Campaign Attempt Management
What it does
Central view of:
Total customers in campaigns
Distribution across call attempts (1st, 2nd, etc)
Which customers are ready to be contacted now
Controls which campaigns are actively feeding calls to agents
Key features and best practices
Enable the Total Ready column; via the cog icon on the top left, under Campaign or Organization view. Click Total Ready Default.
This shows how many customers can be called now
This is critical for daily workload visibility
Use filters and views to manage complexity (organization, campaign, by campaign type, etc)
Campaign control
This area allows you to toggle campaigns off if you don’t want them fed to the team (default is all are on)
Toggle campaigns off for focused efforts (ie, promotions, power hours, etc)
Agents should log into every queue, every day - managers control prioritization, not agents
Customer management
Can unassign customers and remove them from the queue via the green Unassign Campaign Customers button.
You can also mass expire by a date range, using the red Mass Expire button.
If you want to fully delete a customer from a queue so Volie never sees them as enrolled (and they're not subject to marketing exclusion), your Volie coach can do this for you.
Call distribution logic
Attempt Order (Recommended: Highest to Lowest)
This feeds 1st attempts to the agents before 2nd, 3rd, etc
Contact rates drop with each attempt, so early attempts matter the most
Added Order (Recommended: Last in First Out)
This ensures the freshest leads are served first
This keeps outreach timely and relevant
Priority Management
How it works
Calls are fed to agents based on priority groups (ascending order). Important note: priority groups must be greater than 1; no negative priority groups or special characters are allowed (ie, -1, *1, etc)
Agents must complete all calls in a higher priority queue before being fed calls in lower priority levels
Inbound calls always take priority
Recommended Priority Structure
Priority 1
Inbound calls
Daily required calls (appt confirmations, telematic alerts, etc)
Priority 2
High-value campaigns (highest conversion potential)
These are the campaigns you want the team to touch every day.
Lower Priorities
Secondary campaigns
As time allows
Important Considerations
Large queues in a priority bucket will delay access to lower priorities
Volie will move agents down the priority stack when queues are cleared
Agents would be fed new calls from a higher priority group if/when those calls become available
Rotation Settings
Rotates agents across campaigns within a priority group
Most often accounts will set up priority based on attempts
Rotation applies to the entire team (not per agent). For example, if you have a rotation of 20 attempts per campaign in a priority group, that 20 attempts is for all the agents, not per agent.
Best practice: Start rotation around 15-20 attempts, then adjust based on team size
Maintenance Tip
Regularly audit your campaigns
Remove outdated or unused campaigns by making them Inactive or Archiving in the Campaigns menu
Campaign Performance Report
What it shows (in the date range you choose)
Number of calls made (attempts) in that
Contacts (the calls where agents chose a disposition that indicated they spoke with the customer)
Number of appointments set in those calls
Conversion rates based on number of attempts and contacts
How to use it
Sort by attempts
This quickly reveals where the team is spending their time
Key metrics to focus on
Contact rate (how often are they connecting with a customer)
Appointment rate, based on contacts (of the people they speak with, how many schedule an appt)
Review the correlation between their effort (number of attempts) and results (number of appts)
What to look for
High effort + low results: investigate further (do I want the team making this amount of calls? Are they selectively logging into campaigns? What is the priority? etc)
Low effort + high conversion: consider increasing the priority
Should campaigns be SMS vs phone calls, such as appointment confirmations?
Campaigns with:
High enrollment but low activity: potential missed opportunities
Campaigns with no activity: Consider deactivating, or adjusting (do I need to adjust priority, how customers are enrolled, etc)
Common insights
Teams may over-focus on easier calls (such as appt confirmations)
High performing campaigns may be underutilized
Time allocation doesn’t always match ROI
Key Takeaways
Managers control Volie; agents should not pick and choose which campaigns they work
First attempts and fresh leads are the highest value
Use reporting to validate where time is spent vs results achieved
Regular cleanup and auditing of campaigns is essential