Proactive Voice Overview

Personal Connection (PC) voice is an outbound dialer that can dial multiple simultaneous calls per agent and connect an agent to a call before the contact answers. This eliminates the awkward pause between the contact's initial greeting and the agent's, which often results in the contact's hanging up before the agent can speak and leaves the contact with a negative experience.

PC detects both audio channelsA medium, such as voice, email, and chat, through which a contact connects with an intended recipient. to confirm that the agent and contact have engaged in a conversation before completely releasing the call to the agent. When it does not detect a conversation, it begins answering machine detection. The image below illustrates who participates in the call and when. The system dials the call and immediately routes it to an agent based on the customer configuration and agent availability. It begins call progress analysis (CPA). It then connects the agent so the agent can hear the ringing of the most progressed call. Once the contact answers, the agent can immediately engage in a conversation. The dialer still performs CPA or answering machine detection (AMD) during the initial greeting. Once the dialer detects a conversation and releases the call to the agent, the call becomes active. If the system does not detect a conversation, the system attempts to detect an answering machine or fax machine. Depending on the skillClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts. configuration, the dialer could either let the agent leave a message or take the call away from the agent and lay down a recorded message.

Dialing Modes

PC supports multiple dialing modes, which you configure through parameters on a per-skillClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts. basis. The supported dialing modes are: 

Note that if you set the dialing ratio of a predictive dialing skill too high, you run the risk of increasing your abandoned calls. Federal regulations limit the number of abandoned calls to no more than 3% of answered calls.

Timed Call Requests

You can schedule timed call requests (callbacksHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue.) or agent-specific call requests for contacts in a number of ways. You can upload the callbacks manually through Central, import them from your CRMSystem that manages such things as contacts, sales information, support detail, and case history. with Proactive XS, or you can configure dispositionsResult that the agent or system assigns to the contact when the interaction ends. and assign them to the skillClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts. so that agents can use dispositions to schedule callbacks at the end of a call. For performance reasons, the system limits the number of callbacks you can schedule via Central upload or Proactive XS import per 15-minute period based on the number of agents logged in to the skill. If no agents are currently logged in to the skill, the limit is 50 timed call requests. Every agent who logs in to the skill increases the limit per 15-minute period by 100 requests. Agents can still schedule callbacks for a maxed-out time period.

When you enable agent-scheduled callbacks, the agent can specify a date and time for the callback based on the contact's time zone or his own. He can also specify whether the callback is for him specifically or whether any agent can handle it. The agent-specific callback feature provides a preview experience for the agent, meaning that the agent receives a notification that a callback time has arrived. The agent must choose whether to accept or reject the callback.

If an agent schedules an agent-specific callback and that agent ID becomes inactive before the callback, the system either removes the agent-specific tag and gives the call to another agent, or it finalizes the record.

Once an agent schedules a callback for a record, the record remains a callback until an agent can reach the customer or the record reaches the maximum attempt limit, which, by default, is 10. The phone number used for callbacks is either the destination that generated the callback or a number the agent enters manually. If the agent manually enters a phone number for a callback, the system does not check the do not call list. If the agent entered the phone number, the contact gave the agent the number and wants to be called.

By default the skill gives callbacks prioritySkill-based designation of the importance of contacts that determines delivery order. in the queue, so PC delivers the callback as soon as possible. If the agent is on a call and using a skill configured for priority blendingAllows you to combine outbound calls with your inbound queue, based on call priority., a placeholder for the callback enters the queue if agent-specific call priority is the highest. If an agent schedules a callback for a day or time the skill is not running, the dialer calls the contact back the next time the skill is running and the contact's time zone permits.

If you are using Proactive XS, you can generate agent-specific call requests using the priority designation. When you do so, you must map an agent field from your data. With Proactive XS, there is not a higher priority for an agent-specific call. You should use the priority record tag for XS records to ensure that agent-specific callbacks are prioritized correctly.

Blending

PC allows blendingAllows you to combine outbound calls with your inbound queue, based on call priority. between inbound and outbound calls so that your agents can switch from handling outbound calls to handling inbound calls when your call queue spikes. You can do this using priority-based blending, a Studio-based agent pull configuration.

Priority-based Blending

Priority-based blending is where an agent logs into the system and, once available, receives calls from all configured skillsClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts., whether inbound or outbound, based on the relative skill prioritySkill-based designation of the importance of contacts that determines delivery order.. You can configure this on a PC skill in Central without the use of a Studio script. Agents are eligible to accept calls from all active skills assigned to them. The dialer delivers the calls based on the assigned priority. All types of outbound calls are eligible for blending. For skills configured in a predictive dialing mode, agents can receive more than one call, just as they would with a non-blended predictive dialing skill.

When you configure a PC skill for blending, the agent can no longer log in to the skill. the agent application directs the agent to place calls when the skill priority dictates. The agent sets the agent status to Available, and the system determines when to engage the PC skill. Blending supports the ability to rank callbacksHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. and priority outbound calls higher than normal outbound records for the skill. It is not only the skill-level priority that the dialer considers, but also the priority type of the outbound record.

When you activate a PC skill with priority-based blending, PC adds placeholders to the outbound queue with the appropriate initial priority. When a placeholder is the next record to call, PC matches to an agent with the appropriate skill. If more than one agent has the same skill permission, it assigns the call to the agent with the highest proficiency. If you blend multiple skills and have all skills at the same priority, the system inserts placeholders on a first-come-first-serve basis. The results might appear that the dialer randomly chooses the skill from which to dial.

Agents receive a visual cue when they move between inbound and outbound calls. The two modes have differences in color and the agent can see queue levels for inbound skills associated with his agent ID when he is on outbound calls. The agent is prompted to log in to an outbound skill if the agent has non-blended skills. Otherwise, the agent is assigned outbound calls when they are the next highest priority work. If an agent logs into a non-blended skill, the agent cannot participate in priority-based blending.

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