How to manage campaign priorities in Priority Groups
Move campaigns between Priority Groups, reorder campaigns inside a group, and update per-campaign rotation so agents work the highest-priority outbound phone work first.
Before you start
Before you manage campaign priorities in Priority Groups:
Complete group rotation setup (see How to set up Priority Groups)
Use an Admin, Manager, or Owner role
Definitions
These terms appear when you manage Priority Groups:
Term | Meaning |
Priority Group | The numbered dialing bucket a campaign belongs to. Lower priority numbers are served before higher ones. |
Sub Priority | The order of campaigns inside one Priority Group when rotation is enabled. |
Campaign Rotation | The trigger that advances to the next campaign (attempts, contacts, leads, and similar options). |
Steps
Follow these steps to manage campaign priorities in Priority Groups:
Go to Management → Priority.
On Priority Groups, select the blue eye icon for the group that contains the campaign.
Review the group summary (phone campaigns in the group, customers in group campaigns, and projected time to empty the group queue).
Optional: use the campaign filter (All campaigns, Campaigns with customers, or Campaigns without customers) to narrow the list.
Move a campaign to another Priority Group: On the campaigns table, select the gray move icon for the campaign.
On Move Campaign To Another Group, enter the new Priority number (positive whole number only).
Select Update Campaign.
Change Sub Priority order inside a group: For campaigns that currently have customers in queue, drag the reorder handle or edit the Sub Priority number.
Leave the field (blur) or finish the drag so Volie saves the new order. Only campaigns with customers in queue can be reordered this way.
Update rotation for one campaign (when the group is not forcing the same settings for all campaigns): Select the edit icon on the campaign row.
On Update Campaign, choose Campaign Rotation, Rotation Type, and Rotation Number.
Select Update Campaign.
Tips
When you manage Priority Groups, these tips help:
Put urgent outbound work in a lower Priority Group number (for example, 1 or 5) so it is dialed before general outbound work in higher numbers such as 10.
Use group-level rotation when every campaign in the group should share the same rule; turn that off when one campaign needs a faster or slower rotation than its neighbors.
Filter to Campaigns with customers when you are reordering Sub Priority, because empty campaigns cannot be dragged.
What success looks like
When you finish managing campaign priorities in Priority Groups, the campaign appears under the Priority Group number you entered, and Sub Priority or rotation values match what you saved. If the campaign does not appear in the new group, refresh the Priority Group page and confirm the priority number was a positive whole number.
Limitations
Priority Groups have these verified limits:
You cannot set a negative priority or use special characters in the priority number.
Sub Priority reordering applies to campaigns that currently have customers in the queue; campaigns without customers show as not draggable.
Per-campaign Update Campaign rotation editing is available when the Priority Group is not applying the same rotation settings to all campaigns.
Common questions
Can I put the same campaign in two Priority Groups?
A campaign belongs to one Priority Group at a time in Priority Groups. To change where it dials, move it to another priority number with Move Campaign To Another Group.
Why don’t I see the edit icon for a campaign?
You usually do not see the edit icon when the Priority Group uses the same rotation settings for all campaigns, or when you are filtered to Campaigns without customers. Open Rotation Settings on the group if you need to switch to per-campaign rotation.
Why is a campaign stuck at priority 10?
Campaigns often start at priority 10. They stay there until someone moves them to another Priority Group number from the Priority Groups page.
Related articles
How to set up Priority Groups