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en:regular_function_description_in_call_center:auto_dialing [2014/03/21 00:24] solo [Obtain Customers] |
en:regular_function_description_in_call_center:auto_dialing [2017/12/12 03:05] (current) |
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| Auto dialing refers to in a campaign, system according to certain priorities, automatically dial the contact numbers assigned to the agent, Compared with the predictive dialing, auto dialing has the following advantages : | Auto dialing refers to in a campaign, system according to certain priorities, automatically dial the contact numbers assigned to the agent, Compared with the predictive dialing, auto dialing has the following advantages : | ||
| - | * Agent could keep his customers | + | * Agent could keep his customers |
| - | * When auto dialing , the system will only call the "New" or "Pending" customers assigned with the agent. | + | * When auto dialing , the system will only call the "New" or "Pending" customers assigned with the agent. |
| - | * Customers will not have to wait | + | * Customers will not have to wait |
| - | * The system will dial agent phone first, then dial customer only if agent answered, this could improve customer experience compared to predictive dialing. | + | * The system will dial agent phone first, then dial customer only if agent answered, this could improve customer experience compared to predictive dialing. |
| - | * Support scheduler call | + | * Support scheduler call |
| - | * Set a callback time for customers, upon arrival at appointment time within five minutes , system will start to dial the customer | + | * Set a callback time for customers, upon arrival at appointment time within five minutes , system will start to dial the customer |
| - | * Support for multiple numbers of customers | + | * Support for multiple numbers of customers |
| - | * For multiple numbers of customers , when the first number is not answered, system will automatically dial the next number of the customer if he has. | + | * For multiple numbers of customers , when the first number is not answered, system will automatically dial the next number of the customer if he has. |
| ===== Enable Auto Dial ===== | ===== Enable Auto Dial ===== | ||
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| Since the auto dialing will only call the customers assigned to the agent in one campaign, so first you want to assign customers to agents | Since the auto dialing will only call the customers assigned to the agent in one campaign, so first you want to assign customers to agents | ||
| - | * Agent obtain | + | * Agent get customer |
| - | * Call out marketing tasks can set whether to allow automatic access to seats not assigned the task of customer data | + | * In a campaign, admin could configure if agent is allowed to get customers |
| - | Every *** ** indicates the maximum number of seats for each click on the "customer acquisition" button to get to the number of customers unallocated | + | * **each fetch** indicates the maximum number of agent for each click on the "obtain customer" button to get to the number of customers from unassigned list. |
| - | Maximum number ** *** has said when the number of seats in the unprocessed data to the client task reaches this limit, click the "Get Customers" button will no longer acquire new customers | + | * **agent max own** indicates the maximum "New" customer number of agent when he tried to obtain, agent could not obtain new customers when his new customer number reach the this limit. |
| - | 由于自动拨号仅会拨打该任务中分配给该坐席的客户，因此首先要将客户分配给坐席 | + | |
| - | + | ||
| - | * 坐席自动获取 | + | |
| - | * 在外呼营销任务中可以设定是否允许坐席自动获取该任务中的未分配客户数据 | + | |
| - | * **每次最大数目**表示每次坐席点击"获取客户"按钮时，获取到的未分配客户数目 | + | |
| - | * **最大可拥有数量**表示当坐席在该任务的未处理客户数据数目达到此限制时，点击"获取客户"按钮不会再获取新的客户 | + | |
| {{:en:regular_function_description_in_call_center:campaign.png?768|}} | {{:en:regular_function_description_in_call_center:campaign.png?768|}} | ||
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| ===== Dialing priorities ===== | ===== Dialing priorities ===== | ||
| - | - Scheduled time is less than the current time, sort by the scheduled time by ascending order, then sort by higher-priority. | + | - Customer status is pending, scheduled time is 5 minutes more or less around current time, sort by scheduled time ascending |
| - | - New customers with created time by ascending order, and less dialed in auto dialing mode | + | - Customer status is pending, scheduled time is more than 5 minutes behind current time (include 0000-00-00 00:00:00), sort by scheduled time and dialed times ascending |
| + | - Customer status is new, sort by dialed times and display order in agent page | ||
