Dial groups are configurable groups of (outbound) campaigns that can be differentiated by the type of dialer you are using. When you assign agents to one or more dial groups
, those agents will have the ability to dial on all campaigns associated with those dial groups.
Once you’ve created a dial group, you can choose the appropriate dialer to apply to that group (Preview, Predictive, etc.) and configure a few settings that will apply to all the campaigns that get put into that dial group.
While you can create multiple dial groups — each of which can use a different dialer — please note that agents can only ever be actively logged into one dial group (and thus only using one outbound dialer) at a time.
You’ll notice that when you configure your agent login screens, you can give agents the option to make multiple concurrent choices from a list of inbound queues, but when it comes to outbound dialing, they will only be able to choose one dial group to dial on at any given time.