For each queue, you can choose among the following Outbound Dialer Methods:
Progressive Dialing: the outbound dialer will generate one call as soon as there is an available agent in the queue. This method avoids the risk of abandoned calls.
Booked Progressive Dialing: the outbound dialer will book an agent (the first available in the queue) before to start the call.
Power Dialing: this method is similar to progressive dialing but calls are generated according to a defined power level, i.e. the number of contacts to call for each available agent.
For this method you need to choose the Power Level: the range can be set between 1 and 10, with decimals as intermediate levels.Predictive Dialing: the dialer uses the predictive interval to gather statistics about the calls and predicts the number of contacts to call that optimizes the predictive Optimization Factor, Drop rate or Agent Busy Factor:
Drop rate: is the number of dropped calls per total number of generated calls. Low predictive optimization percentage will minimize the number of dropped calls.
Agent busy factor: is concerned with agents idle time. High predictive optimization percentage will maximize agents working time.
For this dialing method you need to set also the Predictive Optimization Percentage and the Predictive Interval: the range is between 1-95
Preview Dialing: is a very simple method. The dialer selects a customer record from a call list and proposes this call to an agent (the "preview" phase), who can accept it and let the dialer start the call or refuse it. In this case, the Agent will stay on the line during the progress of the call, until the customer answers or any other event (line busy, call unanswered, and so on).