Currently, customer records are selected randomly based on the campaign strategy and the availability of callable records. There is no mechanism in place to identify the optimal time to contact a specific customer. Additionally, there are no automated contact preferences associated with customer records, preventing agents or the system from orchestrating calls based on specific contact preference attributes.

One solution is to analyze historical outbound calling data to generate attributes via Lead rules that indicate the most favorable time to reach out to a lead.

Use Cases

Admin/Campaign Manager/Supervisor

• Leverages historical data and analytics to determine the preferred day to contact a lead.

• Identifies the preferred time to contact leads, categorized into specific time buckets.

• Ensures that the calculated preferred time and day are available as filters in the Segment Manager and as sortable attributes in the Campaign Manager.

Relationship Agents

• Enables relationship agents to filter and view a list of customers in Contacts page based on preferred time and day.

Telesales Agents

• Provides telesales agents with access to preferred day and time information for callback scheduling within Care Console.

Create a Lead Rule in Rule Engine

1. Create a Lead rule. Specify the desired conditions for lead selection based on your criteria.

2. Under Actions To Lead Actions, select the Lead Best Time To Call action and the following additional actions:

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   Consider Attempt Since Last N Days: Select the number of days you want to analyze for the lead's contact history.

   Add Time Ranges: Define time ranges for analysis, for example, [00:00-09:00, 09:00-12:00, 12:00-15:00, 15:00-18:00, 18:00-24:00].

   Select Best Day Attribute: Choose the lead attribute that will capture the best day for contact.

   Select Best Time Attribute: Specify the lead attribute that will capture the best time for contact.

   Select Timezone: Choose the timezone for data capture, for example, [(GMT+05:30) India Standard Time]. This ensures that the analysis considers the lead's activity within the specified timezone.

3. Click Save in the bottom right corner.

   By configuring these actions, the lead rule will systematically assess historical data, determine the best time to call, and capture relevant attributes such as the best day and time in the specified timezone for each lead.

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