Hello, we would like to find out if the system detects the agents' availability before making outbound calls? For instance, the max calls per agent is set to 2 right now, and we only have 5 agents available, if we have <=10 calls to make, probably every agent will get the call. However, if we have 30 outbound calls to make. How does the whole thing work? What is the batch call interval and is the interval we can change on our own? We are using Agentless dialing mode.
Hi @Wendy_Yang
Have you considered adjusting the dialing mode of the campaign? The preview dialing mode will present the agent with the customer's info, and the agent presses dial when ready.
Not yet, we are using an outbound flow to handle the calls so agent get the call only when customer is available. Are you saying that in Agentless dialing mode, system does not check agent availability?
@Wendy_Yang
The predictive, power, and progressive modes check for agent availability, but I haven't seen anything that suggests that the Agentless mode checks for agent availability. As far as configuring the interval between calls, I think you can do that using pre-call rules that checks the time since the last dial on that contact list column, and makes the decision to dial based on the length of that interval.
Also this Resource Center article is very informative about dialing modes in general and may help you here