Hi,

Is there a documentation which can tells us the dialing modes available for CX1, CX2, CX 3..

Thank You

Praveen

hi

I hope this feature matrix helps

Cheers

Hi Muhammad,

Thank You for the response. I have seen the matrix, but what I am looking for is attached. Please refer to the outbound dialing section.

Thank You

Praveen

Attachment(s)

Genesys Cloud Tier Comparison (Named) (1).pdf   36 KB 1 version

The outbound dialing section is referring to the automated outbound dialer.

There are a number of different Dialing Modes available.

• Preview - The Agent sees the contact's details prior to dialing.
• Progressive - Once an agent is available, they are "reserved" and the system places the call.
• Power - The system used historic information to determine how many calls need to be placed in order to reach a live contact. So multiple calls are placed on behalf of the agent when they become available.
• Predictive - Like Power, however it now also tries to predict when the agent will become available and how long it will take for someone to answer, so it places calls in advance of the agent becoming available
• Agentless - Dialing without the primary objective of connecting to an agent. Used with an Outbound flow for automated messaging
• To use anything beyond Preview and Progressive, you need CX2 or CX3.

HTH