How is Dialing Rate Measured

Product Q&A
1

I see this in the predictive dialer document: The dialing rate is optimized to maintain the desired agent occupancy based on the statistical analysis of outcomes of most recent dialing attempts.

question here how is the dialing rate optimized? what is the dialing rate and what if the agent is in idle state aren’t we missing his productivity.

2

Hello adithyasomayagi0412 -

The algorithm on the Predictive dialer is depended on how many agents are currently assigned to that predictive dialer. We strongly recommend at least a dozen agents assigned to a predictive dialer to reduce agent idle time. If this isn’t possible, then the progressive dialer would be recommended for that dialer. Below is a link to our help section outlining some additional documentation.

https://help.brightpattern.com/5.3:Contact-center-administrator-guide/ServicesandCampaigns/Outbound-General

Thanks,
Jeff

3

Thank you Jeff, this helps!

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