All About Attempts

Outbound Dialer - Agent Attempts & Customer Attempts:

Outbound Dialer is our Agent First product; meaning it will attempt the agent first before attempting to the customer. All other products are customer first where customer is attempted first. As a user, you would always want to limit the number of times a customer is attempted, as well as the duration between them. Getting calls every 1 hour 5 times in a day is not good customer experience. In Customer First products, it's no issue. Set the attempts and the duration between them and flow will be rescheduled if the customer is not connected N times M duration apart. But in Agent First, unless the agents gets connected, customer will not be attempted! This puts the user in a peculiar position, where you would want to still limit the number of times to attempt the customer, but keep some liberty in attempting agents. You can now configure the Agent Attempts and Customer Attempts Configurations separately in Outbound Dialer Flow:

This will allow you set the reschedule strategy for Customer and Agents. Let's say you have set following configuration:

• Agent Attempts: 3, Duration: 10

• Customer Attempts: 2, Duration: 60

In the first attempt, the agent will be attempted first. If,

• The Agent did not pick up the call: Flow will be rescheduled with 'AGENT_RESCHEDULED' status for 10 mins later. One attempt will be deducted from Agent Attempts (3 - 1 = 2 agent attempts left)

• The Agent did pick up the call, but the customer did not pick up the call: Flow will be rescheduled with 'CUSTOMER_RESCHEDULED' status for 60 mins later. One attempt will be deducted from Customer Attempts (2 - 1 = 1 customer attempts left)

• The Agent and Customer both picked up the call: The Flow will be marked 'COMPLETED'

In the next attempt, the agent will be attempted again. If,

• The Agent did not pick up the call: Flow will be rescheduled with 'AGENT_RESCHEDULED' status for 10 mins later. One attempt will be deducted from Agent Attempts (2 - 1 = 1 agent attempts left)

• The Agent did pick up the call, but the customer did not pick up the call: Since all attempts on the customer is exhausted, the record will be marked 'CUSTOMER_FAILED'. No more attempts.

• The Agent and Customer both picked up the call: The Flow will be marked 'COMPLETED'

In the next attempt, the agent will be attempted again. If,

• The Agent did not pick up the call: Since the agent has been attempted 3 times, the Flow will be marked 'AGENT_FAILED'.

• Rest two cases remain same as above.

In the Download Reports section, you can find the agent attempt number and customer attempt number column.

Advanced Usage - Control Rescheduling Your Way

Consider the following scenario:

You have a Outbound Dialer campaign to call your customers for confirming a purchase order with an OTP. If the customer do not provide the OTP on the call, you want to reschedule the call. In such cases, where you want to define advanced logic of when to reschedule and when not to, use the rescheduling variables to set the rescheduling logic.

You can find the Flow Variables to force set the rescheduling in Business Hours page of the Dialer flow (Check above).

In your Agent Connect or Make Call widget, you have an option to 'Continue' in case the Agent or Customer is not connected. If you set it to 'Continue', the flow will not be rescheduled and instead will continue on Line 1.

Agent Not Connected => Go to Line 1

This means, unless Rescheduling Flow Variable is set to true, flow will be market as COMPLETE.

You can set the Rescheduling Flow Variable $flow.syskey.reschedule_X_call; X = agent/customer) to true, to reschedule as either Agent or Customer attempt..