Outbound — Campaign Configuration Topic Detail Navigation Admin → Outbound → Campaign Management Purpose Create and configure outbound campaigns — defines who to call, how to dial, and what rules to apply Campaign Types Voice Campaigns, Digital Campaigns (SMS, Email, WhatsApp) ✅ Verified against Genesys Cloud Resource Center — March 2026 Campaign Editor Overview The Campaign Editor is a step-by-step configuration wizard. The first decision is always the Dialing Mode — this determines which other settings are available. Campaign Editor Required Resources Before creating a campaign, ensure the following exist: Resource Why It's Needed Contact List The list of contacts to dial ACD Queue Where answered calls route to (agent-assisted modes) DNC List (optional) Numbers to exclude Callable Time Set (optional) Allowed dialing hours Call Analysis Response Table What to do with live answer / machine / busy / no answer Agent Script (optional) Screen pop for agents when they receive the call Rule Set (optional) Logic-based conditions applied pre-call or at wrap-up Creating a Campaign Navigate to Admin → Outbound → Campaign Management Click the Voice Campaigns tab (or Digital Campaigns for SMS/Email) Click Create Campaign Select Dialing Mode — this is the first and most important decision Complete all required fields per the mode Click Save Core Campaign Settings General Field Description Campaign Name Unique name for the campaign Division Controls which admin teams can manage this campaign Dialing Mode Preview, Progressive, Power, Predictive, Agentless, External Priority 1 (lowest) to 5 (highest) — affects line distribution when sharing a queue Contact List & Filtering Field Description Contact List The source list of contacts to dial Contact List Filter Optional — dial only a subset of the contact list Contact Sort Define sort order before dialing begins (up to 4 sort columns) Dynamic Queueing Re-sort contacts at attempt time — uses most current data Queue & Routing Field Description ACD Queue Queue where answered calls are delivered to agents Script Script that pops on agent desktop when call connects Caller ID The number displayed to the contact being called Skills-Based Routing Optional — match agents based on ACD skills during campaign DNC & Compliance Field Description DNC Lists One or more lists — all are checked before every dial attempt Callable Time Set Enforces calling hours by time zone Attempt Controls Limits re-dial attempts per contact or phone number Compliance Abandon Rate Monitor and alert on FTC/OFCOM abandon thresholds Call Analysis Response Table Defines system behavior based on call detection result: Detection Example Action Live Person Connect to queue → Agent Answering Machine Disconnect, play message, or leave voicemail Busy Schedule retry via attempt control No Answer Schedule retry via attempt control Invalid Number Mark as uncallable Outbound Lines Distribution Controls how campaign lines are shared when multiple campaigns run on the same Edge group or Site: Option Description Weight Proportional share — default weight is 10 per campaign Reserved Lines Campaign reserves a fixed number of lines (used for Agentless) Equal Distribution All campaigns share lines equally 💡 Line weight is relative: Campaign A (weight 50) + Campaign B (weight 25) = Campaign A gets 67% of available lines, Campaign B gets 33%. Campaign Scheduling Each campaign can have one schedule with up to 500 intervals: Navigate to campaign → Schedule tab Define Start Time and Stop Time per interval Assign a Callable Time Set for time zone compliance Save Campaigns can also be organized into Campaign Sequences — chained campaigns that run one after another, started and stopped as a group. Wrap-Up Code Mappings Wrap-up codes used by agents can be mapped to campaign actions — defining what happens to the contact after the call ends: Wrap-Up Code Campaign Action Resolved Stop all future contact attempts Callback Requested Schedule a callback Wrong Number Mark phone number as uncallable Do Not Call Add to DNC list Follow Up Schedule retry with custom recall time Wrap-up code mappings are configured at Admin → Outbound → Wrap-Up Code Mappings . Rule Sets Rule sets define logic-based conditions that trigger actions before or after a call: Rule Type Timing Example Pre-call Rule Before dialing Skip contact if account balance < $0 via Data Action lookup Wrap-Up Rule After call ends Schedule callback if wrap-up = "Call Back Later" Limit Detail Max data action conditions per rule set 2 Max data actions per rule set 10 API call rate from rules 5 per second (pre-call and wrap-up) Digital Campaigns In addition to voice, Genesys Cloud supports outbound digital campaigns: Channel Use Case Notes Email Marketing, notifications, billing Requires verified email domain SMS Alerts, reminders, surveys 160 characters per segment; requires SMS inventory number WhatsApp High-volume notifications Pre-approved Message Templates required; up to 18,000 msg/min Digital campaigns use the same Campaign Editor but with channel-specific settings instead of call analysis. Campaign Monitoring (Real-Time) View Location Outbound Campaigns Dashboard Performance → Outbound Campaigns Campaign Details View Select a campaign — shows stats, interactions, callbacks Diagnostics Window March 2026 feature — real-time diagnostics for voice campaign health (queues, agents, contact rates) Refresh Rate Interaction data refreshes every 10 seconds Historical Interactions View interactions for current day, last 7 days, or last 30 days Interview Cheat Sheet Question Answer Where are campaigns created? Admin → Outbound → Campaign Management What is the first decision in the Campaign Editor? Dialing Mode What does Campaign Priority control? Proportional line distribution when multiple campaigns share the same queue What is a Callable Time Set? Defines allowed dialing hours by time zone — enforces compliance What does a Call Analysis Response Table define? System actions based on call detection result (live person, machine, busy, no answer) What is the default outbound line weight per campaign? 10 How does wrap-up code mapping work? Maps agent wrap-up codes to campaign outcomes (stop calling, add to DNC, schedule callback, etc.) Can multiple DNC lists be assigned to one campaign? Yes How often does campaign interaction data refresh? Every 10 seconds What is new in March 2026 for campaign monitoring? A dedicated diagnostics window with real-time campaign health data