Predictive Dialing

 

Predictive dialing operates in the following way:

• A special algorithm analyzes the statistics of the Agents assigned to the campaign, including the talk time, post-processing time, and pause time between calls, as well as the application database statistics, including contact rate, abandoned call rate, and caller response time.

• Every launch of a predictive campaign takes up to 60 seconds to start sending calls to available Agents. That’s why it’s not recommended to stop & relaunch predictive campaigns often: it will slow down the calling rate.

• A predictive campaign needs at least 11 successful calls (connected to Agents) to gather the performance statistics necessary to start calling in the predictive mode. Until this information is gathered, the campaign works in the progressive mode, making 1 call per Agent.

• As a result, calls are distributed to multiple Agents in the optimal way, to minimize their idle time and ensure that a free Agent is available when a call is answered.
• Combined with the answering machine detection feature, the Agents will always receive calls where a person, not an answering machine, is on the line.

Calling mode settings

The selected calling mode has the following settings:

• Ringing agent time: The time period (in seconds) during which the campaign call will ring to the Agent.

• Wrap-up time: The time period (in seconds) during which the Agent performs post-call processing for a completed call.
• Max ring time: The time period (in seconds) during which the phone number specified in the call request will be dialed.
• Default retry period: The time period (in seconds/minutes/hours/days) after which a retry call for the request will be made.
• Max attempts per number: The maximum number of dialing attempts for a call request, after reaching which the request will be removed from the calling list.

• Abandon rate: The maximum percentage of abandoned calls allowed for the campaign. If the actual abandon rate gets higher than the predefined one, the dialer will slow down.

System disposition

 

Here you can configure how to automatically handle failed call requests within the outbound campaign. There is a list of pre-defined call outcomes:

• Contact busy: The contact declined the call.
• Contact no response: The contact did not answer the call within the Max ring time.
• Contact abandoned: The contact disconnected the call during ringing to the Agent.
• Invalid number: The outbound campaign attempted to call an incorrect phone number.

 

For each outcome, you can specify one of 2 options:

• Retry: Make a retry call for the request;
• Final: Remove the request from the calling list.

You can set up each system disposition and configure the custom retry period and the number of retry attempts separately.

Agent disposition

 

 

Here you can add, modify and configure the call outcomes that your Agents can select in the webphone after completing a campaign call. You can add up to 30 agent dispositions in total.

 

 

Each call outcome:

• can be enabled/disabled for the campaign using the corresponding toggle;
• can be renamed;
• can have Retry or Final options applied, similar to system dispositions;
• can have custom retry logic similar to system dispositions.