Dialer seeding is simply the process of providing the dialer with your own suggested dial rate data so it can make the calculations it needs, even when it doesn’t have two hours worth of dialing data to base its dialing predictions on.
This way, you can tell the dialer: Make 100 calls using a success rate percentage of, say, 50%. Once those 100 calls have been made, go back to the configured dialing algorithm to determine dialing ratios.
To do so, you can provide the dialer with a number of calls to dial via the Min Call History setting. Following the previous example, this number would be 100 (although please note that we typically suggest at least 500 calls here). Next, you can create your own ideal success rate for them, which in this case would be 50%.
Once that number of calls (100) has been dialed (at a two-calls-per-agent ratio), the dialer will switch back to its predictive algorithm and continue dialing from there.
Note: The examples provided above are somewhat oversimplified for the sake of instruction. Our dialer uses more complicated logic than described above to make its calculations. Please also note that in-depth information on these algorithms is proprietary. If you have questions, please contact your CSM.
During the seeding process, you have the option to tell the dialer to slow its dialing rate if it encounters a certain percentage of abandoned calls. You can use the Seed Abandon Rate setting to indicate this percentage.
The Target Abandon Rate setting functions similarly. It tells the dialer to slow its dialing rate once it meets the percentage of your choice. The difference is that this setting is referenced when the dialer has enough call history to make valid predictions, whereas the Seed Abandon Rate setting is referenced while the system is still in the seeding process.
The Target Abandon Rate is calculated using the Answer Abandon Rate, which deals with the percentage of answered calls that were abandoned, not the percentage of total dialed calls that were abandoned.