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When is predictive dialling appropriate on a campaign?
Parameter | No benefit | Moderate benefit | Great benefit |
Number of Agents logged on (simultaneously) | 1 - 4 | 5 - 7 | 8+ |
Sample Size | 1-300 | 300 - 500 | 500+ |
Connection Rate | Greater than 75% | between 75% and 55% | Less than 55% |
Average connection/talk time | Greater than 80% | between 80% and 55% | Less than 55% |
Abandon Target (it can be configured per campaign in the Web Console) The meaning of target rate is determined by the Dial Method. It applies to Predictive and OverDial dial method only. This can be changed dynamically.
For Predictive it represents the target abandon rate. The Predictive dialling algorithm will dynamically alter the dial rate to get as close to, but not exceed the target rate. Values permitted are 0.0 -> 105.0.
In summary…
Progressive: Dialling will be placed at one call per free agent. When dialler calls are connected it is switched to the longest idle agent. This will evenly distribute the wait time between calls more evenly.
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OverDial: dialling will be paced multiple calls per free agent. The ratio of agents to calls is fixed. The base is a dial rate is 100% dial which is one call per free agent. The dial rate can be increase as a percentage above 100%. For example 250% would produce 2.5 calls per free agent. Values permitted are 100 -> 500.
External: Dialling means that the dialler will place a call for every dial number it receives, and when it receives each one. This allows the pacing to be controlled by an external sample provider.
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