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 |
| 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 |
