This is the minimum number of calls at any one time. The system default is 25. If you have 50 agents and set this to 25, only half of your agents will be connected.
Predictive - The dialler makes a prediction which is constantly reanalysed enable it to deliver the most calls to Agents without going over the Abandoned Call rate of 3%. The more agents and data available, the bigger the sample size and the more accurate the result the dialler will generate. it is normal for the dialler to start dialling slowly in the morning, or beginning of a shift, then speed up as it recalculates the optimised delivery of calls based on the number of agents, average call time, time in wrap, and other parameters. See Dialler Best Practice for further information.
Preview - Preview dialling launches the script and lets the agent familiarise themselves with the details of the person to be called before making the call.
1:1 - one to one dialling will dial and automatically connect the call to the Agent but ONLY when there is an agent available to take the call.
Specifies the order in which the data will be dialled. Youngest records are those uploaded to the dialler most recently, the oldest are those which may have been unsuccessful several times, or rescheduled. if set to oldest first, this may slow down dialling as you would need to clear the older calls before the newer data will come into use.
An abandoned call is one where the dialler's predictive algorithm has resulted in a call being connected to a number, the recipient answering that call and there being no available Agent to take the call.
When the dialler is running low on data, it will recycle data scheduled for a call back, presenting it one hour early, except where the rescheduling of that record was caused by Answer Machine Detection (AMD).
Finalises records after a set number of days. Set if the campaign has a finite end date, or to ensure that all records in your campaign are finalised by a set number of days from the start.
The absolute number of times the records will be dialled. This takes effect regardless of whether any contact has been made, and a call back scheduled.
All of the above 25 settings can be applied to this and future call lists/queues by saving a template. The settings detailed above are the CallScripter default settings. Once you have fine tuned your DXI Dialler Dial rules here, you can save them as a system Default Dial Rules Template. (See 27)
