Differences
This shows you the differences between two versions of the page.
| Both sides previous revision Previous revision Next revision | Previous revision | ||
|
en:regular_function_description_in_call_center:auto_dialing [2014/03/21 00:27] solo [Obtain Customers] |
en:regular_function_description_in_call_center:auto_dialing [2017/12/12 03:05] (current) |
||
|---|---|---|---|
| Line 3: | Line 3: | ||
| 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 ===== | ||
| Line 44: | Line 44: | ||
| ===== 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 | ||
