Feature Announcement - Bucket Dialing Mode

Feature Announcement - Bucket Dialing Mode

Feature Announcement

Bucket Dialing Mode

We have added additional flexibility to the ChaseData solution to provide the option to allow certain agents to be assigned outbound calls (dial out) from multiple Campaigns at a time. This can be done by enabling the Bucket Mode option for a Skill Group.

If the Bucket Dialing option is not set, the agent will typically be assigned calls only from the Campaign selected at log in time (or any campaign switched to thereon), i.e., from one single Campaign.

Following are the conditions for and the effects of the Bucket Dialing option:

  1. Bucket Dialing is an option for a Skill Group and therefore affects any Agent with the corresponding Skill.
  2. For Bucket Dialing to take effect, each and all of these conditions must be met:
  1. Bucket Mode for the Skill must be set to ON.
  2. Active List of Campaigns for the Skill must not be empty.
  3. Campaigns in the Active List should have a value for Lines Per Agent greater than zero (0); at least one of them must.
  4. The Accept Calls from Other Campaigns option for the Skill must be selected.
  1. If all conditions are not met, Bucket Dialing does not affect dial out call assignment for Agents with the corresponding Skill.
  2. If all conditions are met, Agents with the corresponding Skill will get calls from Campaigns in the Active List.
  3. Bucket Dialing works along other dialing rules, such as Playlist Builder, Skill Priority, Dial Priority, and other rules applicable to multi-campaign dialing. 

It should be noted that the benefits of Bucket Dialing go beyond the feature by itself. As we stated above, Bucket Dialing works along other features that may be configured individually for each Campaign or group of Sub-Campaigns thus offering a wealth of possibilities.

To give perspective to this flexibility, think about a Bucket Dialing setup that includes multiple Campaigns, where each one has its own Playlists and/or Dial Priorities. Or, even more interesting, when Skill Priority is involved, in which case some of the Campaign’s Sub-Campaigns will be affected by the priority corresponding to the Skill alongside the Bucket Dialing rules.

Keep in mind that flexibility usually adds complexity to a setup process, which in turn requires additional planning. Therefore, it is important to think over and plan the strategy carefully, so the end result of any rule combination is clearly understood and matches the intended result.

Setting up Bucket Dialing is done through Skill Group configuration, as shown in the following pictures.

Since Bucket Dialing allows agents to be assigned outbound calls (dial out) from multiple Campaigns at a time, it is key for the administrator to carefully plan the Lines Per Agent settings for the campaigns activated under this mode. The system gives full discretion and flexibility to the administrator on setting these values, just as it does for every Campaign individually; the only limiting factor is the contracted Maximum Lines Per Agent (contact your representative to discuss that number), where will not be allowed to exceed for each and any Lines Per Agent setting.

A Campaign’s Number of Dialing Lines per Agent is typically configured under the assumption that an agent will only handle calls from that Campaign. When Bucket Dialing is enabled, the combined Lines Per Agent should be considered, instead; it supersedes the individual Campaign's setting for the associated Skill.

Just as it is with Campaigns in general, the system does not calculate at configuration time whether the combined settings of every Campaign, Bucket Dialing, and other relevant settings result in a running time number of lines exceeding the overall Maximum Dialing Lines, which is another contracted limit (contact your representative to discuss that number); it is the administrator’s responsibility to plan accordingly. The system will enforce at runtime the Maximum Dialing Lines.





First Availability: Admin version 1.41.86



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