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Interaction Dialer/Optimizer

  • 1.  Interaction Dialer/Optimizer

    Posted 13 days ago

    We have some questions around Interaction Dialer. Thank you in advance!

    1. Occupancy: how is occupancy calculated and used with the Dialer?
    Is there a way to set an Occupancy target for campaigns or business areas within the Dialer?

    2. Is there a way to make regular inbound queue calls take higher priority over Dialer outbound calls?

    3. Is there a way for Optimizer to integrate with Dialer? Do they talk to each other? Just trying to figure out the best way to schedule employees for campaigns considering a target occupancy rate. 


    Mandy Zhang
    Workplace Safety & Insurance Board