​Predictive dialing

What is Predictive Dialing

The essence of this option is that the robot calls your customers on its own. If the client answers the call, the robot will connect the operator with the client.

You create a voice message template with the tag {{autoPredictive}} and set the automatic sending for this kind of voice message. When robot gets a client, it will transfer him immediately to the operator and he will be able to continue the conversation.

Or, you can create a template like this:

“Hello, “full name”. You left a request on the website of our online store. If you confirm your order and want to contact an operator, press the “1” key. If you cancel the order, then press the “2” key.

You can start a voice message either manually or automatically. For example, you create the “For a robo call” status and move orders there after “no answer” by an operator. When this status gets on all orders, the robot starts to call with the created text.

If the client presses the “1” key, then your audio recording “Thank you, wait for connection with the first free operator” is played. Your line number is 1 ”. At this point, the client will be connected to your free operator. The operator will see the incoming call and will be able to immediately open the customer’s order card by phone number.

If the customer presses the “2” key, then his order is canceled and the robot leaves the call.

If the robot doesn’t reach the customer, a it will call to a client every 20 minutes or at your request.

In the admin access you can see the status of the voice message, we have added new ones:

  • delivered (operator) - if the robot connected an operator to the client and the connection was successful
  • delivered (connection not established) - if the client didn’t wait for the connection with the operator
  • error connecting to agent - system error connecting to queue

Calls transferred from robot come to the operator on a separate page for receiving incoming calls.

Calls

The operator can work in dial up mode, and at the same time open this page and when a call comes from the robot, he will hear a sound notification.

Then the operator receives the call, the order card opens automatically for processing.

For correct work, make sure that you don’t have a block for pop-ups in your browser settings.

Important: if your operators work in dial up mode and they don’t have access to the list of orders, then when opening the order card the operator will not receive any errors from the robot, even though the order is not from dial up mode. Thus, working in the dial up mode, operators will be able to simultaneously answer the robot's calls.

The cost of voice messages is 1.2 rub. per minute of conversation + payment on the provider side. Functionality requires a telephony connection (Settings - Telephony - Telephony)


Predictive Dial Settings

Step 1. First you need to create a dialing line. Enter your admin access - Call-Center - Queues.

We will deal with the essence of the queue. For example, you have 2 projects. You want the robot to connect dialers from one project to one group of operators and a specific audio file, and dialers of another project to another group of operators. That is, you want to create 2 channels, one of which gets some dialers, the other - others. This channel for getting orders is the queue. Important: When creating a queue, you can specify a name and select an audio record to play while the client is waiting on the queue. Operators who accept orders from it are attached to the queue. One operator can participate in only one queue. A project can have only one queue. You can select a call distribution strategy in the queue (we will talk about this below in more detail)

Step 2. Bind the queue to the operators. Go to the item in the admin access - Call-Center - Operators. There you can select a queue for each operator

Step 3. Choose a queue for the project. Go to a specific project, the button "Robot" - Predictive dial. There is one unique setting - linking the project to the queue. So, you created the queues, bind the operators to them, chose which line orders from a specific project will fall into. Let’s move on.

Step 4. Go to the project - Robot - Templates for the robot, create a voice message template. The test must contain special tags: Hello, {{fio}}! You left a request in our online store. To connect to the operator, press 1 {{key_1 = "@"}} or simply {{autoPredictive}}

Step 5. Create the status “To dial the robot”, Settings - Statuses - Add status. When creating the status, the setting will be Auto-sms. Select the created template. Now you need to move your orders to this status (manually, through a timeout, in other ways) and they will start sending voice messages. Next, the operator have to go to the page to receive incoming calls and begin work. Strategies of call distribution between Operators

  • Call the agent with the least talk time. Means that calls will be distributed in favor of the agent who communicates with clients the least in duration.
  • Call the agent with the least number of calls. Means that calls will be distributed in favor of the agent who received the calls less than all other operators.
  • Call the agent who has been idle the longest. Means that calls will be distributed in favor of the agent who was the least online.
  • Call agents randomly. Means that calls will be distributed randomly without any logic.
  • Call all agents at once. Incoming calls will be displayed to all agents. Whoever succeeds will answer.
  • Call the agent in the line, remember the last agent they tried to call. It means that if there was a call to the operator and the operator didn’t answer, then the next call will go to this unanswered operator again
  • Call queued agents in order, starting from 1. Incoming calls will be routed in turn
  • Call agents in sequence

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