Dialer
Motivation
Dialer is an automated dialling tool which significantly increase calling efficiency. Such the tool is used in most modern Call Centrum in these days. Motivation is obvious here, operators should not waste their time with calling attempts, but instead it they should spend most of time with talking with client.
Short description
A heart of dialing process is a dialer campaign, or shortly just campaign. Campaign contains telephone numbers and optional information like names and address. The camping also contains dialing algorithm which determine dialing speed and call distribution between operators. Dialing speed is something what is very important. The optimal speed is a state when operators are almost 100% busy from dialer calls and at the same time a call lost is low. There is almost always some call lost because dialer is calling in advance and creates more calls than is number of free operator. Good news is, that these “complicated” matters are hidden to operators. From operators side, all dialer calls looks like an incoming calls with speed which is optimal to handle and a short free time to prepare to another call.
Dashboard overview
Calls
Maybe most useful online information are related to dialer call originating, i.e. how many calls are ringing, how many calls are connected with clients and so on.
Agents
Agents are persons which answer calls from dialer, usually operators. On the dialer dashboard you can see information like number of free agents or agents which are already talking with clients.
Efficiency
We are using two parameters here. Abandon rate (AR) and Busy Factor (BF). AR describe percentage of lost calls, very high dialling speed or bad operator works leads to high level of AR. And the second parameter BF is saying how many OPs answering incoming calls from dialer. Ideally AR is goes to 0% and BF to 100%.
Calls on hold
These calls are waiting to be answered.
Temperature scale
These calls are waiting to be answered.
Dialer configurations
Dialer aglorithms
This algorithm is a default choice for most calling scenarios. It is predictive algorithm which means that the optimal dialing speed is predicted, the prediction is based on internal probability model. It is important to say that this algorithm do not require any input parameters or settings, the dialer speed is calculated on number of free operators, on hit rate (% of answered calls), abandon rate (% of lost calls) and others… But all of them are calculated automatically.
We call it sometimes as “maximal speed algorithm”.This algorithm is always trying to call with maximal allowed dialling speed, for example with maximal allowed call channels or with speed based on number of available operators.
It is not predictive dialer. Algorithm is very simple, dialing speed is constant here, for example 5 calls per seconds. Such dialing speed must be setup during campaign creation and of course, you can change it any time.
Routing rules and other settings
These three algorithms can create myriads of possible calling strategies. But it is not enough. Many setting and useful calling scenario can be achieved with help of routing rules and “other” parameters. For example routing can be based on client name (or ID), we can prioritize some queue/operator, or provide random set of outgoing CID and many other possible configurations.
Other applications
Information and Beeper
Typical destination of dialer is a queue with group of operators. But not always, dialer can forward dialer calls also to IVR, some audio records or even hangup after one beep.
Leave Voice Message
This is handy tool (button) which allow operator to leave pre-recorded audio message in case when call is forwarded to voice mail.
Auto Machine Detection
Dialer can try to avoid to forward a call from remote phone voice mail.
Connection with CRM
Our PBX provide full REST API for control, management and configuration dialer. And also websocket for online supervision or even a functionality to stop whole PBX/Dialer in some special case.
Power Dialer
Special version of dialer which guarantees no call lost.