Call Distribution Method in Sprinklr’s campaign system determines how dialing is distributed across multiple segments within a campaign. It allows users to prioritize segments or allocate a specific percentage of calls to each segment, ensuring controlled and efficient dialing. There are different types of call distribution that help define the dialing strategy based on business needs. You can select between the different call distribution on the Create Campaign screen from the Call Distribution Method drop down list. For more details on this, see To create a Campaign.

Simultaneous Weighted Calling

The weightage predicts the percentage of the division of calls in memory that would be picked from each segment.

• It depends on calls in Queue (calls in a queue with respect to Dialer, it means calls in memory) and the number of agents.

• Since the Dialer profile is taken at the campaign level, all segments will be linked to one dialer profile.

• If weightage is greater than or less than 100, then the weighted average of each segment will be taken (Example 2 & 3).

• Weightage would be divided by the in-memory queue.

• The weighted average of only Active segments will be considered. For example, if a segment is Paused/Completed/Stopped midway then its weight will be removed from the calculation.

Example 1:
Let's say, there are 3 segments within a Campaign.
Seg1: 40% weightage
Seg2: 30% weightage
Seg3: 30% weightage

So total calls as per weightage
Seg1 → 40%*calls in Queue = 40% calls from segment-1
Seg2 → 30%*calls in Queue = 30% calls from segment-2
Seg3 → 30%*calls in Queue = 30% calls from segment-2
Calling would be done in ratio of 4:3:3.

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Example 2:
Let's say there are 3 segments within a Campaign.
Seg1: 30% weightage
Seg2: 20% weightage
Seg3: 40% weightage

So total calls as per weightage
Seg1 → (30/(30+20+40))*100 = 33.33% calls from segment-1
Seg2 → (20/(30+20+40))*100 = 22.22% calls from segment-2
Seg3 → (40/(30+20+40))*100 = 44.44% calls from segment-3

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Example 3:
Let's say there are 3 segments within a Campaign.
Seg1: 40% weightage
Seg2: 70% weightage
Seg3: 50% weightage

So total calls as per weightage
Seg1 → (40/(40+70+50))*100 = 25% calls from segment-1
Seg2 → (70/(40+70+50))*100 = 43.75% calls from segment-2
Seg3 → (50/(40+70+50))*100 = 31.25% calls from segment-3

Example 4:
Let's say there are 3 segments within a Campaign.
Seg1: 40% weightage
Seg2: 70% weightage
Seg3: 50% weightage

So total calls as per weightage
Seg1 → (40/(40+70+50))*100 = 25% calls from segment-1
Seg2 → (70/(40+70+50))*100 = 43.75% calls from segment-2
Seg3 → (50/(40+70+50))*100 = 31.25% calls from segment-3

Seg3 if paused after some time.

So total calls as per weightage
Seg1 → (40/(40+70))*100 = 36.36% calls from segment-1
Seg2 → (70/(40+70))*100 = 63.63% calls from segment-2
Seg3 (Paused/Completed/Stopped) → 0 = 0 calls from segment-3

Round Robin with Priority

The weightage assigned to a segment signifies the % number of leads in the segment that will be called before it moves on to the next segment based on segment priority.

• Segment Priority: The segment priority decides the order in which the segments in a campaign will be called.

• Round Robin with Priority and segment priority will be applied on segments of one campaign.

• Round Robin with Priority is independent of the number of ports and the number of agents.

• Round Robin with Priority and priority can be changed on runtime.

Example:

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Campaign Weightage

The weightage defines the ratio in which calls would be divided within Campaigns.

• Campaign weightage will be given on a dialer profile.

• The sum of weightage of all campaigns should be 100%.

• It depends on calls in queue, like Segment Weighatge.

• If no weightage is given at segment level, Campaign weightage would equally divide calls among all segments.

• If weightage is given at segment level, the campaign weightage would be divided according to segment weightage.

Example:
Let's say there are 3 campaigns with 2 Segments each.
Calls in Queue for all campaigns = 100

Campaign 1: 25% weightage
Campaign 2: 25% weightage
Campaign 3: 50% weightage

So total calls as per Campaign weightage
Campaign 1→ 25%*calls in Queue = 25
Campaign 2→ 25%*calls in Queue = 25
Campaign 3→50%*calls in Queue = 50

Calling would be done in ratio of 1:1:2

Weightage within segments
Campaign 1, 2 segments

Segment 1: 4%
Segment 2: 96%

Out of 25 calls, 1 call would go to Segment 1 and 24 calls would go to Segment 2.

No weightage within segments 

Campaign 3, 2 segments

Segment 1
Segment 2

50 calls of Campaign 3, would be equally divided among both the segments.

FAQs

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