Predictive Dialing Mode

Overview

Predictive Mode in CallTools is designed to dynamically adjust dialing speed and channel usage based on agent availability and abandonment rate. This gives managers more control and automation, reducing the need for constant manual adjustments while maintaining efficiency.

Campaign Modes

• Modes Available: Power, Predictive, Preview

• Switching: Easily toggle between these dialing modes in campaign settings.

Power vs. Predictive

Power Mode

• Simplicity-focused.

• Dials a fixed number of channels per agent.

• Best for streamlined dialing.

• Fast and easy setup

Predictive Mode

• Adjusts dialing behavior dynamically.

• Uses campaign-defined rules:

  • Available agents

  • Abandonment rate

• Helps maximize efficiency

• Once configured properly can help managers with tedious campaign changes.

Key Predictive Mode Settings

1. Maximum Abandonment Rate

   • Example: Set to 3% to ensure and avoid excessive abandoned calls.

   • When the abandonment rate is exceeded dialing will slow until it normalizes again

2. Dialing Speed & Channels

   • Channels increase as more agents join the campaign.

   • Example scaling:

     • 1 agent → 2 channels

     • 3 agents → 4 channels

     • 5 agents → 6 channels

     • 7 agents → 8 channels

     • 9 agents → 10 channels

Benefits of Predictive Mode

• Adaptive Scaling

  • More aggressive dialing when more agents are active (e.g., after lunch breaks).

  • Slower dialing with fewer agents to avoid high abandonment.

• Compliance Control

  • Keeps campaigns under the set abandonment rate threshold.

• Reduced Micromanagement

  • Managers don’t need to constantly adjust channel settings.

  • System automatically balances speed vs. compliance.

Practical Use Cases

• Start of Day: Lower channel dialing when only a few agents are logged in.

• Peak Hours / Full Staff: Higher dialing rate when the full team is active.

• After Breaks/Lunch: System automatically adapts as agents return, maintaining efficiency.

• Compliance-Sensitive Campaigns: Protects from exceeding abandonment thresholds.

How to Setup Predictive Mode

1. Navigate to Contact Center and then either edit an existing campaign or click the blue "Create Campaign" button

2. Select the Predictive Campaign Mode at the top of the screen

3. Scroll down to find the "Calling Options" section of this page and you will see the 2 specific settings for predictive mode.

• Max Abandonment Rate

• Channel Speed by Agents

4. For Channel Speed by Agents you may have up to 5 different slots to define how you want the channels to adjust based on that many agents being joined to a campaign. 

5. Once these settings have been applied alongside your other campaign settings you will see that you are running in predictive mode on the Campaigns Screen by the icon below.