Change the Maximum Dialing Ratio

Required security profile permissionsSkills Edit

By default, a Personal Connection (PC) predictive dialing skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge has a maximum ratio of three calls at a time per agent with a relatively slow increase in the amount of dialing when agents wait for a call. You can alter these settings if you feel your contact center needs something more or less aggressive.

If your account manager restricted the dialing ratio to 1:1 at the business unit level, you cannot increase the ratio at the skill level. Contact your account manager if you cannot increase the maximum dialing ratio at the skill level and want to enable that ability.

  1. In the ACD module, click Contact SettingsSkills.

  2. Locate the PC skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge you want to modify. Click to open it.

  3. Click the Parameters tab. Scroll down and locate the General Settings parameters. Click Edit or Configure.

  4. Under General Pacing Settings, change the Maximum Ratio and Aggressiveness according to your needs.

    Setting your Aggressiveness to anything besides Conservative can cause your system to reach the maximum allowed abandon rate too quickly. When that occurs, safety protocols invoke a 1:1 dialing ratio.

  5. Under Pacing Safety Controls, change the Percentage of Agents Before Overdial and Block Multiple Calls according to your needs. If you want to configure the skill for progressive, or 1:1 dialing, select the Block Multiple Calls checkbox.

  6. Click Done.