Predictive dialing speed

The pace of the calls were way too fast and failed the rest of the calls due to agent unavailability. What is the best way to ensure that the dialer stops calling when all agents are not available or on a call? Please keep in mind we are only trying to connect to live callers. We are not trying to leave messages. So, pace is very important, as potential customers will not wait for a live agent. Especially if we are calling them.

When there is no agent available, the system will stop making new outbound calls. However, if a call is already started, it will not stop which may result in dropped calls.

During your testing, you may have more lines needed for the campaign. What you want is to set up the correct lines vs. agent ratio, so call transfer can be handled agent. The ratio depends on your campaign, if all your calls are to be answered by live human, the ratio should be 1-1; if all calls are to answered by answering machine, you do not need a single agent. For most campaigns, the ratio is somewhere in between. Normally you can start with a 2-1 ratio, i.e. 2 lines per agent. If your agents spend a lot of time waiting for calls, you should increase the ratio.

By default, Agent Dialer is going to make calls as fast as possible. But you can make it slower by setting a speed limit. This option is under the Predictive menu.

There is also a call interval settings on Voicent gateway. This too will slow down the dialing per line.