Predictive Dialler Software predictivedialler.net

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Management Tools...

Reports

To effectively manage your agents and campaigns it is essential to have access to good reporting.

Predictivedialler.net features a range of management reports that are both comprehensive and live, presenting calling statistics presented in a variety of layouts. By ensuring that reports can be accessed live, any issues can be identified and addressed before there is a material impact on the campaign.

Standard reports include:

·          Agent and campaign status screens

·          Inbound queue and outbound dialler activity

·          Agent summary calling statistics

·          Individual calls records, including links to recordings

·          Hourly and daily running summary statistics

·          Call outcome summaries with time spent on every call type

·          Outbound future dialling data analysis

Reports can be filtered to include only certain queues or agents and can be run for specific time and date ranges as well as many other filters depending on the report type.  Typically reports contain agent time recording data, call outcome data and actual call information presented summarised by campaign, agent or time.

Measurements include:

·          Agent talk, wait and wrap times, plus ring times when preview dialling

·          Sales per hour (SpH)

·          Sales versus completes (SvC)

·          Completes per hour (CpH)

·          DMC’s totals (Decision making contacts)

·          DMC’s per hour

·          Call types

·          Call outcomes

·          Inbound queuing times

·          Outbound dialler statistics including Abandoned call counts

Call outcomes can be set as `Complete`, `Sale`, and `DMC` in order to provide the ratio statistics, and can be changed dynamically to update the reports. There is also an abandon call report in the format suitable for Ofcom to check campaigns are being kept within the abandon limits.

We can provide multi-level access to the  reporting, with reports and campaigns being set per login. Sometimes bespoke reports are needed to satisfy customer requirements, and we are happy to accommodate customisation requests. It is also possible to automate the sending of alerts and snapshot reports via email if required. By default predictivedialler.net will send daily reports of certain activities and warnings, including monitoring of agent behaviour that could be leading to abandoned calls.

Campaign Management

The predictivedialler.net system allows you to dynamically change individual configuration parameters of campaigns so you can tune dialler performance or re-prioritise inbound operations to suit conditions. Campaigns are split into queues in the Easycall system, with a queue being used to group agents into common tasks or skill. Within a queue, agents can be assigned different priorities, and agents can belong to any number of queues at once. Queues can be inbound queues, managing inbound calls and playing music-on-hold or queue position messages, or they can be outbound queues with the diallers automatically dialling numbers as agents are idle on any inbound queues they are also assigned to. With these extensive combinations of possible configurations, complex requirements can be met and tuned as required.

A number of preset event triggers can be used to alarm campaign managers of certain conditions being met. For example on outbound campaigns, a typical trigger would be to alert campaign managers of a shortage of dialling data.

Predictivedialler.net can also setup customised status screens so that complex environments can be monitored with a custom live view. Predictivedialler.net can automate campaign configuration changes, triggered by changes in certain statistics meeting preset thresholds. For example, if an inbound queue depth exceeds a certain level, the priorities could be adjusted for agents to start taking overflow calls.