The Personal Predictive Queue (PPQ) feature allows you to manage how agents call their assigned leads using a personalized queue. A virtual PPQ user group is automatically created to handle calls to assigned leads based on a defined calling ratio.

This article covers:

• How to activate the PPQ feature
• Available configuration settings
• How to monitor agents working in the PPQ mode from the Realtime page
• How to update the calling ratio directly from the Realtime page.

General Logic

The PPQ is a virtual group shown on the Realtime page, consisting of agents who meet the following conditions:

1. The agent is configured to operate in PPQ mode.
2. The agent has available PPQ leads (leads personally assigned to them).

Agents in the PPQ group receive calls only from their assigned PPQ leads. Once an agent exhausts their assigned leads, they are automatically returned to their original skill-based group. Until that point, they are excluded from the available user count of their skill group and counted instead as members of the PPQ group.

While PPQ is active for an agent, all of their assigned leads are routed through the PPQ group.

Configuring PPQ

If you'd like to activate the PPQ feature, please contact the support team.

After activating the PPQ feature, you must enable and configure it both in the general settings and individually for each agent in their user settings.

1. General Settings

All agents will get the default PPQ configuration from General Settings. The following controls are available in the Personal Predictive Queue section:

• Enable PPQ: Toggle this setting to activate the PPQ feature in your system.
• Default Ratio: Define the default dialing ratio for all PPQ agents. You can override this setting for individual agents in their user settings.
• Sorting Algorithm: Select how PPQ leads are prioritized for calling:
  • Call Back Time Ascending - Leads are called based on the oldest scheduled call back time, regardless of lead weight.
  • Weight Descending, Then Call Back Time Ascending - Leads with higher weight are prioritized. For leads with the same weight, those with the oldest call back time are called first.

2. User Settings

To assign specific agents to work in PPQ mode, enable PPQ in their user settings and configure their individual calling ratio and sorting method as needed.

Monitoring PPQ in the Realtime

If agents are enabled for PPQ and have assigned leads, they can begin receiving calls. On the Realtime page, agents working in PPQ mode are marked with a dedicated indicator and the PPQ Call skill.

In the Auto-Dialer Activity by Group section, a virtual PPQ group appears, representing all agents currently calling their personally assigned leads. The group panel displays key statistics, including the number of active PPQ agents, the total number of assigned leads, the global calling ratio, and other relevant metrics.

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NOTE

If agents finish calling all assigned PPQ leads, they are automatically moved from the PPQ group to their regular group. When they get assigned leads and start calling them, they appear in the PPQ group again.

Updating Ratio

To modify the ratio for the entire PPQ group or for specific agents:

1. Click the three-dots menu in the top-right corner of the PPQ Group box and select Manage PPQ settings.

2. To update the ratio:

   • For individual agents, edit the value in the Ratio column.

     

   • For all agents using the default ratio set in Settings, click the number next to Global Ratio at the bottom of the window.

     

   • To apply the new ratio to all agents, including those with a custom ratio, select the checkbox in the bottom-left corner before saving.

     

3. Click Save Changes.

PPQ Agent Performance Report

For instructions on generating performance reports for agents working in PPQ mode, please refer to thePersonal Dialer Performance article.