Create distributed campaign with subcampaigns

Create the distributed (parent) campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads., and then create the required subcampaigns.

A parent campaign generally represents an entire collection Group of back-office Contributions from one or more employees connected to a single customer or account captured by DPA. Collections are used for analyzing and improving back-office efficiency and quality. of interactions, and the employees from all sites who respond to these interactions. The subcampaigns are used to represent employees who log into a specific ACD.

Distributed queues can only be added to a campaign that has at least one defined subcampaign.

Example: Subcampaigns in different time zones

If any subcampaigns are in different time zones, translate the hours into the time zone of the distributed parent campaign. The hours of operation need to include all the hours that all branches are open.

For example:

Your company has a branch on the East Coast, and a branch on the West Coast of the United States.
For the parent campaign, you have set the time zone to PST.
Both branches are open from 8 am to 5 pm, Monday to Friday.
There is a three-hour difference between the East Coast and the West Coast. The East Coast branch is open from 5 am to 2 pm, which is 8 am to 5 pm on the West Coast (PST). The West Coast branch has the same hours as the parent campaign (8 am to 5 pm PST).
Set the hours of operation as 5 am to 5 pm, Monday to Friday. It includes the hours that the East Coast branch is open at the beginning of their day (in PST). These hours of operation also include the hours that the West Coast branch is open at the end of their day (in PST).

Before you begin

Create queues for a distributed campaign

Procedure

Go to Forecasting and Scheduling. Under Campaigns, select Settings.
Select Create Campaign.
Complete the fields on this screen.
Select Distributed Campaign, and select Save.

The system creates the distributed (parent) campaign.
Select Create Sub Campaign.

The values set for the Week Start Day (or Month Start Day for monthly scheduling Optional licensed feature in WFM that allows generating schedules that cover a time period from the first to the last day of a calendar month, instead of one or multiple weeks. periods) and Day Boundary are inherited from the parent campaign.
Complete the remaining fields and select Save.

The system creates the subcampaign.
To create a second subcampaign, select the distributed campaign name from the left pane and repeat step 5 - step 6.

You need to create at least two subcampaigns for a scheduling period.
To create a scheduling period, select the distributed campaign name from the left pane and select Create Scheduling Period.
Complete the fields for the scheduling period and select Save.

The system creates the scheduling period and displays it underneath the subcampaigns in the left pane.
To create multiple scheduling periods, repeat step 8 - step 9.

Any scheduling period you create for the distributed campaign is automatically propagated to its existing subcampaigns. Scheduling periods are managed for each subcampaign (not the parent campaign). You link queues, skills, and employees to each one.

For example, you can link certain queues, skills and employees to the scheduling period from May 1-May 10 for Sub-Campaign A. Then, if needed, you can link different queues, skills, and employees to the scheduling period from May 1-May 10 for Sub-Campaign B.

If you delete a scheduling period, it deletes the period from every subcampaign of the distributed campaign. If you do not want to schedule a subcampaign for a specific week, change the hours of operation so that the subcampaign is not open during that week.

What to do next

Link subqueues, skills, and employees