When using a call robot, there are three different algorithms which can determine when to make new calls. You can select the preferred method in the Edit call robot dialog.
- Click the Mode drop-down list and select the preferred option.
About the call robot modes
- Predictive: Predictive dialer is smartest of the algorithms. It tries to predict when agents will be free and make calls to customers before agent is available.
- Powerdialer: The simpler dialer, it makes calls periodically depending on how many agents are available in the moment. It uses a simple formula to calculate wait time between making calls:
20sec / ([free agents] * [intensity])
- Experimental: This has most variation in algorithm behaviour which aims to always deliver the best results but as changes have not been thoroughly tested in all scenarios, there can be drawbacks as well. (Not recommended)
On some environments, there is a fourth robot mode, Limited mode. This is not one you can select, but is a mode the robot will switch to when the it encounters many failed call attempts in a short amount of time (see below).
Which is best?
- In general, the powerdialer configuration is most recommended when the number of agents linked to the robot is equal to or less than 7.
- On the other hand, when the number of agents is higher than 7, it is more advisable to work with a predictive configuration.
Configuring the robot
When using a powerdialer type configuration, two parameters need to be configured: call intensity and simultaneous calls.
- A high intensity will reduce the waiting period but it can be detrimental as there is a risk of having a high number of drop calls.
- It is wise to select an appropriate number of simultaneous calls and call intensity to avoid overloading the robot, which will not only result in drop calls but can also lead to the outbound numbers used to call being blocked for aggressive call behaviour.
- Predictive mode assumes a maximum drop rate when making calls and can be a powerful tool for improving contact efficiency
- However, it can also be detrimental for similar reasons. It can quickly and ineffectively burn through the contact list, reducing the number of targeted leads.
Limited mode is an optional mode for robots that needs to be switched on for your environment to use it.
When the robot encounters many failed call attempts in a short amount of time, it will adopt a more careful calling mechanism. In this "limited" mode, the robot will only call one number at a time until it stops getting frequent failed calls, and only then will it return to normal.
This is to make sure that call attempts are not exhausted if an operator is having technical difficulties or if the list was somehow corrupted when doing the import.
When limited mode is in effect, it will show in your Admin account's Overview page, in the Call robots subpage.