Dialler Strategies

Overview

The Dialler Strategies module lets you create, edit, and maintain strategies that outbound voice campaigns use to manage dialler behaviour with assigned lead lists.

1. Open the Workspace.

2. Select Dialler Strategies from the Resources menu.

Display Dialler Strategies 

This feature allows you to navigate the list of dialler strategies created in the contact centre.

From this list, you can add, edit, or delete dialler strategies.

Where to find this feature

1. Open the Workspace.

2. Select Dialler Strategies from the Resources menu.

A list of Dialler Strategies is displayed. For each file, the list displays the following details:

Field	Description
	Select/Deselect the strategy. The selection icon is only available for strategies that are not currently being used by a campaign.
Title	The strategy Name is displayed on the top line and the Description below it.
Updated By	The name (first name and last name) of the user who most recently edited the strategy.
Updated On	The date and time at which the strategy was most recently edited.
	A breadcrumbs icon appears if the mouse pointer is hovered over a file record. Click Edit to open the Edit Dialler Strategy dialog, or Delete to permanently remove the strategy. Only strategies not currently used by a campaign can be deleted.

Quick Search

If you know the Title, enter it into the Quick Search field in the header and press Enter to locate the strategy with that name.

What is a Dialler Strategy?

• A dialler strategy defines how the dialler dials and redials leads.

• Workspace users with the necessary access can set the strategy at the campaign level or for each list.

• You can set the maximum number of attempts to a lead based on the dialler's outcomes.

For example, if the dialer logs an attempt as an “Answering Machine,” you can apply a treatment to all records marked “Answering Machine” to call these leads within a set time, such as three hours.

This lets campaign management handle lists of varied ages. A contact center receives new lists weekly but prefers to keep older lists in the campaign.

After several weeks of dialing, a list usually has little value left. Leads not completed are essentially uncontactable, but any callbacks linked to the list should be dialed until contact is made.

How the Dialler Strategy works

When you load a fresh list of leads, all are marked as “New Record” for the dialer strategy. As the dialler calls through the list sequentially, the number of new records decreases until none remain. Leads then have a new disposition based on the dialer's response or the agent's wrap code.

Priorities

The dialer prioritises records based on the priority set in the dialer strategy. You can assign a priority to each dialer outcome, including new records.

If the dialler must choose between dialling the next new record or redialing an answering machine due for another attempt based on recycle time, the priority determines which it dials.

For example, if ‘answering machines’ and ‘no answers’ have higher priority than new records, and you have a large list with few agents, the dialer will struggle to process new records because it keeps prioritising other outcomes.

Suggested Strategies

If you have a large list and a small team, break the list into smaller chunks and run them concurrently. A large list with a large team will work fine as is.

Consider your peak and low contact periods during the calling shift when planning dialer strategies. Use different strategies for each period.

For example, during low-contact periods, prioritise new records. During high-contact periods, prioritise ‘answering machines’ and ‘no answers’. This approach maintains contact consistency across your shift. Attempting new records during low periods lets you save high contact periods for people unavailable earlier. You will need to manually switch strategies between low and high contact times.

Suggested Recycle Times

Based on your business rules (some customers limit max attempts per customer), here are suggested recycle times:

A Dialler Strategy can be used in many campaigns. It is applied as a Campaign Default or to Lists in the Campaign Configuration.

There are four configuration items in the Dialler Strategy that can influence the Dialler. All of these four items are associated with their relevant Dialler Outcomes.

• Recycle Time

• Complete After

• Priority

• Recycle on Start.

These dialler settings are inserted by default when you create a dialler strategy. They are used to ensure that the new strategy is immediately usable by the dialler; however, only you can decide which are the best settings for any particular lead list.

The campaign dialler setting, Complete After, dictates how many attempts to contact a lead are allowed before the lead is marked as completed. By default, this is set to 10 and overrides any Dialler Strategy settings.

Add or Edit a Dialler Strategy

This feature allows you to create a new or update an existing dialler strategy.

Where to find this feature

1. Open the Workspace.

2. Select Dialler Strategies from the Resources menu.

• To add a new strategy, click Add new dialler strategy button in the header.

• To update an existing strategy, locate and select that strategy in the display and click the Edit icon to the right of the selected strategy.

Settings

These settings apply to the dialler, whether in predictive or preview mode, in an outbound campaign.

For each call outcome, a non-zero recycle time must be defined. You will be unable to save a dialler strategy until all recycle times are set to a value greater than zero.

The Complete After and Priority controls cannot be set to zero. Roll the mouse pointer over the control and an 'x' appears next to the control; click on this to reset the value to Null which ensures contacts with that outcome are not redialled