Dialler ops
Watch and tune one call campaign's dialling: pacing, connect and abandon rates, the work queue, retries, machine detection and the caller ID pool.
Where to find it
Calls › Dialler ops
Open this screen
Steps
- Open Calls › Dialler ops.
- Choose the campaign in the selector at the top right.
- Read the tiles: Pacing ratio, Connect rate, Abandon rate (against its ceiling) and Ready to dial.
- Managers: set the Dialling mode, the Retry policy and Machine detection and blending, and use Top up list or Recycle no-answers when the list runs low.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Campaign selector | Which campaign the page shows. | The first campaign |
| Pacing ratio | Lines dialled per free agent in the current mode. | — |
| Connect rate | Connected calls out of dialled ones in the recent window. | — |
| Abandon rate | Calls answered with nobody to connect, against the campaign's ceiling (red when over it). | — |
| Ready to dial | Records ready now, and the hours of work left at the current pace. A warning appears when the list is about to run out. | — |
| Machine detection and blending | Answering-machine detection, the message to leave on a machine, and moving agents to inbound (managers). | — |
| Dialling mode | Preview, Progressive, Power or Predictive (managers). | — |
| Queue | Records per state and calls in the last hour. | — |
| Campaign priority | Every campaign's priority, mode, ready records, calls today and daily target. Blended agents take the highest priority first. | — |
| Caller ID pool | The numbers outbound calls show, rotated least-recently-used with the area code preferred, with each number's answer rate over 30 days and its state. | — |
Troubleshooting
"Select a campaign." and no tiles
There is no campaign yet, or none is chosen. Create one under Campaigns › Call campaigns, then pick it here.
"No numbers in the pool — outbound calls use the configured default caller ID."
Nobody has added caller ID numbers to the pool. Calls still go out with the default caller ID.
The mode buttons and the Retry policy button are greyed out or missing.
Only admins and managers change dialling settings. Everyone else can read the page.
Tips
- The page refreshes the campaign's figures every 10 seconds.
- A number with a low answer rate is shown in red in the Caller ID pool; a flagged number is marked flagged.
Good to know
- Numbers are added to or removed from the Caller ID pool by the platform operator, not on this page.