The goal of a predictive campaign is to predict how many contacts need to be dialed in order to efficiently connect end-users and agents. The campaign dials multiple consumers simultaneously, trying to connect one of the reserved agents to an end-user. The number of contacts dialed to connect one agent to a live end-user is the overdial ratio. This ratio is used to balance the number of agents available with the number of live end-users to minimize the number of abandoned calls.
Before a predictive campaign begins, the available agents in a queue are reserved for the end-users within that campaign. Reservations happen when the assigned queue for the campaign begins. They're determined by how many agents that are assigned to this queue are active. Then, the overdial ratio determines how many numbers are dialed based on the number of available reserved agents. The overdial ratio is automatically adjusted in real time to ensure that the agents never fall below the maximum abandonment rate for this campaign.
To save the agent time, the system screens out busy signals, disconnected numbers, fax numbers, and voicemails and move on to the next end-user in the campaign list. When Contact Center AI Platform (CCAI Platform) detects a live caller, it connects the end-user to one of the reserved agents. If no agent is available when the live caller is detected, the call is abandoned.
Since the campaign is dialing multiple end-users simultaneously, the agent won't know which end-user they are speaking to until the call is connected. When the call is connected, the agent is automatically provided with a preview of the customer's CRM record in the background. The agent can also preview the customer information provided in the campaign file by clicking the arrow next to the customers name in the CCAI Platform agent adapter. The agent adapter also provides a link to view the customer's account in the CRM if the initial preview is no longer displayed in the background.
Predictive campaign calls (agent experience)
A predictive campaign is an automated dial mode designed to call as many leads as possible by simultaneously dialing multiple phone numbers, then automatically connecting answered calls to the next available agent. The dialing ratio (the number of outbound calls compared to the number of agents managing these calls) is automatically adjusted based on how many calls connect to customers and how many agents are available to take calls. To save the agent time, the system screens out busy signals, disconnected numbers, fax numbers, and voicemails.
When a predictive campaign is activated, the dialer makes a reservation call for every available agent in the campaign's target queue. For every agent who picks up one of the reservation calls, the campaign dials the next batch of customer phone numbers from the campaign list. These calls are made while the reserved agents are waiting on the line.
When the agent picks up a reservation call, the campaign presents them with a preview of the profile for the next customer in the list. This customer profile is pulled from the CRM, such as Salesforce or Kustomer.
For an agent to handle campaign calls, they will need to follow these steps:
Sign in to the CCAI Platform portal or the agent adapter.
In the CCAI Platform agent adapter, select Available from the status drop-down.
If there is a reservation call, it will be routed to the agent automatically.
Click Answer.
If there is no reserved call, the auto dialer calls the next batch of entries from the campaign list.
When the agent picks up a call, the auto dialer dials the next batch of entries from the campaign list.
Click Break to drop the current call and receive the next available call from the campaign list.
If the customer answers the call, the agent is connected and the status bar turns green.
The customer's name and phone number are displayed. Click the down-arrow to the right of the customer's name to preview their profile from the CSV file.
Click the view case link to view the customers CRM record if it is no longer displayed.
Once the agent has completed the call or transferred the call to another agent, click Done.
On the wrap-up: disposition & note screen, select a disposition code from the drop-down and enter any additional notes regarding the call. Click Save.
The agent is connected to the next call on the campaign list.
Requirements for campaign files
Campaign files contain a list of end-users (customers) that are called and their phone numbers. These files are uploaded to your campaigns and the information is displayed in the CCAI Platform agent adapter during campaign calls.
The campaign files must meet the following requirements:
Files must be in CSV file format.
Files must contain no more than 10,000 rows.
Each file must contain the following two columns:
Name_required: the name of the end-user
Phone_required: the phone number of the end-user
Additional columns are permitted. The values in additional columns are displayed in the adapter but are not validated.
All phone numbers must be in E.164 format—for example,
+12223334444.
If any of these requirements are not met, the validation process returns an error message during processing and the file is not uploaded.
Create a predictive campaign for outbound dialer
All lists must be scrubbed against national and company DNC registries prior to upload.
To create a predictive campaign, follow these steps:
Go to Campaigns.
Click Add campaign. The Add campaign window displays.
In the Campaign name field, enter a unique campaign name.
To upload a campaign list, click Choose files. A file explorer panel opens.
Select the CSV, XLS, or XLSX file you want to upload.
Click Open.
Click the Assign queue field, to select the queue you want to assign this campaign to from the drop-down. You can also start entering the name of the queue to narrow the available options in the drop-down list.
Use the Abandoned call message field to configure the message played to a customer when a call is abandoned during this campaign.
A call is considered abandoned in the following scenarios:
Aggressive dialing: More customers pick up than anticipated, and the target queue runs out of available agents.
Customer waiting too long: The customer waits for more than two seconds after saying, "hello" before an agent is connected.
Use the Overdial Adjustment Multiplier field to regulate how quickly the algorithm adjusts the overdial rate for this campaign. Enter a value from 1 to 10, which will be multiplied by the default adjustments.
The current overdial rate can be seen in the campaign metrics display.
In the Ringing timeout field, indicate the number of seconds of ringing before a call is considered not picked up.
Set the Max abandonment % rate to indicate the maximum percentage of calls that can be abandoned by Dialer during this campaign. The default value is 3.
Click Set to save the new campaign and return to the Campaign manager page.