Predictive
For a predictive campaign, Softdial CallGem™ attempts calls before they are assigned to an agent. Only once a call is answered is that call then connected to one of the currently free call center agents. Softdial CallGem™ will predict how many calls need to be made for the right number of answers to keep as many agents busy as possible, whilst keeping within the dialing rules. The prediction is based upon a number of factors, which Softdial CallGem™ measures in real-time, and calculates using the Dialing Algorithms. Please see Overdial Algorithm for further details.
See also the video Introduction to SDMP which gives an overview of predictive campaign workflow.
The message flow for a predictive call is shown in Fig. 1:
