When the call robot makes a call, there are 3 different algorithms which determines when to make new calls as shown on Edit call robot:
- Predictive: Predictive dialer is smarter algorithm that tries to predict when agents will be free and make calls to customers before agent is available
- Powerdialer: Simple dialer that makes calls periodically depending on how many agent is available at the moment. Simple formula to calculate wait time between calls is:
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)
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.
When using a powerdialer type configuration, two parameters need to be configured: call intensity and simultaneous calls.
Kindly note a highly 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.
Likewise, predictive mode assumes a maximum drop rate when making calls and can be a powerful tool for improving contact efficiency, but it can also be detrimental for similar reasons, as it can quickly and ineffectively kill the contact list and therefore reduce the number of targeted leads.