Predictive Pacing Mode

Pacing Parameters

Go to the Pacing Parameters > Throttle Settings.
Set a value for the Minimum Lines per Agent. This is the lower limit set for the number of calls to dial per agent.
Set a value for the Maximum Lines per Agent. This is the upper limit set for the number of calls to dial per agent.
Set a value for the Maximum Concurrent Calls. The maximum number of concurrent calls allowed for this campaign. Allowed values are between 1 and 9999. The default value is 100.
Set a value for the Maximum Abandoned Rate. This setting limits the call abandoned rate to this value by reducing the number of calls to dial. Allowed values are between 1 and 15 percent. The default value is 2 percent.
Set a value for the Dial Request Iteration Interval. The duration in seconds between two iterations for the campaign to deliver contacts to the dialer. Allowed values are between 1 and 30. The default value is 15.
Set a value for the Initial Seed Value. The number of contacts per agent are delivered to the dialer for the first iteration after a campaign has started executing for the day. This value is applicable only till the first call is successfully patched between the agent and the customer.
Set a value for the Initial Seed Iterations. The number of iterations that the Initial Seed Value applies to. Allowed values are between 1 and 10. The default value is 1.
Set a value for the Loss Factor. The factor defines the decrease dialing rate in case of successful calls are received faster than expected.
Set a value for the Gain Factor. The factor defines the increase dialing rate in case of successful calls are not received as expected.
Go to the Callback Settings.
Set the value of Preview Duration for PCB. It is the wait time in seconds for an agent to accept preview calls. Use the slider or enter the value for this field. This is applicable to the Direct Preview pacing mode and to Personal Callback calls of other pacing modes. Allowed values are between 0 and 999 and the default value is 60.
Select the appropriate value for the Preview Action on Timeout. The default value is Accept. The other options are applicable only for the Preview pacing mode.
1. Accept: When the agent does not take any action on the preview contact presented within the preview duration, the application accepts the contact and dials out.
2. Reject: When the agent does not take any action on the preview contact presented within the preview duration, the application rejects the contact.
3. Reject and Close Contact: When the agent does not take any action on the preview contact presented within the preview duration, the application rejects the contact and closes it. Note that no further dialing attempts are made on this contact.
4. Reject and Reschedule Contact: When the agent does not take any action on the preview contact presented within the preview duration, the application rejects the contact. The application also reschedules the contact to a later date or time as configured.

General Settings

Go to the General Settings.
Select an ANI (CLI) from the dropdown list. This is the phone number displays as an Outbound Caller ID to the customer receiving a call.
Set a value for ACW Time in seconds. This is the duration a customer call can stay in the queue after which the call is abandoned. Allowed values are between 1 and 1800. The default is 900.
Set the value for Ringing Duration. It defines the duration of ring.

Note:

If an agent is not available to take a customer call, Twilio Flex considers the Workflow Timeout / Workflow Skipped (if configured) and cancels the task. The Campaign Manager database is updated as Call Failed. The customer continues to stay in the queue and disconnect manually.

Answering Machine Treatment

Go to the Answering Machine Treatment > Treatment.
Turn the Enable Answering Machine Detection to ON to detect an answering machine.
Select the AMD Detection type from Disconnect, Transfer to Agent, Transfer to IVR, or Play Message and Disconnect.
If you select the Disconnect, no settings configurations are required. If you select Transfer to Agent, the application transfers the call to an agent when it encounters an answering machine response.
If you select the Transfer to IVR, the application transfers the call to an IVR. Select a Contact Flow from the dropdown. All the contact flows configured on Amazon Connect and synchronized with Campaign Manager are displayed in this list.
If you select the Transfer to Agent, the application transfers the call to an agent.
If you select the Play a Message and Disconnect to play a message and then disconnect the call. Enter the following:
1. If you select the Prompt Type as Recorded.
2. Select a Prompt Name from the dropdown list. The prompts configured on the Amazon Connect instance are synchronized to Campaign Manager application.
  1. Select an appropriate option for the Message/Music. Select a File URL to specify the path from where the music or message audio file is available for the system to play. Upload a file containing the message or music.
  2. Use the Location to browse for the file.
3. If you select the Prompt Type as TTS, enter complete the following:
  1. Select an Engine from the dropdown list. The language list is loaded based on the engine you select. The Engine field is required only for a Dialer.
  2. Select a Language and a Voice Talent. The voice that plays out the text message.
  3. Enter the TTS Text. The message is played out to the caller on the IVR. For example, All our agents are busy handling customer calls. Please wait till we find you an agent.
Go to Settings and set the value for the following parameters:
1. Set a value for the Time Limit. This is the time limit in milliseconds for the application to detect CPA. For example, if the CPA does not detect the voice within this limit, it is considered as a human voice. Select values between 1000 and 5000 milliseconds.
2. Set a value for the Total Timeout. This is the time in milliseconds at which the application stops the CPA analysis. Select values between 1000 and 20000 milliseconds.
3. Set a value for the Log Top Frequency. This is the number of top frequencies to log. Use only for debugging purposes. Select the values between 1 and 3.
Click Save.

Abandoned Call Treatment

Go to Abandoned Call Treatment.
Select the Abandoned Percentage Formula from FCC and OFCOM.
If you select FCC, representing the Federal Communications Commission of the US, the abandoned percentage is calculated as Abandon Ratio = AbandonCalls / (AbandonCalls + Live Calls) * 100,

If you select OFCOM, Office of Communications (the UK regulator), the abandoned percentage is calculated using a formula:

x = (Calls detected as AnsweringMachine / (Calls detected as AnsweringMachine + LiveCalls);  y = AbandonCalls * x; z = (AbandonCalls - y).  The Abandoned Percentage is = z / (z + Live Calls) * 100

If you want the customer on the call to wait for an agent, activate the Wait for Agent switch.
1. Use the slider or enter a value for the Abandoned Call Wait Time. This is the time that a call waits in the queue for an agent to answer before it is abandoned. Allowed values are between 0 and 3600. The default value is 60.
2. Go to the Initial Message. This section is visible only when Wait for Agent is enabled.
  1. Turn the Enable Initial Message to ON to play an initial message to the customer on the call. If you select the Prompt Type as Recorded, enter the following:
    1. Enter the Prompt Name. This field is not applicable for Campaign Manager Dialer.
    2. Select an appropriate option for the Message/Music. Select a File URL to specify the path from where the music or message audio file is available for the system to play. Alternatively, upload a file containing the message or music.
    3. Use the Location to browse the file.
  2. If you select the Prompt Type as TTS, enter the following:
    1. Select an Engine from the dropdown. The language list is visible based on the engine you select. The Engine field is required only for an Campaign Manager Dialer.
    2. Select a Language and a Voice Talent. This is the voice that plays out the text message.
    3. Enter the TTS Text. The message is played out to the caller on the IVR. For example, All our agents are busy handling customer calls. Please wait till we find you an agent.
3. Go to Follow-up Message and enter the following:
  1. Turn the Enable Follow-up Message to ON to play a follow-up message to the customer on a call. If you select the Prompt Type as Recorded, enter the following:
    1. Select an appropriate option for the Message/Music. Select a File URL to specify the path from where the music or message audio file is available for the system to play. Alternatively, upload a file containing the message or music. This filed is applicable for Campaign Manager Dialer.
    2. Use the Location to browse the file. This filed is applicable for Campaign Manager Dialer.
  2. If you select the Prompt Type as TTS, enter the following:
    1. Select an Engine from the dropdown. The language list is visible based on the engine you select. This field is required only for an Acqueon Dialer.
    2. Select a Language and a Voice Talent. The voice that plays out the text message.
    3. Enter the TTS Text. The message is played out to the caller on the IVR. For example, All our agents are busy handling customer calls. Please wait till we find you an agent.
4. Go to On-Timeout. This field is required only for Campaign Manager Dialer.
  1. Turn the Enable On-Timeout Message to ON to play a timeout message to the customer on the call.
  2. Select the Abandoned Call Treatment from Disconnect, Play a Message and Disconnect, Transfer to IVR.
Select the Abandoned Call Treatment from Disconnect, Play a Message and Disconnect, Transfer to IVR. If you activate the Wait for Agent switch, Abandoned Call Treatment option does not appear.
1. If you select the Disconnect, enter the Contact Parameters and Time Zone sections.
2. If you select the Transfer to IVR, the application transfers the call to an IVR. Select a Contact Flow from the dropdown. All the contact flows configured on Amazon Connect are synchronized with Campaign Manager Campaigns. This option is not applicable for all the platforms.
3. If you select the Play a Message and Disconnect to play a message and then disconnect the call. If you select the Prompt Type as Recorded, enter the following:
  1. Enter the Prompt Name. This field is not applicable for Campaign Manager Dialer.
  2. Select an appropriate option for the Message/Music. Select a File URL to specify the path from where the music or message audio file is available for the system to play. Upload a file containing the message or music.
  3. Use the Location to browse for the file.
4. If you select the Prompt Type as TTS, enter the following:
  1. Select an Engine from the dropdown list. The language list is loaded based on the engine you select. The Engine field is required only for an Acqueon Dialer.
  2. Select a Language and a Voice Talent. The voice that plays out the text message.
  3. Enter the TTS Text. The message is played out to the caller on the IVR. For example, All our agents are busy handling customer calls. Please wait till we find you an agent.
Click Save.

Contact Parameters

Use a slide bar to set the Initial Number of Contacts.
This defines the number of contacts that are sent to the dialer initially.
Use the slide bar to set the Increment By percentage to increase the contact delivery to the dialer.
Use the slide bar to set the Decrement By percentage to decrease the contact delivery to the dialer.
Set the Upper Threshold limit as a multiple of the Initial Number of Contacts that are delivered to the dialer.
Set the Iteration Interval. This is the wait time between iterations in seconds.
Enable the Auto Balancing checkbox to automatically distribute the contacts from the uploaded file equally to all campaigns mapped to the group.
Enable the Throttling checkbox to control contact delivery to maintain the service-level agreement (SLA) like control queue time / reduce abandoned calls.
Go to Time Zone.
All the time zones selected in the application in Time Zones are displayed.
Select the checkboxes for the Time zone and the callable window time for each time zone (optional configuration) which overrides the global Time zone selection.
Go to the Agent Mapping section. All the Workers are listed as Agents in the dropdown list. Select the agents as required for this pacing mode.
Notes:
- Agent Mapping is not available for all the pacing mode.
- The campaign balancing feature as defined in this section works based on Campaign Priority and NOT contact distribution among configured campaigns. During every iteration, when the responses from specific campaigns are received, the algorithm does not validate the per campaign response rate to select the campaigns to distribute contacts for the next iteration. Irrespective of the responses from specific campaigns, the algorithm distributes contacts to configured campaigns based on the originally defined percentages.

Auto Balancing

Auto Balancing automatically distributes the contacts from the uploaded file equally to all campaigns mapped to this group. Application skips automatic distribution if the campaigns are in a Stopped or Time-suspended state.

Example: If there are three executing campaigns C1, C2, and C3 mapped to a group CG1. The auto balancing feature allocates the 33% of contacts to C1, 33% of contacts to C2, and 34% contacts to C3. In the first iteration, assuming that there are 100 contacts uploaded and awaiting allocation, C1 gets 33 contacts, C2 gets 33 contacts, and C3 gets 34 contacts. The percentages are automatically reallocated to the other campaigns mapped to the group. If Camp1 is in a time-suspended state, the automatic distribution is reset to 50 percent each for Camp2 and Camp3.