Progressive dialing enhances the functionality of Connect by automating agent tasks.
If you do not have progressive dialing enabled for your account:
Agents must routinely make a call, select a disposition code (if enforced) for the call, end the call, and then manually progress to their next call.
If progressive dialing is enabled and configured for your account:
When an agent ends a Connect call, Connect automatically sets the disposition code for the call based on the outcome of the call.
- The disposition code determines what Connect does next. Disposition codes indicate which of the following tasks Connect will perform:
- Continue to next record.
- Continue to next call.
- Stay on current record.
If the agent's last call does not have an applicable disposition code Connect stays on the current record.
When the agent manually, or Connect automatically, progresses to the next call, the next customer detail record appears. If the Dial List mode is Automatic, Connect additionally initiates the call to the customer. For information about dialing modes, see Dialing modes.
How does Connect determine whether the agent's last call was connected?
Connect uses disposition code mappings to determine whether the agent's last call was connected. Disposition code mappings include the name of the disposition code and a Connected flag. The Connected flag indicates whether the disposition code relates to a connected call.
Connect progresses to the agent's next call if the agent's last call was connected.
Connect does not progress to the agent's next call if the agent's last call was not connected, unless the agent has dialed every number in the related customer detail record.
For information about configuring progressive dialing, see Configuring progressive dialing.