AWS connect documentation change
Summary
Expanded guidance on managing progressive mode campaigns and agent allocation
Security assessment
The changes provide operational best practices for campaign management without any security-related content or vulnerability mitigation instructions.
Diff
diff --git a/connect/latest/adminguide/outbound-campaign-best-practices.md b/connect/latest/adminguide/outbound-campaign-best-practices.md index cabf9ebdf..aa8f92382 100644 --- a/connect/latest/adminguide/outbound-campaign-best-practices.md +++ b/connect/latest/adminguide/outbound-campaign-best-practices.md @@ -47 +47,10 @@ The predictive algorithm calls ahead based on certain performance metrics. This -When you need to reduce answer speeds, use progressive. The progressive mode dials the next phone number in a list after an agent completes the previous call. It only makes as many outbound calls as there are agents available. +When you need to reduce answer speeds, use progressive. + +A progressive mode campaign dials the next phone number in a list after an agent completes the previous call. If there are multiple campaigns targeting the same set of agents, then each of them may end up dialing contacts for the same agents. There are two ways to prevent this: + + * Change the bandwidth allocation of the campaigns so the sum of the bandwidth allocation of each of those campaigns is less than or equal to 100%. This greatly reduces the likelihood of multiple campaigns dialing contacts for the same agents, but it does not completely eliminate it. + + * If a 1:1 guarantee is required, then have an exclusive set of agents for each campaign. To do this, assign the campaign's queue to a single routing profile. That routing profile must only have this campaign's queue, must only allow voice calls, and no inbound contacts should be put into this queue. + + +