Comet - Outbound Campaign Manager for Amazon Connect
What is Comet
Comet is the outbound campaign management module built into Eudata Connect Suite. It runs on top of Amazon Connect and lets supervisors design, launch, monitor, and report on outbound campaigns - all from within the Next2Connect agent desktop.
To access the Comet gadget, log in to the agent desktop with a routing profile that has Comet enabled. For configuration details, see Set Up Routing Profiles.
Sections
The Comet gadget is organized into five sections accessible from the top tab bar:
| Section | Purpose |
|---|---|
| Campaigns | Create and manage outbound campaigns |
| Lists | Create and manage contact lists from CSV files |
| Rules | Define engagement rules applied to contact lists |
| Do Not Call List | Manage contacts blocked due to silent calls |
| Reports | View per-campaign and per-list call reports |
Create a New Campaign
Click the + button (bottom right of the Comet gadget) to launch the campaign creation wizard. The wizard has four steps.
Step 1 - Schedule
Set the main campaign parameters.
| Field | Description |
|---|---|
| Campaign Name | Unique name - spaces are not allowed |
| Tag | One or more tags for categorization and search |
| Time Zone | Target timezone used to localize dates and times |
| Start-at / Finish-at | Campaign start and end date/time, localized in the selected timezone |
Click Next to proceed.
Step 2 - Campaign Settings
Configure the campaign type, dialing mode, silent call rules, and disposition.
Agentless Campaign
Enable Agentless to run a fully automated campaign without agents. When active, the dialing mode and disposition sections are disabled.
The maximum number of concurrent outbound calls for agentless campaigns is 100 per minute. To mark contacts as handled in an agentless campaign, see How to Create an Agentless Campaign.
Dialing Mode
Choose how contacts are dialed based on your campaign type, agent count, and legal requirements.
Progressive
One-to-one call ratio - the dialer places a call only when an agent is available. No next number is dialed until the current call ends. Minimizes abandoned calls but has lower agent productivity compared to other modes.
Power
Configurable calls-to-agent ratio. The dialer initiates multiple contacts when an agent is available, increasing throughput at the cost of a higher potential abandoned call rate.
The number of outbound calls is calculated as:
Example: 10 agents with 30% overdialing → 10 + (30% of 10) = 13 concurrent outbound calls.
Push Preview
Agents manually accept one contact at a time. Comet proposes the next contact according to engagement rules. The agent can review customer information through CRAB or external tools before confirming the call or discarding the contact. A discarded contact is excluded from the campaign for its entire lifecycle.
Predictive
Algorithm-driven mode that anticipates agent availability and contact response time. Proactively places calls and connects agents only to answered ones. Most effective with a large number of agents.
Silent Calls
Enable Silent Call Management to activate monitoring and automatic blocking of contacts who receive silent calls (calls answered by the customer but with no agent available).
Available only with Progressive, Power, and Predictive modes.
Configure the following fields:
| Field | Description |
|---|---|
| Seconds to classify a call as silent | Time after which an answered call with no agent is marked silent |
| Minimum calls before calculating rate | Minimum sample size before the silent call rate is computed |
| Rate renewal period (days) | Days after which the silent call percentage resets |
| Max daily silent call percentage | Upper limit on the percentage of daily silent calls |
| Max silent call percentage per campaign | Upper limit for the entire campaign lifecycle |
| Days to block a contact | How long a contact stays in the Do Not Call list after receiving a silent call |
Campaign Disposition
Assign a disposition list to tag each contact after the call.
Disable Campaign Disposition - no disposition is used.
New campaign disposition - create a new disposition list.
| Field | Description |
|---|---|
| Disposition Types | Type a label and press Enter to add it (max 20 characters each) |
| Default disposition | The disposition pre-selected at call end; agents can change it |
| Success disposition | One or more dispositions that mark the contact as fully handled - it will not be called again. If none are selected, all dispositions are treated as final |
Copy from an existing campaign disposition - reuse a disposition list from a previous campaign.
Select the source campaign and the disposition values are imported. You can then modify the copied list before saving.
Step 3 - Contact Lists
Select one or more existing lists, or click Add New List to create a new one inline.
For detailed instructions on creating a contact list, see Lists.
If you selected an existing list, click Save Campaign - the configuration is complete.
If you created a new list inline, proceed to Step 4 to assign engagement rules.
Step 4 - Engagement Rules
Assign one or more rules to each contact list created in Step 3. Every list must have at least one rule. Select from the Rules List on the left, or click Add New Rule to create one.
For detailed instructions on creating rules, see Rules.
Click Save Campaign - the campaign is created and ready to start.