setting Voicemail Tab Completed Campaign Setting Queue Tab Completed Campaign Setting Dialer Tab Completed Campaign Setting Leads Tab Completed Campaign Setting Schedule Tab Completed Campaign Setting Sounds Tab Completed Campaign Setting Skills Tab Completed Campaign Setting Recordings Tab Web Hooks Separate scripts can be created for inbound and outbound. Wrap-Up controls, Hold, Script, Agent Cost Enable Callbacks and their settings Outbound voicemails. Voicemail are recorded in the Sound Library. How will the queue perform when open and closed? Predictive mode is used for teams of three or more. Progressive and Preview are used for team of less than three. Determine how and when leads are dialed. Hours and days inbound calls can be received and outbound calls can be made. Not required if using an IVR. All sounds are recorded in the Sounds Library. Not Required Settings for the campaign and Inbound skill routing. Will calls be recorded, can the agent control when recorded? Not Required Web Hooks can be used to send data to and from CallShaper from other applications. This document can be found in the Help Center Library in the Campaigns section titled Campaign Checklist. CALLSHAPER 6

Campaigns Screen The Campaigns screen is where you will go to add campaigns, view existing active or inactive campaigns, and edit the configuration settings of existing campaigns. List of Campaigns Action Buttons Campaign List Section This section contains a list of the campaigns created in your account. Each campaign will have its own configuration settings. To view the campaign settings, click on the campaign name. Add Campaign Before adding a campaign, think about the type of calls you will be taking and/or making. Campaigns can be created using the Auto Dialer or the campaign can be manually dialed. To add a campaign, click the button. Add Campaign Screen When choosing whether the campaign type will be dialed manually or by the Auto Dialer, it is important to understand the types of phone numbers you will be dialing. Ask yourself: Do the leads have wireless numbers or landlines? If your leads have wireless numbers, you must have express consent and an inquiry date to Enable the Auto Dialer. Do you have express consent to call these numbers? If you do not, the lead cannot be called by the Auto Dialer and you must use the Manual Dialer Only option. Please note, a campaign cannot be switched from this mode to Auto Dialer mode. CALLSHAPER 7

Choose the campaign type Note: These dialers will not dial wireless numbers unless express written consent is obtained. Note: Campaigns cannot be switched from this mode to Auto Dialer mode. Name the Campaign Select caller ID from the drop-down list If setting up a campaign to take incoming calls only, choose Auto Dialer Enabled. The dialer can be paused in the Campaign Configuration screen to ensure outbound calls are not made. We will review this setting later in this Manual. Campaign Configuration Screen The Campaign Configuration screen is where you will make all of the changes and adjustments to your campaign. In addition to configuring your campaign, from this screen you can deactivate, change to test mode and live mode, pause and resume dialing on a campaign. CALLSHAPER 8

Campaign Configuration Screen Warning Section The warning section will provide detail of missing information or a specific setting stopping the dialer from dialing on this campaign. If a setting needs to be corrected, click the Fix this Problem link and it will take you directly to that setting. Campaign Stats and Dialer Information Section These sections will give you a high-level overview of your campaign statistics and dialer information. The campaign statistics will not change while you are on this page. CALLSHAPER 9

Action Button Section Pausing the Dialer Using the button will stop the dialer from calling on the campaign. If the campaign is Inbound Only, Pause the dialer so created leads are not contacted. Once paused, the button will change to. Pausing the dialer WILL NOT affect the scheduled callbacks. Callback s will be delivered the agent at the scheduled time. Options Button The options button drop-down list is where you can deactivate a campaign, switch to test mode and switch back to Live Mode. Deactivate A Campaign When a campaign is no longer being used, it is recommended the campaign be deactivated to avoid any confusion. Before the campaign is deactivated, the teams, campaign permissions and phone numbers will no longer be associated with that campaign. To deactivate an existing campaign, click the options button and choose Deactivate Campaign. The campaign is now listed under. To reactive a campaign, click the button. When reactivating campaigns please note, a Caller ID must be assigned during the reactivation process. In addition, all Team and User permissions would need to be manually reinstated. CALLSHAPER 10

Switch to Test Mode Before a campaign is run live, it is highly recommended the campaign is run in test mode first. This will give you an opportunity to test the scripting (covered in Manual 4) and the campaign settings. Most importantly, you can see the campaign from the agent s perspective in the Agent Application. When you log into the Agent Application, all calls are simulated while you are in test mode. The dialer will use the leads you have loaded into the campaign and simulate live calls. Although you are NOT making live calls, you can view the script, choose dispositions and conversions (covered later in this Manual). You can also see the simulated calls in the Call Search screen and view reports based on your activity (covered in Manual 5). To run a campaign in test mode, click the options button and choose Switch to Test Mode. Once you have tested the campaign, you can put the campaign back into the live mode by selecting the Mode. button and choosing, Switch to Live Configuration Section The configuration section is where you will create and adjust the settings of your campaign. In this section, there are a series of Configuration Buttons. Each requires its own configuration based on the needs of the campaign. It is important to note that not all settings are required to run your campaign. Because each campaign is different, all of the settings are available out of the box. As we go through the settings, the ones that are not required will be specified. CALLSHAPER 11

Conversions Conversions represent a sale or a desired call result. Once created, conversions can be automatically assigned through scripting, selected by the agents during wrap up or, manually assigned to a call in the call detail (covered in Manual 5). When a conversion is selected for the call, the lead is considered complete. This means, the agent completed the sale or the goal and the dialer will not attempt to call that lead anymore. The results of the conversions and their point values are reflected in the Top Ten Agents list in both the Manage Site and the Agent Application. Conversion Screen The Conversion screen will show a list of conversions available in your campaign along with the detail of what they are being reported as (sales, downsell, nothing) and their point value. From here, you can add new conversions, edit existing, and see the inactive ones. Because conversions are specific to the type of campaign you are running, the campaign does not come with any conversions. All conversions will have to be added manually. List of Conversions Action Buttons Once Conversions have been added, they will appear in the list. To edit an existing conversion, select the conversion and click the button. The Edit Conversion screen will open with the same options as the New Conversion screen (see next section). CALLSHAPER 12

Add Conversion To add a conversion, click the open. button and the new conversion screen will When creating a conversion please note the point value for each conversion is optional. This is only used when are reporting as sales or downsells. The point total is reflected in the Top Ten Lists located in the Agent Application and the Manage Site. This is the name the agent will see in the Agent Application Does your call center use a point value system to rank or pay agents? Only sales and downsells are reportable Can the agent select during wrap-up? Is the conversion active or inactive? Used if you are reporting conversion codes to clients or management Show Inactive To view the list of inactive conversions, click the button from the conversion screen. The conversion can be reactivated by selecting it, clicking the edit button and choosing active in the status field. CALLSHAPER 13

Dispositions Dispositions are descriptions of what happened on a call that did not result in a sale or the goal of the call. Each campaign includes "required and un-editable" dispositions that can be assigned by the dialer. In addition to the required dispositions, customizable dispositions can be added to the campaign. The dispositions created will tell CallShaper if the correct party was reached, who can see the disposition, if the disposition completes the lead/number or when the next call should be made. Disposition Screen The Disposition screen will provide a list of dispositions available in your campaign. From here, you can add new dispositions, edit existing, review inactive, and reactivate dispositions. Action Buttons List of Dispositions Once a disposition has been created, it will appear on the list of available dispositions. To edit a disposition, select the disposition and click the button. The Edit Disposition screen will open with the same options as the New Disposition screen (See next section). CALLSHAPER 14

Add Disposition To add a disposition, click the open. button and the new disposition screen will New Disposition This is the name the agent will see in the Agent Application Screen Does choosing this disposition mean the correct lead has been contacted? Can the agent select during wrap-up? Choose if the disposition will complete the lead or number. How soon should the dialer try to contact again after the disposition is chosen. Used if you are reporting disposition codes to clients or management Is the disposition active or inactive? If the next dial delay is custom, you can choose the number of minutes, hours or days. The next dial delay is not telling CallShaper when to call the lead back, it is telling CallShaper do not attempt to call the lead back prior to the number of hours, minutes or days specified. Show Inactive To view the list of inactive dispositions, click the button from the disposition list screen. The disposition can be reactivated by selecting it, clicking the edit button and choosing active in the status field. CALLSHAPER 15

Data Fields Data fields are used to populate reports, and to gather data through scripting. Each CallShaper account comes with basic data fields specific to a lead. These data fields will have an * next to their name and cannot be edited or removed. Additional data fields can be added manually. Once Data fields are created, they can be edited but they cannot be removed from a campaign. Data Fields Screen The Data Field screen will provide a list of data fields, their description, an example and the validation type. From here you can add and edit a disposition. List of Data Fields Add Data Field Once the data field has been created they will appear on the list of data fields available in your campaign. To edit a data field, select it and click the button. The Edit Data Field screen will open providing the same options as the New Data Field screen (see next section). Add Data Field To add a data field, click the button and the Add Data Field screen will open. CALLSHAPER 16

Add Data Fields Screen Name must be written as one word For internal use only What should the data look like? If no, field cannot be edited in the script Should the field be masked in lead views? The validation options are: Free-Form Text The agent can freely type the information into the data field based on the maximum length allowed. Descriptions are below Phone number The validation for this field is a 10-digit number. Email Address The validation will check for the @ symbol and the.com,.org, etc. Number Choose; Decimal Places, Minimum Value and Maximum Value. Date An example of this validation type is mm/dd/yyyy. Time An example of this validation type is 16:21:32 Date & Time An example of this validation type is 3/14/2012 4:51 pm. Timestamp (ISO 8601) An example of this validation type is 2014-06-30T15:00:00-0500. Fixed Value List Create a list of options for the agent to select during their call. Regular Expression - This is a sequence of characters that define a search pattern based on the maximum length allowed and the Regex A Perl-compatible regular expression used to validate data posted to this field. Next, we will look at how to get your leads into the dialer. CALLSHAPER 17

Lead Post The lead post is used when receiving real-time lead information. For example, if a lead enters their contact information on a website to be contacted, the lead post will send the lead information directly to an outbound campaign so an agent can contact them. You can determine the frequency, skill level, expiration, data fields, cost and how/if the real-time data is filtered. Once the parameters have been set, instructions are created and can be sent to your client or IT department. You can also set up a daily report so you can stay informed of the Lead Post progress. Lead Post Screen This screen will list the lead post in your campaign, their frequency, post key and bucket the leads are posted to in this campaign. From here you can add new and edit existing lead posts. Add Button List of lead post for campaign Once a Lead Post has been created it will appear on the Lead Post list available in the campaign. To edit the Lead Post, select it and click the button. The Edit Lead Post screen will have the same options as the New Lead Post screen (see next section). Add Lead Post To add a new lead post, click the open. button and the new lead post screen will CALLSHAPER 18

New Lead Post Screen General Tab The general tab provides the file information such as; lead ping, frequency, filtering options, bucket placement, skill level, Caller ID, expiration date, performed scrubs, lead cost, duplicate check settings and file status. Choose how often a file is created. Files are listed under Lead File configuration Enabling Lead Ping will allow a vendor to check your lead data for duplicates before posting new leads. The details will be included in the posting instructions. Prioritization only Can assign a specific Caller ID to each Lead Post Track cost per lead by choosing Cost Per Net Lead in the Cost Tracking and entering Per Lead Cost. This data is entered in US Dollars and reflected in the Lead File CPA Report. Track Cost Per Net Lead, If turned on, enter Per Lead Cost Each file will have an expiration of 30 day unless otherwise specified. All scrubs are automatically selected. Deselect if the scrubs should not be performed. Override campaign settings and specify number of days to check for duplicates in this Lead Post. Turn on and off CALLSHAPER 19

Fields Tab The fields tab is where you choose or to indicate which fields of information will be required. Express Consent and Inquiry date should be selected or you may not be able to call the lead. Advanced Tab The advanced tab is where you can choose to split your files by PubID, PubID, and SubID or do not split. If you choose to split by PubID or PubID and SubID, you will be given additional options to assign buckets and skill assignments. All options will change based on what you choose to filter by Click to add Report Tab The report tab is where you set up the delivery of a daily inventory report for the Lead Post added to your campaign. Choose Enable or Disable Enter each email address the daily report should be sent to separately. Click add, to add them to the distribution list. CALLSHAPER 20

The daily report will provide the following detail on each lead post: Number of leads, duplicates, invalid, scrubbed, loaded, Number of dials, handled, contacts, completes, Number of sales and downsells, Penetration rate, Conversion rate, and Callable records. Posting Instructions Once the Lead Post has been created, Posting Instructions can be generated. To generate Posting Instructions, select the Lead Post from the list and click the button. The posting instructions will contain a URL that you can provide to your client or IT department. The instructions will provide Lead Ping (if enabled), Field Details, Response error and success messages, and a sample of complete post request. CALLSHAPER 21

Lead Files Files containing lead information can be uploaded into your campaign enabling your agents to make outbound calls using the autodialer. Because each lead file is different depending on the needs of the campaign, the only requirements are; all lead files must be in.csv or.xlsx (XLS is not supported) format and include a column for the leads phone number. If the file includes cell phone numbers, you must have a column for express consent (1= express consent, 0 = no express consent) and a column for inquiry date (the date express consent was obtained). Lead Files Screen The Lead Files Screen displays a list of the lead files uploaded into a campaign that are not been finalized or expired. From this screen, you can get a quick view of the status, bucket assignment, skill level, expiration date, net leads, callable leads and the number of dials for each file. Action Buttons List of lead files Upload Lead File Before uploading a lead file, verify data fields have been created in the campaign to match the lead information you would like added to CallShaper for scripting and reporting purposes. If you do not have a data field available to match the column during the upload process, the data will not be uploaded into CallShaper. To upload a lead file into the campaign, click the button. Remember that lead files must be in CSV or XLSX format, include a phone number column and if the file contains cell phone numbers, you must have a column for express consent and one for inquiry date. CALLSHAPER 22

The upload process will go through three screens, Upload File, Sample Results and the Lead File Preview. When finished, an email will be sent to the person who uploaded the file. Upload File Screen In the Upload File screen, you will choose the file to upload, its expiration date, skill level, caller ID, cost tracking, duplicate checks and scrub options. Must be in CSV or XLSX format (XLS is not supported) Default is 30 days from upload date Prioritization only Each file can have a separate caller ID Can choose Cost Per Net Lead or Cost Per File. Data will reflect in the Lead File CPA report If yes, lead could show in the callable column Override campaign settings and specify number of days to check for duplicates in this Lead File. Callable records are records that could be called if there were no restrictions set up in the campaign. For example; if a lead is on a DNC list or in a state that you have restricted from calling on in this campaign, they will show as callable. CALLSHAPER 23

Sample Results Screen In the Sample Results screen, select the format of the file and choose the proper column heading for each column using their drop-down lists. If you cannot find the matching header, you can choose the <Ignore> option. CallShaper will NOT upload columns with <Ignore> as the header. If the data in the column should be uploaded, you must create a data field before uploading the lead file. Default format Use drop-down to match data fields created in the campaign Any column without a data field match will use <ignore> as the option. This data will not be saved in CallShaper Scroll to view all columns Lead File Preview Screen In the Lead File Preview screen, verify the column headings match the data being uploaded. Verify the column headings are correct View other records CALLSHAPER 24

Email Every time a lead file is uploaded into CallShaper, an email titled Lead File Loaded (name of the file) will be sent to the user who uploaded the lead file. The email will contain the Lead File Import Report, detailing the number of original records, duplicates, invalid numbers, scrubbed files, net loaded and callable leads. The email will also contain attachments showing you the records that were not loaded because they were duplicates, invalids, scrubbed and wireless. Lead File Actions Once a lead file has been loaded into CallShaper, changes can be made using the lead file actions menu to move the buckets, set skill level, edit the file, change dialing status, expire, view, export, and delete. To make changes to, view or export a lead file, select the lead file, then the menu. drop-down Some options may not be available based on the files current status. For example: In the menu above, Resume Dialing and Change Expiration options are not available. CALLSHAPER 25

Lead File Actions Definition Move to Bucket During the upload process, the lead file is assigned to buckets 1-4. Each bucket is given a calling percentage in the campaign settings (covered in the next section). The move to bucket option will allow you to change the current bucket the lead file is assigned to. Set Skill Level Pause Dialing During the upload process, the lead file can be assigned to a skill level. The skill levels are a prioritization that will match the skill level of the lead file to the skill level of the agent. Adjusting the skill level of the lead file does not stop an agent from taking or making calls from that particular lead file. Setting the skill level only prioritizes who will get the calls first. You can pause dialing on specific files when you want to stop using the file temporarily or permanently. Pausing the lead file WILL NOT affect the scheduled callbacks within the file. Resume Dialing Expire The resume dialing option is used to START dialing on a new file or used to resume dialing on a paused file. Lead files can be expired if the file is not performing or you no longer want to use the lead file. Using this option will expire the file as of the day you perform this task. The file can then be accessed using the button. If you do not want the expiration date to be today s date, choose the edit option in the File Actions menu to manually input an expiration date. Change Expiration The change expiration option is used when you want to reactivate a lead file that has been expired or finalized. This task will move the file to the resume dialing to make the file active again. list. You may have to select Edit In the Edit screen, you can; change the file name, expiration date, bucket, skill level, caller ID assigned, and Cost Tracking. CALLSHAPER 26

Lead File Actions Export Lead View Leads Definition Files that have been uploaded can be exported into Excel. This task is typically performed when you need to upload the file into a different campaign or if you want to see the lead file with the data fields completed. The view leads option will give you the opportunity to view and export the lead file. In addition, you can access the Lead Detail screen (covered in Manual 5) where you can edit lead information and schedule callbacks for individual leads. When you choose view leads, you will see the list of individual leads in that file, the drop-down, and the button. If you select the individual lead, the Lead Detail screen will open where you will see the and the buttons. Delete Lead files that have a status of uploaded or finalized and have not had any dials made from that file, can be permanently deleted from a campaign. Before you choose this option, please understand this action cannot be undone. Show Finalized/Expired Files Once files have been expired or finalized, they are moved to the screen which displays the same detail as the Lead File screen. From here you can select the file and will have the same File Actions menu available. Next, we will review how to create and generate the reports available within each campaign. CALLSHAPER 27

Reports The Daily report is an automated report sent to designated email addresses. It is a comprehensive overview of the campaigns inventory (leads), sales (conversions), and performance activity as of the previous days outbound and/or inbound calls. The Daily Reports Screen Outbound Report Type the email address then click the add button Inbound Report Type the email address then click the add button Recipient list The daily report will be delivered to the recipient's email each morning by 6:00 am Eastern time. The report is in Excel format and will include the following tabs. CALLSHAPER 28

Outbound Report Inventory Report tab This report contains a list of lead files that have been uploaded to a campaign and the status of those lead file. The details includes: number of dials, calls handled, contact, completes, sales, calls remaining, and penetration. Sales tab This report provides the information on all sales made (conversions labeled sales) for the campaign. The details will include: the lead name, lead ID number, phone number, date of sale, name of agent, media type and the type of sale made Downsells tab This report has information on all downsells made (conversions labeled downsells) on the campaign. The details will include: the lead name, lead ID number, phone number, date of downsell, the name of the agent, the lead file and the type of downsell made. Performance Report tab - Here you will see the detail of the overall performance of the campaign for each day of the current week, week to date, month to date and performance to date. The performance report will specify the number of total hours, per hour stats, conversion rate, penetration rate, totals of all conversion, dispositions, callbacks and total dials. Inbound Report Performance Report tab - Here you will see the detail of the overall performance of the campaign for each day of the current week, week to date, month to date and performance to date. The performance report will specify the number of total hours, per hour stats, conversion rate, penetration rate, totals of all conversion, dispositions, callbacks and total dials. Timesplit tab This report contains the call volume stats of a campaign in 30-minute intervals. The details will include: the number of calls received, abandon, calls handled, the average wait and talk time, sales and agent hours. Media tab This report offers details of calls received to a specific phone number normally initiated from a TV, radio or print advertisement. The details will include: the calls received, calls handled, abandon, wait time, talk time and how many of those calls were converted. Sales tab This report provides the information on all sales made (conversions labeled sales) for the campaign. The details will include the lead name, lead ID number, phone number, date of sale, the name of the agent, media type and the type of sale made. Downsells tab This has information on all downsells made (conversions labeled downsells) on the campaign. The details will include: the lead name, lead ID number, phone number, date of downsell, the name of the agent, the lead file and the type of downsell made. CALLSHAPER 29

Exports The Exports report is a customizable report that offers data fields pertaining to the Campaign, Call, Agent, Lead File, and Lead based on the type of report and criteria selected. Users can create one or multiple reports per campaign and have it delivered to an FTP site or by email on an hourly, daily, weekly or monthly basis at a specified time of day. The Exports report can be run on demand, edited, deactivated, reactivated and recreated by a simple click of a button. There are three different types of Exports Reports that can be created; Call, Lead, and Agent. Each type will have different format options and data columns to choose from. Exports List Screen The Export List screen will display a list of all active Exports reports on that campaign. The detail will include; the name of the report, the day(s) and time the report will be sent to the recipients and the date of the last export. List of Reports Action Buttons Add Export Before adding an Exports report, make sure the data fields you intend to use have been added to the campaign and determine the type of report you are looking to create. There are three types of reports that can be created; Call, Lead, and Agent. To add an Exports report, click the Lead, or Agent. drop-down action button and choose Call, CALLSHAPER 30

General Tab This tab is the same for all three reports. On this tab, you will name the file, determine the frequency (daily, weekly, monthly and hourly) and time of day the report will be generated. This tab is the same for all three reports. Options will change based on frequency Filters Tab The filter tab for each report is different. Call Exports - On this tab, choose the time frame reported and filter by no filter (all calls), conversion, disposition or other. If other, you can select the direction of the call and the queue results. Options will change based on the filtered by chosen Agent Exports On this tab, choose the time frame reported and filter to consolidate active time (Available, Logging In, On Call, Wrap Up, Callback, Preview, and Manual status) and include End Of Shift status. CALLSHAPER 31

Lead Exports - On this tab, choose the date filter field, time frame reported, exclusions, File name contains (must be an exact match) and filter by No Filter, PubID, PubID/SubID, or Last Call Disposition. Each filter, (except No Filter) will list the options available to choose from your campaign. Must match exactly Options will change based on the filtered by chosen Format Tab This tab is the same for all three reports. On this tab, choose the file name and the format of the report. To add a date to the filename, refer to the list of dynamic values in this image. What the output file is named. The following sequences will be replaced with a dynamic value: %m Current month %d Current day %y Current year %H Current hour (24-hour format) %h Current hour (12-hour format) %i Current minute %a Current am/pm %sm Start of filter range date %sy Start of filter range year %em End of filter range month %ed - End of filter range day %ey End of filter range year Columns Tab On this tab, select the data fields, column headings and the order the fields will appear in the report. The setup of all reports is the same however, you will have different options for each report type. Call - You will be given a list of options from Agent, Lead, and Call data pertaining to the call. Lead You will be given a list of options from Last Call, Last Call Agent and Lead data pertaining to that call. Agent You will be given a list of options from, Agent and Agent Status pertaining to each call the agent handles. CALLSHAPER 32

From campaign data fields (shows section and data field name) Delete Reorder column Column Headings Add new column Delivery Tab This tab is the same for all three reports. On this tab, determine who the report will be sent to and what delivery method will be used. It is recommended that all files be zipped before delivery. Select Yes if file should be encrypted and input PGP Public Key Choose email or FTP. Options will change based on delivery method Type the email address and click the add button Recipient list Can use dynamic values in the email subject If sending to an FTP site, the Protocol, FTP Host, FTP Path, Login, and Password are required. Show Inactive Exports The screen will list of inactive Exports Reports for that campaign. This screen will include the same detail as the Exports Report List Screen. CALLSHAPER 33

Report List Section In the report list section, select an Exports report to edit, deactivate, run or see the report history. Report detail Action Buttons View Export Screen Action Button Definition The edit button will open the Edit Exports screen which will have the same options as the Add Exports screen. The deactivate button will move the Exports report to the inactive exports reports list. Once deactivated, you will have the option to The run now button will run the report on demand. The report will be sent to the delivery method chosen. The history button will provide a list of each report that has been generated. Individual reports can be downloaded using the button. Now that we have the leads loaded, let s move on to the next manual. This is where you will configure agent settings, voicemail, caller ID, DNC, canned transfers, IVR s, inbound, dialer and queue settings. CALLSHAPER 34

Notes MANUAL 2 - CREATING YOUR CAMPAIGN CALLSHAPER 35

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