Daktela predictive dialler is an outbound call processing system designed to maintain a high level of utilisation and cost efficiency in the contact centre. The dialler automatically calls a list of telephone numbers, filters out unnecessary calls such as answering machines and busy signals and connects an available agent with the customer.
Create a New Predictive Campaign Queue/Edit a Predictive Campaign Queue
Go to Manage → Queues.
To create a new queue from scratch, click Add new and select Predictive campaign.
To use an existing queue as a template for your new one, click Clone in the Actions column.
To edit an existing queue, click its title.
The queue details will open.
Each user can only have Automatic or Fixed login to max. 1 outgoing queue (including campaign queues).
To clone an outgoing queue up to version 6.19.x, it is necessary to change these login methods to Manual before cloning.
From version 6.20, when you clone an outgoing queue with users that have these login types, they will be set to Manual automatically in the newly created queue.
Predictive campaign details
Fill out the Unique queue number, Title and Description (optional), then set up your queue.
Queue Number Auto-Suggestion
Daktela will automatically suggest the next available number based on previous numbers of the same queue type (including deleted ones).
Queue Field Details
Queue Field Details
Open more settings using the Extended button in the top right corner.
Field |
Description |
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Advanced settings |
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Allow description |
Turn on to activate the description field as part of the activity created using this queue. Agents can enter a description of the activity. |
Queue active |
By disabling the queue, you can quickly pause it.
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Working hours |
Select your working hours from your Time groups. Go to Manage → Settings → Time groups to set up your Time groups. |
Calls per agent (CPA) |
Select the number of calls to be dialled for each available agent.
When set to "Dynamic", the dialler will automatically calculate the appropriate number of calls based on traffic data from the previous 30 minutes. The number of calls per agent will always be rounded to the nearest whole number.
When set to "Abandoned rate", you can define a target rate. The number of calls per agent will dynamically increase or decrease based on the actual abandoned rate to meet the target. The number of calls per agent will always be rounded to a whole number, and you can view its current value. You may "Reset" the calls per agent value to 2 if it becomes unmanageable. Abandoned rate = Connected calls without an agent / All dialled calls * 100 |
Target abandon rate |
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Current calls per agent |
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Form load time |
For Preview (manual) campaigns, this setting specifies the maximum time for the agent to load and read the form. The Lazy pause will be set automatically when this time runs out.
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Form save time |
Select the time agents have to fill out and save the activity form after the interaction with the customer ends. The "Lazy" pause will automatically be set after this time runs out. |
Outbound number |
Enter the numbers that are presented to the called party for calls from this queue. If you want to use multiple numbers, separate them with a comma. The numbers are then selected randomly for each call. Leave empty to use default numbers.
|
Play recording after joining |
Select a recording that will be played back to the customer after they join the queue. To add more recordings, go to Manage → Routings → Calls → Advanced settings → System recordings. When an operator connects with a customer, the entire recording must be played, and both an operator and a customer may speak over the recording during playback |
Play recording before joining (Extended) |
Select a recording that will be played back to the customer before the activity is distributed to the agents. To add more recordings, go to Manage → Routings → Calls → Advanced settings → System recordings. |
Ringtone |
Select the music or speech that will be played back to the caller while they are waiting in the queue.
|
Max. waiting time |
Select the maximum time the caller can remain in the queue before chat termination. |
Multiple statuses |
Allow or disallow users to set multiple statuses for activities using this queue. |
Voicemail detection (AMD) |
Enable or Disable Answering Machine Detection. When enabled, AMD will determine whether it is speaking to a human or a machine and end the call if it is speaking to a machine. |
AMD config |
Select your AMD configuration. |
AMD status |
Select a status that will be set in the record if voicemail is detected. |
Idle activity notification |
Select the time when the toast notification for a long-standing activity will be displayed. |
Monitoring |
|
Show monitoring notification to agent |
An icon is placed in the call activity showing that call monitoring is active for the specific agent. |
Play monitoring audio notification in call |
A recording played in the call which notifies the agent about monitoring start and stop. Select your recordings in the fields below. |
Recording at monitoring start |
Select a recording that will be played when call monitoring is started. |
Notification when recording is stopped |
Select notification sound when recording is stopped. |
Recordings |
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When to record calls |
Select if and when calls using this queue should be recorded. Note that these settings can be defined on user and queue level and if they are set differently, the earlier recording option prevails.
|
Allow call recording interruption |
Select if the user or users calling via this queue can pause and resume call recording. Note that if this setting is different in the user or the queue, if one of these is set to "Yes", then recording can be interrupted. |
Recording retention |
Select how many days to keep recordings of calls made using this queue. The value can't be more than the Maximum recording retention value which is set globally for the entire contact centre.
|
Notification when recording is started |
Select notification sound when recording is started |
Notification when recording is stopped |
Select notification sound when recording is stopped |
Forms |
|
Select records |
Turn on to allow agents to manually pick and call any campaign records that meet the relevant conditions. |
Skip records |
Turn on to allow agents to manually pick and call any campaign records that meet the relevant conditions. |
Record order |
Select the type of sorting logic used to choose the next record. |
Record selection mode |
Select the type of sorting logic used to choose the next record.
|
Contact timeout |
Rescheduled call distribution. When agents are busy, calls will be rescheduled for later. Do you want them to go to the same agent? This can be useful for your service quality. Set the time after which calls will be redistributed to other agents. |
Dialler settings |
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Max. ring time |
Select how long the dialer should wait for the customer to answer the call. If the Max. ring time passes, the call will be dropped and the status you have selected in "Dialer hangup status" will be set to the record. |
Max. repeat attempts |
Select after how many unsuccessful repeat attempts the dialer should stop trying to call the record. Set up the time between the first unsuccessful attempt and the subsequent attempts under “Attempt delay”. If you set Max. attempts to 2 and Attempt delay to 15 mins and 18 hours, the record is dialed once. If it is not answered, it will be dialled again in 15 mins after the first attempt and the last time 18 hours after the second attempt. The dialer will stop trying to call the record after that. |
Attempt delay |
Select the amount of time between individual attempts. You can set up as many delays as the value in Max. repeat attempts. |
Busy status |
Select the status that should be assigned to the record if the called party is busy when the the dialer attempts to reach them. |
Dialler hangup status |
Select the status that should be assigned to the record if the called party can't be reached within the Max. ring time and the call is dropped. |
Customer hangup status |
Select the status that should be assigned to the record if the call is answered but the called party drops the call before it is handled by an available agent. |
Unavailable status |
Select the status that should be assigned to the record if the called party in unreachable. |
Next targets |
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Target if not answered |
Select where the call will be routed if it is not answered – ie. when Max. waiting time, Max. count waiting, Enter queue conditions or Remove from queue conditions are met. |
Target if answered |
Select where the call will be routed after an answered call is ended by the agent. |
Macro links (Extended) |
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Links (Extended) |
Set up an external URL, e.g. a customer card, that can be opened when using this queue.
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Macro transport (Extended) |
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Transports (Extended) |
Set up predefined activity transfers and invites for agents using this queue.
|
Tickets |
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Category |
Select a category that will automatically be assigned to tickets created in activities using this queue. |
Speech to text |
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Speech-to-Text |
Turn on to transcribe calls made in this queue using speech-to-text. You will be billed per minute of transcribed audio. In the next two fields, select the languages that you expect will be used during calls and any transcription conditions. Please get in touch with us to activate this feature. |
Audio input language |
Select the languages that you expect to be used in this queue. The Speech-to-Text converter will select the from this list. |
Transcriptions conditions |
If you don’t want to transcribe every call in this queue, you can set up conditions that must be met for it to be transcribed. |
AI Topics |
|
Use AI Topics |
Turn on to use AI to analyse activities in this queue. Every analysed activity uses 100 AI coins. In call queues, AI Topics can only be used in combination with Speech-to-Text. Set up your AI Topics in the field below. |
AI Topics setup |
Set up instructions for the AI analysis of activities in this queue. |
AI Topics Language |
AI Topics Language |
Save your queue.
To make your queue work correctly:
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After you are done creating your Predictive campaign queue, make sure you have set up an outbound call routing.
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If you haven't done so already, you need to import or create some Campaign records before you can start using your queue. You can also find out how different campaign types work.
The Predictive campaign queue will start calling records as soon as an agent logs in to the queue. For instructions for agents using Predictive campaigns, see Predictive campaign.
Don't forget to set up:
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which Agents can use the queue.
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the queue's relations.
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the queue's widget scheme.
See Queues for instructions.