What is predictive dialing in SAP CRM-CIC - Interaction Center WinClient?

SAP Term: predictive dialing

• Component: CRM-CIC

• Component Name: Interaction Center WinClient

• Description: A type of automated dialing that dials more phone numbers than there are agents ready to receive the calls. Uses algorithms to predict how many agents are ready and the number of calls that will not be completed and, in turn, will not be routed to agents, such as busy signals, answering machines, or calls that are not answered. &EXAMPLE& There are 10 agents ready to receive calls. The system uses algorithms to determine that it will dial 20 calls.

Smart SAP Assistant

• Key Concepts: 
  Predictive dialing is a feature of the CRM-CIC Interaction Center WinClient that allows users to automatically dial outbound calls to customers. It uses an algorithm to predict when an agent will be available to take the call, and then dials the number for them. This helps to reduce the amount of time spent waiting for a customer to answer, and increases the efficiency of outbound call centers. 
  
  How to use it: 
  To use predictive dialing, users must first configure the settings in the CRM-CIC Interaction Center WinClient. This includes setting up a list of numbers to be dialed, as well as defining the criteria for when an agent should be available to take a call. Once these settings are configured, predictive dialing will automatically start dialing outbound calls. 
  
  Tips & Tricks: 
  When using predictive dialing, it is important to ensure that the settings are configured correctly. This includes setting up a list of numbers that are likely to be answered, as well as ensuring that the criteria for when an agent should be available is appropriate. Additionally, it is important to monitor the performance of predictive dialing over time, and adjust the settings if necessary. 
  
  Related Information: 
  For more information on predictive dialing and how to configure it in the CRM-CIC Interaction Center WinClient, please refer to SAP's documentation on the topic. Additionally, there are many online resources available that provide tips and tricks for optimizing predictive dialing performance.