To maximize efficiency in AI outbound tasks, you can apply a series of strategies to:
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Reduce call loss rate
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Improve agent utilization
1. Standardize Agent Call Behavior
Standardized call behavior helps agents work more efficiently. In the NXLink system, you can manage agent call behavior as follows:
1.1 Adjust initial login status
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Agents ready to work immediately: Default status = Available
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Agents needing preparation after login: Default status = Busy
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1.2 Enable auto-answer
Recommended to reduce call loss caused by agent personal behavior.
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If status = Available → system auto-answers calls
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If status = Busy → system does not auto-answer
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1.3 Set ACW (After-Call Work) duration
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Adjust ACW time based on business needs and average handling time to reduce unnecessary idle time.
1.4 Predefine ACW Wrap-up Tags
- Agents can select quick tags for faster call wrap-up.
2. Adjust Task Parameters Reasonably
When configuring AI outbound tasks, apply the following strategies:
| Agent Group Size | Estimated Answer Rate | Recommended Task Type | Suggested Call Ratio |
|---|---|---|---|
| < 5 | < 1% | Progressive Dialing | ~9.9 |
| < 5 | < 10% | Progressive Dialing | 9.5 ~ 9.9 |
| < 5 | < 30% | Progressive Dialing | 3 ~ 9.5 |
| < 5 | < 40% | Progressive Dialing | 2.0 ~ 3 |
| > 5 | < 1% | Predictive Dialing | ↓ Call Loss / ~2.0 ↑ Utilization |
| > 5 | < 10% | Predictive Dialing | ↓ Call Loss / ~1.0 ↑ Utilization |
| > 5 | < 30% | Predictive Dialing | ↓ Call Loss / ~1.0 ↑ Utilization |
| > 5 | < 40% | Predictive Dialing | Min 0.4 ↓ / 0.5 ↑ Utilization |
3. Optimize Customer Call Experience
3.1 Set AI ring duration
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Choose a reasonable ring time with multi-round dialing strategies to increase answer rate.
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Avoid long waiting times to reduce customer frustration.
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3.2 Optimize queue prompt messages
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Use friendly prompt messages during queue wait time to increase user patience.
4. Optimize Strategies Based on Reports
4.1 AI Task Details
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View real-time (within 10 minutes) task metrics.
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Add contact lists or adjust call speed dynamically.
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4.2 AI Task Reports
Review reports to:
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Monitor agent group call loss rates and adjust task parameters.
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Track average wait time and answer time to evaluate user experience and service quality.
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Analyze average call duration and handling time to assess efficiency, and adjust ACW if needed.
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Monitor time-slot-based performance for specific groups and fine-tune parameters accordingly.