difference between progressive and predictive dialing

[essam_farrag]

Hi all,

what is the difference between progressive and predictive outbound dialing?

Thanks

Essam 

[Sasikumar Divvela]

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 – 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.

[mohammadghazaev1]

Progressive dialling is similar to predictive dialling, just the risk of abandoned calls is removed, thus it is more efficient than predictive dialing.

[Deepak Rawat]

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