As discussed in Outbound dialing for agents overview
, predictive dialing is when an auto dialer does the dialing for you. It automatically dials leads based on the settings configured in a predictive dial group.
In addition to dialing faster and eliminating dialing mistakes due to human error, the predictive dialer lets the system balance the amount of calls an agent gets. It follows an intelligent predictive algorithm that learns and adjusts itself according to the patterns it detects.
These predictions can then help the system decide a course of action, such as how many numbers it can simultaneously dial based on how many agents are available at any given time.
As calls and agents fluctuate throughout calling hours, the predictive dialer will also adjust its algorithm continuously to match these changes.