FAQs – Advanced Admin

  • Advanced Admin
  • How do I manage and assign users to multiple campaigns?

    The PCT dialer uses TEAMS to assign phoners to campaigns.  Each campaign has one team assigned to it.  This is found on the "Agent Options" tab of the Campaign settings.

    Users are assigned to teams by clicking on Config, then Teams, and then the "members()" link for the team you want to change.  You can then drag and drop users into or out of the team.

    You should manage users and teams when campaigns are STOPPED.  Making those changes while a campaign is running may work, but can cause phoners not to get the calls you expect them to get.

    NOTE - be careful not to assign the same user to more than one team that will be active at the same time.  This will be confusing to the user, who will get a mixture of calls from more than one campaign, and will make it difficult for the dialer to maintain appropriate pacing for the campaigns.

  • I have more than one list loaded in my campaign. How do I turn them on and off?

    Dialer campaigns can hold a single list of targets, or there can be multiple lists loaded into a campaign.  This can be helpful when you have several tiers of priority, and want to work one list first, while having the next list ready to go instantly.

    You can access the lists in the Performance tab.  Right-click on the campaign and then choose Campaign List.  Lists that are currently turned on will have a green icon; lists that are stopped will have a red icon.

    Click on a list to start or stop it.  Move the Priority slider to 100% (all the way to the right) to start a list; move it to 0% to stop the list.

    Make sure that Order by is set to ATTEMPTS.

    Click on Save & Close to save your changes.

    You can have more than one list active at the same time.  The dialer will pull leads from all active lists.  You can turn lists on and off without interrupting the phoners.

  • How do I adjust the dialer's performance (speed)?

    The predictive dialer adjusts its speed automatically, based on how many phoners are on the system and how many calls are being answered.  Sometimes, you will want to adjust the speed of the dialer up or down, especially as a list gets "older" (after a couple of passes).  When you start a phoning session, it is important to wait at least 20 minutes before you starting adjusting performance - you want to give the dialer time to assess the dialing conditions and settle into a rhythm.

    To assess the speed of the dialer, look at the upper area of the Performance tab.  D and %D tell you how many calls the dialer has had to drop.  These are calls that were connected to a person on the line, but there were no agents available to take the call, so the dialer had to hang up the call.  AW tells you how many seconds your phoners are waiting between calls.

    There are no absolute rules on what numbers you should aim for.  %D under 5% is important - you don't want to waste the opportunity to talk with people by hanging up on them.  Average wait times will depend on a number of factors.  Few phoners on the campaign will mean longer wait times.  Long conversations also mean longer wait times between calls (because the dialer can't predict when the call will end).  Lists that have already been dialed for days may mean longer wait times.

    For standard voter lists, using answering machine detection, a ratio of 4:1 is a good starting point.  If you are not using answering machine detection, 2:1 is a good starting point.

    To adjust the performance, right-click on the campaign name.  You will see a drop-down menu - choose the Performance option.

    adj_perf

    Adjust the speed by changing the Ratio.  A higher number (going from 3:1 to 4:1, for example) means that the dialer will use more lines - dial faster.  Do not change more than one step at a time.  After you have made an adjustment, wait at least 15 minutes before making any further adjustments.

    If you have questions about this, feel free to talk with a PCT support person.  We will be happy to work with you to make sure that your phoning is as productive as possible.