Predictive dialer setup
- Olena Bilianska
- Sviatoslav Sharak (Deactivated)
- Former user (Deleted)
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:
Dialer profile;
Page record fields;
Page tabs;
Selected tab details.
Fig. 1. Predictive dialer record page
2. Dialer profile
Here is the basic information about the dialer (Fig. 2).
Profile fields:
Field | Description | |
|---|---|---|
1 | Name | The name of the queue is specified here. The name must be unique. |
2 | Created on | Dialer creation time. |
3 | Modified on | Last modified time. |
4 | Created by | The user who created the dialer. Filled in automatically. |
5 | Modified by | The user who made the last change. Filled in automatically. |
Fig. 2. Record profile
3. Page record fields
Profile fields:
Field | Description | |
|---|---|---|
1 | WebitelDialerID | The ID of the created queue. Filled in automatically. |
2 | Strategy | The strategy of putting the member into the queue. There are the following strategies:
Required field. |
3 | Dialer type |
Required field. |
4 | Team | A team of agents who can receive calls from the current call if they have the appropriate queue skill. If an agent with the required queue skill is part of another team, calls from that queue will not be distributed to that agent. |
5 | Process | Reference field for selecting the Creatio business process that will be launched when the agent receives a call from the dialer. |
6 | Calendar | The calendar on which the queue operates. When you click on the "Calendar" field, a drop-down list opens from which you can select a calendar. Calendars must first be created in the Webitel system. Required field. |
7 | Priority | Used by a system to determine which diler to use first. The higher the number, the higher the priority. |
8 | Active | Dialer's state. If the check box is not set, the dialer will not work even when the agents are available. |
Fig. 3. Page record fields
4. Page tabs
Consists of (Fig. 4):
Options;
Agents;
Skills;
Buckets;
AMD;
Dialer participants;
CDR;
Calls;
Feed.
Fig. 4. Page tabs
4.1. Options
The "Options" tab is used for setting the parameters of Predictive dialer.
Detail "Predictive" (Fig. 5)
Field details:
Field | Description | |
|---|---|---|
1 | Max agent lines | Maximum allowable number of parallel outgoing calls that can be made per agent |
2 | Max agent lose calls | The maximum number of successful calls to subscribers that were not accepted by the agent (the agent was not available) within one iteration of dialing to this agent. After the number of "lost" calls specified in this column is reached, the system stops making new sets of subscribers for this agent until the next successful connection with the subscriber. |
3 | Min predict attempts | The minimum number of successful attempts to connect the subscriber with the agent required to collect statistical information about predictive dialing. Until this parameter is reached, the dialer works in the progressive dialing mode. |
4 | Max abandoned rate | The number in this field indicates the percentage of lost calls allowed (successful dialing attempts that were accepted by the subscriber, but did not connect to the agent) relative to the total number of attempts that were accepted by the subscribers. If this percentage is higher than the specified value, the predictive dialer changes to the progressive dialer type. The unit of measure is percentage (%). |
5 | Max wait time | The maximum time that the subscriber can wait to connect with the agent after the call is received by the subscriber. |
6 | Retry abandoned | Ability to renew "lost" subscribers. When this switch is enabled, subscribers who received a call, but were not connected to the agent, are included in the list for the next dialing. |
Fig. 5. Recommended detail "Predictive" parameters
Detail "Timing" (Fig. 6)
Profile fields:
Field | Description | |
|---|---|---|
1 | Originate timeout | Duration of dialing to the member (how long to wait for a response from the subscriber). |
2 | Wait between retries | Time after which the next call attempt is made |
3 | Sort by descending | Callback to members with a missed call in descending order (according to the amount of time that is counted from the scheduled time of the call to "at the moment"). |
4 | Waiting for call result | When activated, two more additional fields appear:
|
5 | Max calls | The maximum allowed number of simultaneous outgoing calls. If you set a negative value, then all resources will be used (there will be a limit on the "Number of simultaneous calls per agent"). If the value is 0, no calls will be made. |
6 | Max call attempts | The number of attempts to reach the memeber is indicated here. If for the specified number of attempts it is not possible to connect to the subscriber, then dialing to such a memeber stops. |
7 | Record conversation | Responsible for the possibility of recording a conversation. |
8 | Allow greeting agent | Permission to turn on a personal greeting before connecting to an agent. The greeting file is selected from the media resources in the agent's card (it is expected to appear in the interface). |
Fig. 6. Detail "Timing"
Detail "Resources" (Fig. 7)
Field | Description | |
|---|---|---|
1 | WTLResourseGroup | They are used for call centers that use outbound calls (dialers). Specifies what phone lines can be used by dialers. The resource group must be previously created in the Webitel system. |
2 | Resource group name | Filled in automatically from Webitel. |
3 | Dialer | The name of the dialer to which the resource is connected. |
4 | Id in queue | Filled in automatically from Webitel. |
5 | Modified on | The date and time the changes were made. |
Fig. 7. Detail "Resources"
4.2. Agents
This tab displays the agents who will handle calls. Agents are added automatically based on their skills.
Field | Description | |
|---|---|---|
1 | Name | The name of the agent in the Creatio. |
2 | Webitel user | User registered on Webitel. |
3 | Skills | The list of skills assigned to this agent. |
4 | Dialer | The dialer used for making the calls. |
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:
Field | Description | |
|---|---|---|
1 | Skill | The name of the skill. |
2 | Max capacity | Max skill capacity. |
3 | Min capacity | Min skill capacity. |
4 | Level | This displays the level of proficiency in a particular skill. You can set a value from 1 to 1000. Depending on the level and load, of the selected agents. The more calls you need to handle, the more agents you need. If there are not enough agents from the first level, agents from the second/next level are used, who have the skill potential indicated for this level. Level 1 is the highest priority, it's used first. |
5 | Enabled | Enabling and disabling the skill, which is responsible for the selection of agents who will handle the calls from the queue. |
6 | WebitelSkillId | Filled in automatically from Webitel. |
Fig. 11. "Skills" tab information
4.4. Buckets
Buckets 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:
Field | Description | |
|---|---|---|
1 | Name | The name of the bucket. |
2 | Dialer | The name of the dialer that the bucket is associated with. |
3 | Id in dialer | Bucket ID in the dialer. |
4 | Modified on | The date and time the changes were made. |
5 | Modified by | Who made the changes. |
6 | Created by | Who firstly created the bucket. |
Fig. 14. The "Bucket" tab information
4.5. AMD
The AMD module is designed to determine the subscriber's voice: a person picked up the phone or recording sounds (for example, an answering machine). It is carried out by checking various voice parameters, (Fig. 15) specific to the recording:
Field | Description | |
|---|---|---|
1 | Use AMD | The check box enables and disables AMD – automatic machine detection. Designed to determine the subscriber's voice: a person picked up the phone or a robot recording sounds (for example, an answering machine). It is carried out by checking various voice parameters specific to the recording. |
2 | Between words silence (ms) | The minimum pause (silence) between words to determine the next word. In milliseconds. |
3 | Minimum word length (ms) | Specifies the minimum duration of a continuous voice sound. In milliseconds. |
4 | Silence threshold (ms) | Specifies the maximum duration of silence between words. In milliseconds. |
5 | Greeting (ms) | Specifies the maximum length of the greeting. In milliseconds. If exceeded, then it is considered a robot. |
6 | Transfer NOTSURE to an agent | The checkbox allows redirecting the subscriber to the agent, which the autodetector could not recognize. |
7 | Maximum number of words | Specifies the maximum number of words in a greeting. If more words are spoken than indicated, then it is considered a robot. |
8 | Maximum word length (ms) | Specifies the maximum length of a word. In milliseconds. |
9 | Total analysis time (ms) | The maximum time allotted for recognition of a person is indicated, or an answering machine. In milliseconds. |
10 | After greeting silence (ms) | Specifies the duration of silence after the greeting. In milliseconds. If the specified value is exceeded, then it is consider a person. |
11 | Initial silence (ms) | Specifies the maximum duration of silence before the greeting. In milliseconds. If exceeded, it is considered a robot. |
Fig. 15. Recommended values for AMD configuration
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:
Field | Description | |
|---|---|---|
1 | Webitel Id | Member ID in dialer. Filled in automatically from Webitel. |
2 | Condition | The member's state in the dialer:
|
3 | Bucket | The name of the bucket assigned to the member. |
4 | Contact | The caller's Contact name. |
5 | Result | Call result received from Webitel:
|
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