Auto Dialing:
Schedule an Outbound IVR campaign for telemarketing, payment reminders, surveys and other routine campaigns.
Allows transfer of calls to agents if the customer opts for the same.
Achieve maximum outreach with minimum cost.
Progressive : Pre-Connect :
The dialer connects the agent leg of the call and then calls the second leg to connect to the customer. This allows the agent to dispose all attempted calls on the CRM. Pre-connect are similar behavior to manual dialing calls, the only difference being the contacts are distributed by the dialer, which dials the call on behalf of agents and connects them to the call.
Example: In preconnect mode, a 1:1 call will be dialed. Here once the agent finishes with one call he will be immediately given the next call.
Progressive : Post-Connect:
The dialer connects the customer leg of the call and then calls the second leg to connect to the agent. This is more efficient as only successful or answered calls are connected to the agent.
In postconnect based on the dial pace call will be dialed to the customer.
Example: If the dial pace is set to 5. It will dial 5 calls per available agent, in case all 5 calls are answered by the customer then one call will be given to the agent and other 4 calls will be waiting in the queue. This might affect the customer experience.
Hence it is preferred that, If half the calls are failing to connect, the pace factor should be set to 2. If 1 in 3 calls are failing, set the pace factor to 1.5, this will make 3 calls for every 2 agents available and so on. There is no setting for it on the TxSmartQ configuration page.
With the pacing setting controlled by the user, please ensure that there are enough channels available to dial out.
Predictive:
The pace factor is automatically managed by the system for Predictive dialing. This would be derived based on the answer rate, call connectivity, ASW, and other dynamic parameters.
This mode of dialing is more effective with a minimum of 5 agents.
This mode of dialing will provide maximum agent utilization.
Fields:
Predictive max call rate: Predictive max call rate is the maximum calling rate dialer will attain while dialing out, i.e max dial out initiated at a given time (please note that, it is not same as simultaneous call handle). This is useful to control the calling rate so that a particular predictive campaign does not impact your call channels and also server and gateway resources. Default value is set to 4 and it should be good in most cases.
Max Queue size: Max Queue Size is the maximum number of calls the dialer will try to maintain in the queue. That is, the dialer would try not initiate any new call if it predicts the max queue size will be attained. Usually the TxDialer queues the calls before handing over to agents. It tries to keep this hold time as minimum as possible. Usually, it may vary from a ms to a few seconds. The default value for the parameter is 0. But you can increase the value if you believe your customers would generally hold up the calls for a while. This will reduce the agent wait time further.
Predictive Aggressive Factor: It is recommended to keep it to auto. The field determines the aggressiveness of the campaign. So the dialer manipulates this field based on the free agents, so as to give the best agent utilization time and minimum customer hold time. The default value is set to 1, the dialer manipulates it with a step of 0.05. Higher aggressive factor will result in a higher number of dialing. .
Predictive Idle Time Lwm / Predictive Idle Time Hwn- Predictive Idle Time values help the dialer to determine and manipulate the required Aggressive factor. The values are specified in seconds. LWM is the Least Wait Mean for the agents. When the mean idle value for agents approaches LWM, the dialer reduces the aggressiveness to reduce the customer call abandonment. The default value for LWM is 5. Similarly HWM is the High Wait Mean, when the mean idle value for the agents approaches the HWM, the dialer increases the aggressiveness of the campaign. The default HWM value is 30 seconds. The dialer always tries to maintain the agent idle time between the LWM and HWM, also trying to minimize the call abandonment. These fields are valid only when the predictive aggressive factor is on manual.
It is advised to keep the predictive settings to default. These settings are tested to give the best result under most circumstances.