Outbound Playlist Builder

An outbound Playlist is a mechanism that allows us to filter Contacts, or leads, for the purpose of discriminating among the complete set of Contacts in a Campaign, in order to execute focused calls.  This could be useful when we want to keep all the Contacts in a Campaign, but at a given time only call a set of those Contacts that meet a more focused set of criteria; we build Playlists for that, using the Playlist Builder. These Playlists are to be assigned to Campaigns (refer to Campaign Profile) to put them into effect. Do note that a Playlist supersedes any Dial Priorities that may have been set up.

We tell the ChaseData CCaaS system how to build a Playlist through a Playlist Builder, by indicating how to select records using Filters applied on the records.  For example, create a list from records identified with a specific ‘Campaign’ AND a specific ‘Rep’, AND where the Contact address is in a specific ‘State’. The following picture depicts such a filter set definition.

The previous example translates to the following:

_user_guide_filter_1 AND _user_guide_filter_2 OR _user_guide_filter_3

which resolves to:

_user_guide_filter_1 AND (_user_guide_filter_2 OR _user_guide_filter_3)

which effectively expands into:

((Campaign=training) AND (Rep=’testagent’))

AND

((State CONTAINS Florida) OR (State CONTAINS florida))

The rules are as follows:

• Rule 1: The logical operator defined for a filter block is applied between the current filter block and the filter block that follows it
  
• Rule 2: The logical operator for statements within a filter block is always AND.
  

Refer to the following picture.

To configure a Playlist, go the main menu area on the left, click to expand the Out Bound menu, and select Playlist Builder. Then select an existing list from the top-left pull-down menu or create a new list by clicking on the New button, top right.  Refer to the following picture.

As you can see, we have a list of Available Filters on the left panel; when someone creates a Filter, they are made available for use in defining any Playlist. On the right panel we have a list of Active Filters, which represent those Filters that are part of the current Playlist.

You can move Filters between the Available Filters and the Active Filters areas, which effectively builds a Playlist; this can be done either by drag-and-drop or using the action icons between the two window panels.

To add a new Filter, click on the Add Filter button, which pops up a new dialog window. Type the filter name, select the logical operator (AND, OR) to be used between this Filter block and the one that would follow; then create statement lines by clicking on the new item editing area and enter or select the appropriate values.  Hit ENTER or click Update to apply changes. Refer to the picture below.

Each resulting Filter is a group of one or more conditional statements (lines) to which the AND logical operator is applied between each statement; if you have condition statements A, B, and D, your Filter would be interpreted as “A AND B AND C”.

To make a Playlist definition to be available for Campaigns, you must check the List Active checkbox. Refer to the following picture.

You can assign a Playlist definition to a Campaign, which effectively sets the corresponding parameter in Campaign Settings; or you could just do it directly in Campaign Settings at any time, as long as List Active is set.

Refer to the following picture.