CommPeak Dialer Guide | Optimize Agent Communication & Operations

CommPeak Dialer is designed to improve agent communication in a structured and efficient way. This section introduces essential resources available for both agents and managers to support their use of the Dialer. Familiarizing yourself with these resources will help ensure smoother operations within your team.

Check the pages below that outline specific topics relevant to agents and their managers, from onboarding to dialing strategies:

Getting Your Agents Started - Manager's Guide

Learn how to set up agent users, manage their login process, reset passwords, and introduce them to their workflow and workspace.

Getting Started - Agent's Guide

Learn the essentials of using the CommPeak Dialer, covering login setup, workspace navigation, and instructions for managing calls and contacts, along with helpful resources for further training.

Dialer Calling Options

Discover the calling options agents have in CommPeak Dialer to communicate with leads.

Predictive Dialing

Understand how to work in the Predictive Dialing mode that automates the calling process using predefined rules. The article will guide you through clocking in, making calls, submitting feedback, and clocking out.

Scheduled Calls

Manage your personal scheduled meetings with leads, view and edit upcoming calls, and perform actions such as making manual calls, adding comments, and reviewing lead history from the scheduled calls list.

Personal Predictive Queue

Activate and configure the Personal Predictive Queue (PPQ) feature, manage agents' calling ratios, and monitor PPQ agents from the Realtime page.

Call Rating

Learn about the call rating feature that enables you to easily give feedback about the call quality and report call issues.