Large-scale outbound voice campaign management can be challenging as different business configurations are required. These campaigns are significantly impacted by parameters such as call handling, pacing ratios, and abandonment rates.

There is now a Voice Settings Screen on Sprinklr. All the essential features have been put in one location, and you can adjust them to suit the needs of your business.

This will only serve as a fallback setting for a workspace, not a partner.

Real-time Use Case

You’re running a telemarketing campaign with 15 agents and a new supervisor takes over. The supervisor isn’t familiar with the Sprinklr environment or the campaign settings like pacing ratio, ring time, or call setup time. He/she leave these fields blank while setting up the dialer, unsure of what values to enter. Alternatively, the supervisor might fill out incorrect values, such as setting a high pacing ratio which might trigger a lot of calls at once and there is a possibility that the infrastructure does not support this, and many calls get failed. In this case, the Settings Screen defaults functionality will help to avoid campaign issues or consult the help tooltips for guidance on optimal values. If still unsure, they can reach out to the support team for assistance in correcting these numbers, ensuring the campaign runs smoothly.

1. Max Pacing Ratio: This prevents the supervisor from keeping a high pacing ratio beyond the limit set in setting screen.

2. Ring Time: The ring time is set to 40 seconds giving customers enough time to answer without wasting time. If supervisor leaves this field empty in dialler the default would be picked from setting screen.

3. Call Setup Time: Reduced to 10 seconds, ensuring the phone rings quickly after dialling, preventing long time taken from setup. If supervisor leaves this field empty in dialler the default would be picked from setting screen.

4. Hangup on silent calls: When Answering machine detection is enabled a partner, calls answered customers are categorised on the basis that these are either answered by either a human or a machine. In some cases, the system may fail to classify the answer type, marking the call as "Unknown." This can lead to silent calls being routed to agents, affecting their availability.To improve handling, unknown calls are now categorised into two types:

   1. Unknown Silent: The system cannot determine if it's a human or machine, but the call is completely silent.

   2. Unknown Noise: The system cannot determine if it's a human or machine, but some noise is detected.

      Based on this following is the Routing Behaviour for different categories:

      • Human: Always routed to an agent.

      • Machine: Never routed to an agent.

      • Unknown Noise: Always routed to an agent since there’s a possibility of a human.

      • Unknown Silent:

        Admins can configure whether these calls should be routed based on the value they set in these setting

        • Yes: The call gets routed to agents.

        • No: The call gets routed to agents.

5. Handling of Faulty Records in Lead Ingestion via File: This enables users to configure how the system manages improperly formatted records within lead ingestion files. When enabled, the system processes valid records while addressing faulty ones, allowing the ingestion to proceed without failing due to formatting errors.

   Setting Details:

   • Default Value: No

   • Options: Yes / No

     Settings when Enabled (Yes)

     • The system identifies improperly formatted records but does not skip them entirely. Instead, it attempts to ingest the data into available attributes, which may result in misalignment or data clutter.

     • For instance, if a record contains an opening quote without a closing quote, the system treats everything up to the next line break as part of the same attribute, potentially causing unintended data merging.

     • Despite these issues, the system continues processing the rest of the file, ensuring that valid records are ingested even if some records have formatting issues.

     Settings when Disabled (No)

     • The system processes records in sequence and halts the ingestion process if it encounters an improperly formatted record, such as one with an unclosed quote.

     • This causes the ingestion to fail at the problematic record, preventing any further records from being processed.

       Scenarios:

       • CSV File with Multiple Formatting Errors:
         If multiple records contain improperly closed quotes or special characters, each affected record will result in data being merged into a single attribute starting from the point of the issue. While the rest of the file continues to be ingested, the malformed records will have misaligned or merged data.

       • Unclosed Quotes Across Multiple Lines:
         If a record starts with an opening quote but lacks a closing quote, the system merges all data up until the next line break into the same attribute. This issue only affects the specific lead with the formatting error, while the remainder of the file is processed normally.

Together, these settings make your campaign run smoothly, improving connections and keeping agents busy without overwhelming them.