Overview

Predictive dialling is designed to place calls at the moment an agent becomes available and a contact answers, minimising idle time and maximising productivity. Understanding how the system calculates dialling speed, manages inbound calls, and controls drop rates will help you get the best results from your campaigns.


Dialling speed and agent ratios

The speed at which the system places calls is directly tied to the number of agents logged into a campaign and their current status. The more agents you have available, the faster the system will dial and the better your results will be.


The system uses different thresholds to determine pacing:

  • 4 agents or fewer. The system looks at agents in a Ready or Wrapping status to calculate how many calls to place. Ready agents carry a higher weighting as they are immediately available. For best results, we recommend a minimum of 6 agents logged into a campaign. 
  • 5 to 8 agents. The system considers agents in Ready, Wrapping, and Not Ready statuses. Ready agents still carry the highest weighting. 
  • 9 or more agents. The system again looks at Ready, Wrapping, and Not Ready, but will place calls at a higher rate overall to reflect the greater number of agents available. 


Inbound calls during a predictive campaign

During a predictive campaign, outbound calls take a slight priority over inbound. However, the system checks every second whether inbound calls can be routed to an available agent. 


If an agent currently has a predictive call assigned, the system will assess whether that call can be safely removed before routing the inbound call. The checks are:

  •  Can the predictive call be transferred to another available agent in the campaign?
  • If not, has the call exceeded the minimum compliant ring time, allowing it to be dropped (Yanked)?
  • Is the predictive call still waiting for a line to connect?

If none of these conditions are met, the agent will continue handling their predictive call as normal, and the inbound check will retry in the next cycle. If the predictive call can be handed off or Yanked, the agent will receive the inbound call. 


Drop rate and pacing

The system monitors the drop rate throughout the campaign. If the drop rate exceeds the configured target, the system will automatically slow dialling by reducing the statuses factored into its calculations and reducing the overall outbound pacing.

Dialling speed will increase again once the drop rate falls back below the target threshold.

Note. Keeping your drop rate within target is important for compliance. If you're consistnetly hitting the threshold, consider reviewing your agent numbers or adjusting your campaign settings.