We are excited to announce the launch of a new feature in our auto-dialing system—the progressive dialer. This tool will simplify your agents’ work by optimizing the outbound call process.
Progressive dialer: How it works
The progressive dialer operates by automatically dialing the next number on the list and connecting the call to an available agent immediately, without giving the agent an option to accept or decline the call beforehand. This method ensures minimal downtime and increases the number of calls handled by each agent. While the call is ringing, the agent is presented with the relevant information about the call request.
Key features and settings
Calling mode settings:
- Ringing agent time: The duration (in seconds) of the call rings to the agent, overriding the webphone timeout settings.
- Wrap-up time: The period (in seconds) for post-call processing.
- Max ring time: The duration (in seconds) a number will be dialed.
- Default retry period: The interval (seconds/minutes/hours/days) before retrying a call.
- Max attempts per number: Limits the number of dialing attempts per number.
System disposition:
- Configure automatic handling of failed call requests with predefined outcomes such as “Contact Busy,” “No Response,” “Contact Abandoned,” and “Invalid Number.”
- Options include retrying the call or removing it from the calling list.
Agent disposition:
- Agents can select outcomes for completed calls, with options for retry or final disposition, and custom retry logic.
Dialer types overview
Our system offers three types of dialers to suit different needs:
- Preview dialer: Agents can review call information and decide whether to proceed with the call.
- Progressive dialer: Calls are automatically connected to available agents without prior acceptance, increasing call handling.
- Predictive dialer (coming soon): This dialer uses algorithms to predict agent availability and place calls accordingly, further optimizing call handling.
Stay tuned for more updates on the upcoming predictive dialer feature, which promises to take your outbound calling to the next level.
