Limiting the reception rate of campaigns

Urgency of campaigns

To prevent disrupting employees with bursts of campaigns, distinguish between urgent and non-urgent campaigns.

Protection periods control the rate at which employees can receive campaigns:

• The do not disturb period is set, by default, to 6 hours.

• The non-negotiable protection period is set, by default, to 20 minutes.

The do not disturb period can be configured inside the Manage campaign branding screen. Refer to the Campaigns branding documentation for more information.

Non-urgent campaigns

Targeted employees receive a non-urgent campaign only if they are not in focus protection mode. Focus protection mode prevents employees from interruption at critical or high-focus moments, such as:

• During audio and video calls

• When screen sharing and when in presentation (Windows) or do-not-disturb (macOS) mode

• When an application is running in full-screen mode (Windows and macOS Sonoma or earlier)

• When in offline mode, screensaver is active or session is locked

Non-urgent campaigns also include protection against bursts of campaigns:

• If the targeted employee previously received a non-urgent campaign, a do not disturb period must elapse before they can receive another non-urgent campaign.

• If the targeted employee previously received an urgent campaign, the non-negotiable protection period of 20 minutes must elapse before they can receive a non-urgent campaign.

Refer to the Examples section below.

Urgent campaigns

Urgent campaigns are delivered to users as soon as they are published. They do not adhere to protection rules against campaign bursts or focus protection rules.

Evaluation of the targeting query results in several factors that can impact the time it takes for users to receive the campaign. To receive the campaign:

• A device has to be online.

• Collector has to be installed on the device and marked as connected.

• The campaign target has to be logged in with an interactive session.

• No other campaign can be displayed on the screen, as campaigns can overlap and block one another.

If any of these conditions are not met, Collector will query the pending campaigns after 3 hours. A pending campaign query can be triggered by publishing a new campaign or exiting the focus protection status during the 3-hour period.

When Collector receives the list of pending campaigns:

• If urgent campaigns are on the list, it displays the most recently published urgent campaign.

• If no urgent campaigns are on the list, it displays the least recently published non-urgent campaign.

Urgent remote action campaigns

Employees receive urgent remote action campaigns when a remote action triggers them.

Examples of protection against campaign bursts

The following examples show how the protection periods function for a particular user receiving different campaign types. The examples use the default values for the do not disturb period (6 hours) and the non-negotiable protection period (20 min).

Non-overlapping case

In this example, the system publishes two non-urgent campaigns within an interval greater than the do not disturb period, resulting in an employee receiving both campaigns at the time of their publication:

• Campaign Non-urgent 1 is published and received at 07:00.

• Campaign Non-urgent 2 is published and received at 15:00.

Overlapping case

The system publishes two non-urgent campaigns within an interval shorter than the do not disturb period, resulting in an employee receiving the second campaign only after the do not disturb period of the first campaign has elapsed:

• Campaign Non-urgent 1 is published and received at 07:00.

• Campaign Non-urgent 2 is published at 11:15 but received at 13:00.

Overlapping case with an urgent campaign

Consider the two non-urgent campaigns of the previous example and add a third campaign that is urgent. The system publishes the urgent campaign just five minutes before the do not disturb period of the first campaign ends, and because the campaign is urgent the user receives it without delay. The second non-urgent campaign is delayed not only by the do not disturb period of the first campaign, but also by the non-negotiable protection period of the urgent campaign:

• Campaign Non-urgent 1 is published and received at 07:00.

• Campaign Urgent is published and received at 12:55.

• Campaign Non-urgent 2 is published at 11:15 but received at 13:15.