A predictive campaign predicts the number of contacts that the system must dial to efficiently connect end-users and agents. The campaign simultaneously dials multiple end-users, attempting to connect one of the reserved agents to an end-user. The system determines how many numbers to dial based on the number of available agents and historical call answer rates.
Predictive campaign calls (agent experience)
A predictive campaign is an automated dial mode designed to call as many leads as possible by simultaneously dialing multiple phone numbers, then automatically connecting answered calls to the next available agent. The dialing ratio (the number of outbound calls compared to the number of agents managing these calls) is automatically adjusted based on how many calls connect to customers and how many agents are available to take calls. To save the agent time, the system screens out busy signals, disconnected numbers, fax numbers, and voicemails.
When a predictive campaign is activated, the dialer makes a reservation call for every available agent in the campaign's target queue. For every agent who picks up one of the reservation calls, the campaign dials the next batch of customer phone numbers from the campaign list. These calls are made while the reserved agents are waiting on the line.
When the agent picks up a reservation call, the campaign presents them with a preview of the profile for the next customer in the list. This customer profile is pulled from the CRM, such as Salesforce or Kustomer.
For an agent to handle campaign calls, they will need to follow these steps:
Sign in to the CCAI Platform portal or the agent adapter.
In the CCAI Platform agent adapter, select Available from the status drop-down.
If there is a reservation call, it will be routed to the agent automatically.
Click Answer.
If there is no reserved call, the auto dialer calls the next batch of entries from the campaign list.
When the agent picks up a call, the auto dialer dials the next batch of entries from the campaign list.
Click Break to drop the current call and receive the next available call from the campaign list.
If the customer answers the call, the agent is connected and the status bar turns green.
The customer's name and phone number are displayed. Click the down-arrow to the right of the customer's name to preview their profile from the CSV file.
Click the view case link to view the customer's CRM record if it is no longer displayed.
Once the agent has completed the call or transferred the call to another agent, click Done.
On the wrap-up: disposition & note screen, select a disposition code from the drop-down and enter any additional notes regarding the call. Click Save.
The agent is connected to the next call on the campaign list.
Requirements for campaign files
Campaign files contain a list of end-users (customers) that are called and their phone numbers. These files are uploaded to your campaigns and the information is displayed in the CCAI Platform agent adapter during campaign calls.
The campaign files must meet the following requirements:
Files must be in CSV file format.
Files must contain no more than 10,000 rows.
Each file must contain the following two columns:
Name_required: the name of the end-user
Phone_required: the phone number of the end-user
Additional columns are permitted. The values in additional columns are displayed in the adapter but are not validated.
All phone numbers must be in E.164 format—for example,
+12223334444.
If any of these requirements are not met, the validation process returns an error message during processing and the file is not uploaded.
Create a predictive campaign
To create a predictive campaign, follow these steps:
In the CCAI Platform portal, click Campaigns. If you don't see the Campaigns menu, click Menu. The Campaign Manager page appears.
Click Add Campaign. The Add Campaign dialog appears.
In the Campaign Name field, enter a unique campaign name.
In the Mode list, select Predictive.
Click Choose Files, and then select the CSV, XLS, or XLSX campaign file that you want to upload.
In the Assign Queue list, select the queue that you want to assign this campaign to.
In the Assign Time Zone Schema list, select the time zone schema that you want to assign to this campaign.
For Abandoned Call Message, do one of the following:
Select Text-to-speech, and then enter your abandoned call message in the text field.
Select Audio Recording, and then upload your abandoned call message audio file.
For more information, see About abandoned calls.
In the Ringing Timeout field, enter the number of seconds of ringing after which a call times out and is considered abandoned.
In the Max Calls Per Agent list, select the maximum number of calls that the dialer can make per available agent.
In the Target Agent Occupancy field, enter the target percentage of agent occupancy. The system adjusts the dialing rate to keep agent usage near this target.
Optional: To enforce a strict abandonment limit, select the Max Abandonment checkbox, and then enter a percentage in the field. The maximum abandonment rate is the maximum percentage of calls that the dialer can abandon during the campaign.
Click Create.
About abandoned calls
A call is abandoned in the following scenarios:
Aggressive overdialing: More end-users pick up than anticipated, causing the queue to run out of available agents.
The end-user waits too long: The end-user waits more than two seconds after saying "hello" before an agent is connected.