Setting the Voice Setting Screen
Updated
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. Elaborate more. The use case is not clear and the module name is not mentioned.
This will only serve as a fallback setting for a workspace, not a partner.
Enablement Note: This feature is turned on by default but is controlled through user permissions. There are two types of permissions:
View: The user can view the settings page and check the current values.
Edit: The user can view and make changes to the settings.
By default, each setting has a pre-defined value, but these defaults can be changed by the supervisor based on the needs of the campaign.
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 or a more experienced colleague for assistance in correcting these numbers, ensuring the campaign runs smoothly.
Max Pacing Ratio: This will prevent the supervisor from keeping a high pacing ratio beyond the limit set in setting screen.
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.
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.
Together, these settings make your campaign run smoothly, improving connections and keeping agents busy without overwhelming them.