Unsegmented or Incorrectly Segmented Campaigns

When you segment a campaign file using segmentation and fail, run the following checks to identify the issue:

Scope of the Problem

Identify the scope of the problem. Consider checking the following:

• Did any portion of the original campaign file (parent file) get segmented?
• Are all the parts segmented accurately?

Segmentation Templates

Enable a segmentation template for a campaign:

• When creating a segmentation template, ensure that the template is enabled. 
• Segmentation depends on the template order; the highest-ordered segmentation templates are applied first.
  
  

Change History Tab

Track any changes made to the segmentation template:

• If you have made any changes to the segmentation template in use and are unsure why it's not working properly, they should tested or quality-assured through the appropriate LiveVox teams. 
• To check the change history:
  1. Log on to the LiveVox Portal (LVP).
  2. Go to Configure > Campaigns > Segmentation.
     The main Segmentation window appears.
  3. In the Segmentation window, double-click and open an existing Segmentation.
     The Segmentation window appears.
  4. In the Segmentation window, click the Change History tab.
     The list of changes applied appears in the table. For example, when you update Criteria or a Rule in the template, the segmentation is impacted.

Campaign File Name

Segmentation templates are assigned based on what you name your parent campaign file. Ensure that you name the segmentation file appropriately to match the parent campaign file.

Input Filters

Review your parent campaign file data to ensure that it matches with the correct Input Filter. If data is mismatched, this can cause issues. In that case, check the following:

• How many records successfully loaded in your campaign file?
• How does your file segment after it has been uploaded?

Manually Check the Segmentation Rules

If you are unable to identify the issue after performing the above checks, perform a manual check of the parent campaign file against the set segmentation rules:

Error Message in the Segmentation Template

When using a segmentation template, the following issues might appear:

Start Time Cannot Be Greater than End Time

If the see the error message: "Start Time cannot be greater than End Time," it is due to a conflict in the set rules or the settings choices in a segmentation template.

As the error messages states: your campaign start time is after the campaign end time (according to your segmentation template). Once this is corrected, the error message should subside:

Incorrect Data Type or Character

If you receive an error message related to an incorrect data type or character used, check the Input Filter. Certain data types only allow specific characters. If the segmentation part or rule includes criteria that use any unsupported character, an error message appears.

Template Conflict

If criteria within the segmentation template conflict with other criteria within the same template, an error message appears when you save it. For example, when you set two rules within the same segmentation template, the rules must not be identical. Avoid using segmentation templates with the same file name pattern.