ā03-31-2016 09:15 AM - edited ā03-14-2019 03:55 PM
Hi all,
what is the difference between progressive and predictive outbound dialing?
Thanks
Essam
ā03-31-2016 09:45 AM
Here is the basic difference.
Progressive
Dialer always starts the same number of calls each time an agent becomes available
1 Port is used to reserve the agent
N Ports are used to dial customers
Predictive:
Dialer periodically adjusts the number of calls started each time an agent becomes avail to keep the abandon limit
1 Port is used to reserve the agent.
1 ā N ports used to dial customers
you can more information from
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_11_0_1/User/Guide/UCCE_BK_O2927E6B_00_outbound-option-for-ucce-11-0.pdf
the predictive and progressive dialing explains more about it.
ā03-31-2016 09:53 AM
Progressive dialling is similar to predictive dialling, just the risk of abandoned calls is removed, thus it is more efficient than predictive dialing.
ā03-31-2016 11:18 AM
Explained very well in the below documents:
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/design/guide/UCCX_BK_U3AF2742_00_unified-ccx-design-guide-11/UCCX_BK_U3AF2742_00_unified-ccx-design-guide-11_chapter_0101.html#UCCX_RF_U0E11EF9_00
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/config/guide/UCCX_BK_U2F148AE_00_unified-ccx-administration-guide/UCCX_BK_U2F148AE_00_unified-ccx-administration-guide_chapter_01100.html
In simple words, Progressive mode is the one wherein an Administrator had to do much of job in adjusting the Lines Per Ports (in case of IVR Progressive Dialer) and Lines Per Agents (in case of Agent Progressive Dialer) opposed to Predictive mode wherein the Dialer will automatically take care of this reducing the workload for the administrator.
Regards
Deepak
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide