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Nextiva Contact Center: Campaign Goals

Article 000003501 · Updated Jun 10, 2024 · 1,569 views
Campaign Goals inform users of the number of work items they are expected to handle every 24 hours.   

Creating Campaign Goals 


Search for Campaign Goals in the options menu. Click Plus (+) and fill out the required information.  

Information Tab 

Field NameDescription
NameThe name of the campaign goal. NOTE: Clicking on the globe icon will allow the name to be entered in different languages. 
Description

The description of the campaign goal. NOTE: Clicking on the globe icon will allow the description to be entered in different languages. 

 

Workitem Type Goals Tab

Field NameDescription
InboundThe number of inbound ACD calls that each user should accept every 24 hours. 
OutboundThe number of outbound calls that each user should make each 24 hours. 
PredictiveThe number of progressive calls that each user should make each 24 hours. 
ProgressiveThe number of predictive calls that each user should make each 24 hours. 
ChatThe number of chats that each user should accept each 24 hours.
EmailThe number of inbound emails that each user should accept within 24 hours.

Assigning a Campaign Goal to a Campaign 

Once a Campaign Goal is created, you can assign the campaign goal to a Campaign. After the Campaign Goal is assigned to a Campaign, each User can see the Campaign and the assigned goals on the User’s Homepage. On the homepage, the user can see: 
  • The number of workitems they have handled. 
  • The average number of workitems handled by their co-workers. 
  • The highest number of workitems obtained by any of their coworkers. 
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