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 quotation mark without a closing quotation mark, 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 quotation mark.

     • 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 quotation marks 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 Quotation Marks Across Multiple Lines:
         If a record starts with an opening quotation mark but lacks a closing quotation mark, 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.

6. Predictive Dialer Abandoment Definition:

   This setting allows users to define how the system calculates the abandonment percentage in predictive dialing. The abandonment rate can be measured in two ways:

   1. Calls Picked - The abandonment percentage is calculated based on the number of abandoned calls relative to the total calls picked up by customers.

   2. Calls Dialed - The abandonment percentage is calculated based on the number of abandoned calls relative to the total calls dialed by the system.

      Setting Details:

      • Default Value: Calls Picked

      • Options: Calls Picked / Calls Dialed

        Behavior Based on Selection:

        • Calls Picked (Default): The system considers only answered calls when calculating the abandonment percentage. This approach helps focus on customer interactions where an actual connection was established.

        • Calls Dialed: The system includes all dialed calls, regardless of whether they were answered, in the abandonment percentage calculation. This provides a broader view of overall call outcomes.

   This setting helps businesses align the abandonment rate calculation with their compliance and reporting needs.

7. Campaign Attempt Limit Validator:

   This setting allows users to control how campaign and callback attempts are managed within a parent campaign. It ensures that agents do not exceed the daily attempt limit while balancing between campaign calls and callbacks.

   Setting Details:

   • Default Value: Flexible Limit

   • Options: Flexible Limit / Soft Limit / Hard Limit

     Dynamic Property to Enable:

     VOICE_CAMPAIGN_ATTEMPTS_VALIDATOR_ENABLED

   Behavior Based on Selection:

   1. Flexible Limit (Default):

   • Treats campaign attempts and callback attempts individually, meaning they operate without dependency on each other.

   • The total number of attempts is the sum of the campaign and callback attempts.

   2. Soft Limit:

   • Restricts total calls based on the main campaign’s attempt limit.

   • Both campaign calls and callback attempts count toward the limit.

   • After reaching the limit, only one manually scheduled callback is allowed via workflows or After Call Work (ACW) or some other manually triggered workflow.

   3. Hard Limit:

   • Functions the same as the Soft Limit, but with an additional restriction: No manually scheduled callbacks are allowed after reaching the attempt limit.

     Example Scenario:

     Daily Attempt Limit: 10
     Callback Attempt Limit: 5

     • Flexible Limit:

       Total of 15 calls can be dialed → 10 from the parent campaign + 5 callback calls (including retries).

     • Soft Limit:

       Total of 10 calls can be dialed (combination of campaign calls and callbacks).
       Example: 7 campaign calls + 3 callbacks.
       After 10 calls, only one manually scheduled callback is allowed via workflows or ACW.

     • Hard Limit:

       Total of 10 calls can be dialed (combination of campaign calls and callbacks).

       No additional calls allowed after reaching the limit, even manually scheduled callbacks.

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