Dialing modes
Outbound campaigns contact a list of people in a particular way. Every campaign has a dialing mode setting that determines when and how the campaign places calls. The dialing mode lets the agent see information before dialing, or matches an agent to a call after the call connects to a live party. Some dialing modes do not require agents at all.
To define a campaign, the high-level steps are:
- Decide which dialing mode to use.
- Define all resources required by that dialing mode, such as a contact list, script, or set of callable times.
- From the Campaigns page, add a new campaign and assign resources to it.
The following table describes the dialing modes:
| Dialing mode | Description |
|---|---|
|
Preview |
Description: Campaigns typically use Preview mode to reach high value contacts. The campaign presents information about the contact to the agent before dialing. The agent reviews the customer record before deciding whether to call or skip to the next record. When ready, the agent manually places the call. The agent hears all pre-connect audio, and determines whether the call reached the contact. You can optionally configure a countdown Preview timer. When you enable a timer, the system automatically dials the contact when the timer runs out, if the agent has not yet placed or skipped the call. If you work with assigned accounts, you can also configure a Preview campaign with agent-owned records. For more information, see Agent-owned records for preview campaigns overview. Note: If you want to present specific contacts to an agent for Preview dial, you can configure a Preview Mode column in the contact list. For more information, see Create a contact list. Summary:
Benefits:
Drawbacks:
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|
Progressive |
Description: With Progressive dialing, the system automatically dials one contact for each available agent. For example, if six agents are available, the system places six calls. In this mode, the system performs call analysis before it matches each call to an agent. While the risk of call abandonment is lower with Progressive dialing, it is not eliminated entirely. For example, if the system factors a blended agent into the pool of available agents, and that agent takes an inbound call before connecting to the outbound contact, that call becomes abandoned. Summary:
Benefits:
Drawbacks:
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Power |
Description: Like Progressive, a campaign in Power mode waits to dial until an agent is available to process the call. When an agent is ready, the system places calls to ensure that at least one live person answers. When a Power campaign starts, the system dials multiple phone numbers for every idle agent. In its call analysis, if it determines that the risk of call abandonment is low, it speeds up, meaning it increases the number of calls it makes for each available agent. Once it reaches the configured call abandonment threshold, meaning it reaches a point where there aren’t enough agents to answer bridged calls, it slows down. Note: Due to the difficulty of calculating average handle time, after-call time, idle time, and contact rate for a small sample size, we recommend using at least 10 agents in a campaign with this dialing mode. Summary:
Benefits:
Drawbacks:
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Predictive |
Description: In the Predictive mode, the outbound dialer uses a patented stage-based algorithm to make predictions about agent availability and places calls based on the output of the algorithm. This algorithm uses input such as average handle time, after-call time, idle time, the stage setting on the agent script, and historical contact rate to improve accuracy. Unlike the Power mode, this mode predicts when an agent becomes idle. It can launch the call before the agent is available, so that by the time a customer answers the call, an agent is just becoming available. To make an accurate prediction, this mode tracks how long agents spend on script stages to predict when to place calls before the agent completes their current call. The larger the agent pool, the more accurate the predictions can be, minimizing idle time even further than in Power mode and decreasing the likelihood of an abandoned call. Note: Due to the difficulty of calculating average handle time, after-call time, idle time, and contact rate for a small sample size, we recommend using at least 15 agents in a campaign using the predictive dialing mode. If agents log into other campaigns, they are not “whole agents” in any one campaign. For example, if 20 agents log into both Campaign A and Campaign B, each of these campaigns effectively have only 10 agents, which is under the recommended minimum for an accurate predictive algorithm. Summary:
Benefits:
Drawbacks:
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Agentless |
Description: This dialing mode does not use agents or a script. The system responds to live contacts or answering machines based on settings in the call analysis response set (CARS) assigned to the campaign. For example, an agentless campaign could hang up on answering machines while transferring each live party to an outbound flow. Note: The call analysis response set assigned to an agentless campaign can transfer a live party to an outbound flow, but not directly to an agent. However, you can configure the outbound flow to transfer the call to a queue for agent assistance. Summary:
Benefits:
Drawbacks:
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External calling |
Description: In the External calling mode, the Outbound campaign uses a third-party desktop dialer for Telephone Customer Protection Act (TCPA) compliance. The campaign presents information about the contact to the agent. The agent reviews the customer record before deciding whether to call or skip to the next record. When ready, the agent copies the phone number and manually places the call with a third-party dialer. When the call is finished, the agent returns to Genesys Cloud to wrap-up. Summary:
Benefits:
Drawbacks:
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Business scenarios
The following video walks you through four distinct business scenarios and explains how to choose the best dialing mode for each campaign.
