Predictive dialer setup

Description

This section describes the process of creating a dialer (automatic dialing queue) of the "Predictive" type using the Telemarketing product.

Dialer without agent reservation

This mode is fundamentally different from all other methods of outbound calls in its efficiency, due to the fact that the agent is not reserved. The agent connects to the call only at the moment when the called member answered it. In other words, for the agent, an outbound call becomes practically indistinguishable from an incoming call.

A call in predictive dialing mode (or predictive dialing) is initiated by the system. It makes a call to several members from the list at once. If the called subscriber answered, the system quickly connects the agent, otherwise (the number is busy, does not answer, an answering machine signal is detected), in accordance with predefined instructions, it decides whether to retry.
Thus, in the predictive dialing mode, the agent will not receive unproductive calls: he connects to the connection only if the call reached the destination and was answered by the called subscriber. The difficulty lies in the fact that the system must ensure that at the moment when the called member answers, there is a free agent who also has the appropriate skills to handle this particular call.

The dialer determines the number of agents working on a given queue, the average duration of the agent's conversation, and the amount of time that needs to be spent on dialing the numbers to get one connection to a human. Using this information, it predicts how many phone numbers at each particular moment of time need to start to be dialed in order to give the work to those agents who, according to the system's calculations, should be available in the near future.
In other words, if only one out of five calls is expected to be answered by the member, and only one agent is due to be available soon, the system will make five outbound calls. And in this case, with a high probability, one call will be successful. Although, of course, it may be that not a single agent of the required qualification is free, and then the system will put the member into the queue waiting for a free agent for the time specified in the settings. The agent can also hang up the call.

A predictive dialer is used in cases where you need to quickly handle the list of phone numbers, since this type of calling fundamentally reduces the downtime of the agent. That is, there will be no agent who does not receive calls for a long time.

1. Predictive dialer record page

The page consists of: 

1. Dialer profile;
2. Page record fields;
3. Page tabs;
4. Selected tab details.

Fig. 1. Predictive dialer record page

2. Dialer profile

Here is the basic information about the dialer (Fig. 2). 

Profile fields:

Fig. 2. Record profile

3. Page record fields

Profile fields:

Fig. 3. Page record fields

4. Page tabs

Consists of (Fig. 4):

1. Options;
2. Agents;
3. Skills;
4. Buckets;
5. AMD;
6. Dialer participants;
7. CDR;
8. Calls;
9. Feed.

Fig. 4. Page tabs

4.1. Options

The "Options" tab is used for setting the parameters of Predictive dialer.

• Деталь "Предиктив" (Рис. 5)

Поля детали:

Рис. 5. Рекомендуемые параметры детали Предиктив

• Detail "Timing" (Fig. 6)

Profile fields:

Fig. 6. Detail "Timing"

• Detail "Resources" (Fig. 7)

Fig. 7. Detail "Resources"

4.2. Agents

This tab displays the agents who will handle calls. Agents are added automatically based on their skills.

Fig. 8. "Agents" tab information

4.3. Skills

This tab displays the skills required for an agent to handle dialer calls.

To add a new skill (Fig. 9), click on the "+" icon on the Skills detail.

Fig. 9. Adding a new skill

In the window that opens (Fig. 10), select the Skill (1), its Level (2), the field for specifying the minimum / maximum capacity that the agent should have (3,4), Active or not (5). Then Save (6).

Fig. 10. Choosing the skill

Tab fields:

Fig. 11. "Skills" tab information 

4.4. Buckets

Buckets can be used as personal queues: they make it possible to split one queue into subqueues. To add a bucket, you need to click on the "+" icon next to the "Bucket" detail (Fig. 12).

Fig. 12. Adding a new "Bucket"

In the new window (Fig. 13) select the already created Bucket (1) on Webitel, and click Save (2).

Fig. 13. Choosing the "Bucket"

Tab fields:

Fig. 14. The "Bucket" tab information

4.5. AMD

Модуль AMD предназначен для определения голоса абонента: поднял трубку человек или же звучит запись робота (например, автоответчик). Осуществляется посредством проверки различных параметров голоса (Рис. 15) характерных для записи:

Рис. 15. Рекомендуемые значения для работы AMD

4.6. Dialer participants

This tab (Fig. 16) allows you to Add (1) and view cqueue participants. Members can be selected from Contacts or a Group of contacts. To add a contact group preconfigured in Creatio chose the related option:

Fig. 16. Adding the dialer participants

Select the required group (1) and press Select (2).

Fig. 17. Selecting a group of call participants

Now there are two subscribers in the list of call participants who are included in the "test dialer" dynamic group (Fig. 18).

Fig. 18. List of call participants

In order for the dialer to start working, these participants must be transferred to Webitel. To do this, you need to run the "Upload Webitel members" business process (Fig. 19).

Fig. 19. Running the "Upload Webitel members" business process 

The status of participants in the register has changed to "Uploaded to Webitel" (1) (Fig. 20).

Fig. 20. Subscribers are loaded into Webitel and ready to call

Tab description:

Fig. 21. The "Dialer participants" tab information

4.7. CDR

The CDR tab allows you to view detailed information about all calls from this dialer. The information in this tab is synchronized with the Webitel telephony server.

Information about all calls can also be viewed in the "CDR" section of the Contact Center workplace.

Fig. 22. The "CDR" tab information

4.8. Calls

The tab is a copy of the section Calls from the "Contact Center" workplace. This tab contains information only about calls from this dialer.

Fig. 23. The "Calls" tab information

4.9. Feed

The tab contains messages related to the current dialer (Fig. 24). The tab will display all feed messages. It is also possible to write a message. If you want to mention another user in the message, you can type the “@” symbol and start entering the contact's full name. The system will display a list of found records, from which you can select the desired one. After the message is published, a notification will be sent to the mentioned user, which will be displayed on the communication panel. The name of the mentioned contact will be displayed in the message as a link, which, when clicked, will open the contact page.

Fig. 24. The "Feed" tab information