Dialler modes
There are 4 available Dialler modes:
| Dialler mode | Comment |
|---|---|
| Preview (call agent first) | Agent is called first (a contact is offered), and when agent answers the call, the contact is called. |
| Progressive (call contact first) | Contact is called first, and when contact answers the agent is called and connected (auto-answer). No overdial. 1 contact called for each ready agent. |
| Power (call contact first) | Contact is called first, and when contact answers an agent is called and connected (auto-answer). The customer admin configures the overdial. |
| Predictive (call contact first) | Contact is called first, and when contact answers an agent is called and connected (auto-answer). The Dialler predicts how much overdial to do. |
Please note that for Power and Predictive mode, the overdial temporarily stops if the Silent call rate so far today now is greater than the defined Target Silent call rate.
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