Predictive Dialing

Predictive dialing is available only as part of the Enterprise plan. To apply for the Enterprise plan, please fill out a short questionnaire.

2024-07-24_09-35 

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.

The algorithm adjusts the dialing speed so that a free Agent is available when a caller answers. For more accurate calculations, predictive dialing campaigns should include at least 10 agents.

  • 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.

The campaign does not block an agent before an outbound call; all calls are made without being assigned to specific agents. 

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.

Important: Ringing agent time will override the webphone timeout settings in the Agent’s profile.

  • 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.

If a contact record includes 3 phone numbers, and we set up Max attempts per number: 3, the system will dial each number 3 times, totaling 9 calls.

  • 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.

For example, we go with the following settings: Retry period: 30 min, Attempts per record: 3. If a call fails, a retry call will be made in 30 minutes, and the total number of unsuccessful dialing attempts cannot exceed 3. This limit can be reached either with three Contact busy outcomes or with a combination of one Contact busy, one Contact no response and one Contact abandoned outcome, totaling 3. After reaching this limit, the request will be removed 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.

The set of available agent dispositions is shared across all outbound campaigns. Renaming an agent disposition within one campaign changes its name across all other campaigns.

Once added, an agent disposition cannot be deleted.