🚧

If you're using the legacy Dialer Agent Interface, refer to the Predictive Dialing article.

Video Tutorial: Predictive Dialing

The workflow in the Predictive Mode consists of four main steps:

1. Clocking in
2. Making calls
3. Submitting feedback
4. Clocking out.

Getting Started

To start receiving calls:

1. On the home page, go to Workspace > Predictive Dialer. The page confirms that predictive mode is currently off.

2. Click the profile icon at the top-right corner and select Clock In.

   

3. Accept an incoming call to your softphone or IP phone from the system, and you will be connected to an automated call.

❗️

IMPORTANT

To continue receiving calls, you must stay connected to the call in your softphone or IP phone. You can minimize the softphone window as you have all needed controls in the call panel.

4. When you accept a call in the Dialer, the system will try to connect you with a lead. Once the lead has answered, you will hear three short beeps.
5. The Agent Workspace opens, giving you access to all available call controls and actions.

Agent Workspace

The new Agent Workspace is the central hub where agents manage their activities, both during active calls and when submitting feedback. It provides all the necessary tools and controls for handling calls, accessing lead information, tracking lead status, and making real-time updates.

At the top of the workspace, the header section displays key information about the agent and the lead, providing a quick overview.

Below the header, the workspace is organized into three horizontal sections:

• Call panel (left), where the active call is managed. Agents can put calls on hold or hang up, adjust audio settings, transfer or forward calls, and initiate conference calls.
• Lead details and History (middle) display lead information from the system, interaction history, and status changes. Agents can edit lead details, filter call history, search for specific data, and switch between detailed or summarized views.
• Comments (right) provide agents with a space to view, add, and manage comments regarding the lead or call, ensuring proper follow-up.

The lower section displays lead information pulled from the integrated CRM, giving agents context such as contact details and past interactions.

Header

Below, we provide explanations of the header options and controls, from left to right.

The left section displays the agent’s current status, such as Idle, On Call, or In Feedback, along with the call duration in minutes.

Next, you can see the lead identifiers: CLID is the campaign lead ID, and LID is the lead ID.

This section displays the following:

• The current status of the lead
• Their normalized (E .164-formatted) phone number
• Lead ID.

Next, you can do the following:

• Click the calendar icon to view the schedule of your personal meetings with the lead
• See the number of your meetings scheduled for today out of the total allowed per day
• View the total number of your personal meetings with leads compared to the maximum allowed.

In the area of the header on the right, you can:

• Hover over the wifi sign to view the quality of your Internet connection

  

• Click the notification icon to access recent notifications

  

• Click the clock icon to clock out.

  

Call Panel

The left section of the Agent Workspace displays the active call with the lead.

From here, you can:

• View the lead’s name, country, and phone number
• View the lead's tag below the name
• Mute the call
• Adjust the input and output audio volume by clicking the volume icon on the right
• End the call using the red hang-up icon; if you occasionally hang up, you can redial in the feedback window

  📘

  NOTE

  The Hangup button becomes active after a certain time during the call. The exact time depends on your customization.

• Put the call on hold or return to it using the Hold/Unhold button
• Rate the call by selecting the three-dot menu
• Start a conference or 3-way call using the corresponding icon at the bottom
• Transfer the call to another agent
• If voicemail is detected at the connected phone number, click the Voicemail button to end the call and apply the voicemail status without opening the feedback page

  📘

  NOTE

  The Voicemail button becomes inactive after a certain time during the call. The exact time depends on your customization.

• If the hashtags were created for specific campaigns to conversation segments, applying this feature becomes available for the call. Check the Applying Hashtags in Agent Calls section to learn more.

Lead Details and History

During the call, the middle section of the Agent Workspace displays the lead's details and interaction history.

From here, you can:

• Resize the history panel to adjust your view or see more lead information
• Edit the lead’s details
• Switch to the full details view using the toggle in the top right corner; in full view, you can alternate between grid and table layouts
• Search for specific information within the lead’s details
• Filter the lead’s history by status changes, calls, or data updates.

📘

NOTE

Learn more from the Lead Details article.

Agent Comments

Working with the CRM

The extended information about the lead pulled from the CRM is located in the lower section of the Agent Workspace.

During the call, you can:

• Scroll down to view additional lead details
• Open the CRM page with the lead’s information in a pop-up window (choosing from three available window sizes) or in a new browser tab
• Refresh the CRM view to load the most up-to-date information.

Breaks or End of Day

If you need to take a break or finish your shift, you must clock out of the system.

To clock out:

1. Click the clock icon in the top-right corner and select a reason from the drop-down list.

2. A notification will appear in the Agent Workspace header confirming that predictive mode has been turned off.

❗️

IMPORTANT

If you click Clock Out while you are in a call or providing feedback, you will be clocked out no sooner than you end the call and submit feedback.
It is not recommended to clock out when waiting for a new call, as you can accidentally drop a call that has just started.