How to set predictive dialing in Contact Expert

Contact Expert provides the possibility to choose from different dialing methods. One of them is predictive dialing mode. This method aims to achieve higher average agent utilization while guaranteeing a relatively low nuisance call rate.

Follow the steps described below in order to properly set parameters, if predictive dialling mode is chosen for a campaign.

Step-by-step guide

Below panel shows where to set the dialing mode of a campaign.

1. Navigate to Operations → Workflows → Queues & Campaigns.
2. Use the +New campaign button to create a new campaign entry or click Edit of the preferred campaign.
3. Choose the Dialing Rule associated with the new or existing campaign on the General tab.
4. Go to the Dialing Properties tab and open the Dialing Mode drop-down list.
5. Choose Predictive.
6. Fill in all the other relevant fields in case of a new campaign entry.
7. Click Submit to save changes.

Check the predictive parameters of the Dialling Rule associated with the campaign in question.

1. Navigate to Operations → Workflows → Dialing Rules.
2. Use the +New dialing rule button to create a new dialing rule or click Edit of the preferred dialling rule.
3. Fill in the details on the Predictive Parameters tab.
4. Specify the Nuisance queueing timeout in seconds on the Routing Rules tab.
5. Fill in all other relevant fields in case of a new dialing rule.
6. Click Submit to save changes.

Check the predictive parameters of the Skill to be associated with the agent working in a predictive campaign.

1. Navigate to Operations → Agents → Skills.
2. Use the +New skill button to create a new skill entry or click Edit of the preferred skill.
3. Fill in the details on the Predictive Parameters tab.
4. Fill in all other relevant fields in case of a new skill entry.
5. Click Submit to save changes.

Assign the skill to a designated agent.

1. Navigate to Operations → Agents → Human Agents.
2. Use the +New agent button to create a new agent entry or click Edit of the preferred agent.
3. Choose the predictive related skill(s) on the Skill Assignment tab.
4. Fill in all other relevant fields in case of a new agent entry.
5. Click Submit to save changes.