09. Allocations

Allocations are used to control how and when agents get access to leads. At a simple level an allocation is a subset of leads from a campaign. A campaign manager creates an allocation, activates it and then agents can access the allocation to call the associated set of leads.

When creating an allocation the Campaign Manager can set the screen layout that is presented to the agent. The campaign manager is able to change the screen layout used by the allocation at any point in time (even when Agents are calls leads from the allocation). It is often useful to experiment with different screen layouts during a campaign to test their relative effectiveness.

One of the key purposes of an allocation is to allow leads to be called multiple times. When running a campaign a lead may go through several stages with each stage requiring the lead to be called. An allocation would be created for each stage. In a typical campaign not all leads will move from one stage to the next. When making calls Agents use Disposition codes to categorize leads, for instance an Agent may disposition a lead as 'follow up required' or 'Do not callback'. When creating an allocation the Campaign Manager is able to select leads into the allocation based on the leads latest disposition code (remember a lead can be called multiple times but generally we are only interested in the outcome (disposition) of the latest call).

Allocations are also used to manage simple callback scenarios such as when the original call was not answered.

When importing a Campaign a default allocation is created automatically. The default allocation includes all leads imported and is ready to use.