Predictive Dialing

overview predictive dialing is an aggressive outbound dialing mode that uses an algorithm to dial multiple numbers per agent it aims to maximize agent productivity by predicting when an agent will become available and having a live call ready to connect, minimizing idle time how it works the predictive dialer is our most productive dialing algorithm, designed to maximize agent efficiency it begins by initiating a large volume of calls simultaneously, algorithmically screening out busy signals, no answers, and voicemails behind the scenes, the system uses historical statistics and intelligent forecasting to predict agent availability it knows exactly how many dials it takes—and how much time is required—to reach a live contact the system continuously adjusts its calling rate based on a variety of real time factors, including peak concurrent calls (cc), maximum pacing ratio, variance factor, agent wait time, and the campaign's target call drop ratio ultimately, the dialer ensures that a call is instantly transferred to an agent only when a live prospect answers , effectively eliminating agent idle time and preventing unnecessary dropped calls predictive dialing factors include amd if supervisor wants to disable answering machine detection (amd) in auto dialing then the supervisor can select " none " peak call count max (max 100) supervisor can specify the maximum number of simultaneous calls which should be dialed by the dialer for a particular campaign the maximum number of peak call count which can be defined by supervisor depends upon the number of the peak call count defined at the campaign level by administrator the supervisor can not define this count greater than the defined number by administrator max pacing ratio this parameter controls the ratio of dialing calls to the free agents a higher value implies an increase in the number of dialing calls variance factor it defines how effectively the settings of maximum pacing ratio / call drop ratio / agent wait time can be followed call drop rate the call drop ratio is a metric that indicates the allowable rate at which customer calls can be dropped within a particular campaign example if you configure the call drop ratio to 10%, it means that up to 10% of your connected calls are permitted to be dropped based on this ratio, the dialer will automatically increase or decrease the number of calls being placed to maintain the desired performance level agent wait time (sec) agent wait time is the allowable average time an agent waits for the next call in a specific campaign managed by a dialer example if you configure the agent wait time to 5 seconds, it means that the dialer is set to ensure that an agent waits no more than 5 seconds for the next call if the actual wait time exceeds the configured value, the dialer will increase the number of calls being placed to reduce the wait time the dialer first aims to meet the configured call drop rate before attempting to achieve the target agent wait time prerequisites an outbound voice campaign must be created a lead list must be uploaded to the campaign configuration steps set dialing mode and parameters location administrator > \[outbound campaign name] > manage tab > dialer settings > general configuration action select predictive from the dialing mode dropdown menu configure the associated parameters such as amd, peak cc, max pacing ratio,variance factor, call drop rate, and agent wait time (in seconds) use cases telemarketing high volume campaigns selling a product or service to a large list of prospects payment reminders automatically dialing a large list of customers to remind them of upcoming payment due dates benefits maximum agent productivity drastically reduces agent idle time by ensuring a near continuous flow of live conversations increased efficiency automates the entire dialing and call screening process, allowing agents to focus exclusively on speaking with live customers scalable outreach enables contact centers to reach a very large number of customers in a short amount of time limitations there is a risk of "dropped calls" if a customer answers and no agent is free this is often subject to strict regulatory compliance the immediate connection is not suitable for complex interactions that require agent preparation further reads please refer to the user guide for detailed instructions on configuring the docid\ jzxxho8xxcntmkftmoj j