A place to ask questions, connect with others, and stay in the know
"With Progressive dialing, the system automatically dials one contact for each available agent. For example, if six agents are available, the system places six calls. In this mode, the system performs call analysis before it matches each call to an agent.
While the risk of call abandonment is lower with Progressive dialing, it is not eliminated entirely. For example, if the system factors a blended agent into the pool of available agents, and that agent takes an inbound call before connecting to the outbound contact, that call becomes abandoned."Clarification on "...the call becomes abandoned." The system does not automatically disconnect calls that reach a live person...they can remain on hold waiting for an agent for a while (I'm not sure of the limit, but I have calls in my testbed that went over 17 minutes). After a bit of time (30 seconds or so) the call is marked as abandoned for the purposes of the dialing algorithm and stats, but that doesn't actually mean the person has disconnected.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.