Call a list and connect whoever answers to a free agent, at a pace that matches how many are actually free.
A dialler campaign exists to keep agents talking. Everything about it follows
from that: it paces against free agents, and it counts the times it failed to
find one.
Which team’s agents take these calls. Left on the whole organisation, every
human agent counts; pick a team and only its members do.
An empty group dials nothing. The pacer opens lines against free agents,
finds none, and stops — correctly, and in silence. The editor shows how many
agents the group has and how many are free right now, because this is the
single most likely reason a campaign appears to do nothing.
Use Manage agents to change who is in the team. Note what else that moves:
a team is also a budget and part of what a login can see, so moving somebody
between teams moves their call costs and their colleagues’ visibility too.
One line per free agent. Nobody is ever abandoned. Agents wait between calls.
Aggressive
Dials ahead on the answer rate it has measured, so an agent finishing a call
finds the next one already connected.
Aggressive pacing is governed by the abandon cap: the percentage of
answered calls that may reach no agent. As abandonment approaches the cap, the
dialler gives its aggression back in proportion — so a campaign settles just
under its limit by itself rather than oscillating between flooding and stopping.
The cap is a compliance setting, not a tuning knob. Abandonment is measured
against calls a person answered, which is what a regulator measures and
what a customer experiences — not against everything dialled, which would
flatter a campaign against a list that rarely answers.
A cold campaign dials one-to-one until it has enough calls to mean anything.
Three calls and one answer is not a 33% answer rate; it is no measurement at
all.
A dialler campaign can have an AI listen and write suggestions to the agent’s
screen. See live assist — it costs per minute of every
answered call and discloses the conversation to a provider.
