Dialing Modes

September 2, 2020

When you configure your Outbound campaign, you'll need to choose a dialing mode that best suits your campaign. The dialing mode you choose will depend on the type of campaign, the number of agents assigned to the campaign, and legal requirements

The table gives a brief overview of each dialing mode. You can find more details, including instructions for enabling, in the sections below the table.

ModeDescription
PredictiveThe fastest dialing mode. The dialer uses an algorithm to predict agent availability and call results so that it can safely dial multiple phone numbers for each available agent. The constant rate of dialing results in reduced agent idle time. To minimize the risk of exceeding the target abandoned rate, use only in high-volume campaigns with at least 15 agents.
ProgressiveThe dialer places only one call for every one available agent. Lower risk of exceeding the target abandoned rate. Use in low-volume, high-value campaigns with fewer than 15 agents in the group.
PreviewAn agent requests (pulls) records from the system, previews the record, and then decides whether to dial the call. Use in high-value campaigns, where individual ownership of accounts is the highest priority.

Preview Dialing

Dial Delay Between Calls can be enabled to assign a time delay before the next contact in the campaign is dialled. This allows the user to research about the contact before the number is dialled.

Allow to skip can be enabled to give users the option to skip the next call. If disabled, the next number will be automatically dialled to.

Dial Delay triggers after After Call/Chat Work.

Predictive Dialing

Predictive is an automatic dialing mode, which means the dialer automatically dials phone numbers and then bridges the answered calls to agents. This is the fastest among all the dialing modes because the automatic dialer uses an algorithm to predict agent availability and call results so that it can safely dial multiple phone numbers for each available agent.

Admin/Manager must decide Target Abandoned Rate.

On this page

Introduction

Preview Dialing

Predictive Dialing