This article explains how contacts are orgnaised within the dialer and details the actions agents can perform during a call. You'll also learn about key sections of the dialer interface and the valuable information they provide.
User level:
Agent
To execute calls efficiently within a campaign dialer, follow these steps to navigate the CloudTalk phone application interface:
Executing dialer calls
Open your CloudTalk phone app (Desktop, Webphone, or CTI) and click Dialer.
If campaigns are configured for you, a list will display. Select the campaign you wish to start dialing through.
Once your selected campaign opens, the phone interface presents CloudTalk Dialer to you.
To start dialing, click
Start session. Depending on the type of dialer your are using in the campaign, different logic of dialing will be applied.
The dialing logic applied to your calls will vary depending on the type of dialer selected for your campaign. To fully understand how calls are managed, learn more about dialing calls through Sequential Dialing or Parallel Dialing.
The Dialer interface is logically separated into three distinct sections to optimize your workflow. In the following sections, we will explain the content and usage of each.
Contacts queue
The Contacts Queue displays the contacts currently assigned to your agent for campaign dialing, offering a clear and organized view of upcoming calls.
How Campaign Queues Work
When an agent joins a campaign session, CloudTalk automatically assigns a personal queue to them:
Initially, 15 contacts are locked to the agent upfront. Contacts are pulled in a specific order to optimize outreach:
Rescheduled Contacts - contacts that have been previously attempted and are now ready for a scheduled callback.
Repeated Contacts - contacts that were marked for retry with no specific reschedule time set.
Fresh Contacts - contacts that have never been dialed before within this campaign.
As soon as the agent dials the first 8 contacts, the system automatically begins replenishing their queue.
If an agent ends their session or is paused for more than 2 hours, any uncalled contacts from their personal queue are returned to the shared pool, making them available for other agents.
Client info
The Client Info panel provides agents with vital contact details and interaction history, enabling a personalized and informed approach to every call.
Contact Information Preview
Agents can quickly access key contact information at a glance:
Only filled fields are displayed for clarity, ensuring you see only relevant data.
All contact details are accessible prior to initiating a call, allowing for preparation.
The preview includes interaction history, empowering agents to personalize their approach before even dialing.
Call History and Past Interactions
Within the Client Info panel, you can also view a comprehensive history of previous calls and interactions with each contact:
Understand past discussions and outcomes to quickly get up to speed.
Review topics discussed with the customer, facilitating more personalized and effective conversations.
Call Summary actions
On the right side of the interface, dialer provides features for agent to record all necessary data related to each call.
Active Call Features
During an active call, agents can:
Mute or unmute the call.
Place the call on hold or resume it.
Open the keypad for inputs.
Transfer the call (cold transfer only).
End the call.
Dispositions, Notes, and Tags
After completing a call, agents are prompted to:
Select a Call Disposition to categorize the call - this step is required to proceed to the next call.
Apply relevant Tags to simplify tracking and reporting.
Add optional Notes for detailed insights.
Choosing right dispositions
Call dispositions are crucial for accurately categorizing call outcomes. Make sure to select the right disposition to reach your desired outcome. In the following sections, we'll detail how dispositions like Reschedule, Successfull and Failed call outcomes impact your campaign flow and contact management.
Reschedule
When the Reschedule disposition is selected, agents are prompted to choose a specific date and time for the call to be rescheduled.
Agents also have the option to select "Assign to me." If the agent is available at the new time, the contact will be placed directly into their personal queue for up to 2 hours. However, if the agent is not available for the call within that window, the contact will be returned to the general pool of contacts, making it available to any other ready agent.
Successful
Calls finished with a disposition of either "Successful, Negative Outcome" or "Successful, Positive Outcome" typically indicate that a conversation occurred between the agent and the contact. These dispositions signify a clear result from the interaction, and no further attempts or actions are needed for that contact.
Failed
Calls concluded with a "Failed, Call Later" or "Failed, No Retry" disposition typically mean a successful connection with the client wasn't established (e.g., they didn't pick up).
For a "Failed, Call Later" disposition, the contact goes back into the general pool and is prioritized in the queue as a repeated contact for a future attempt.
For a "Failed, No Retry" disposition, the contact is marked as complete for that campaign, and no further attempts will be made.
Viewing session results
At the end of a campaign or your work session, agents can review their performance by clicking the Exit button in the top-right corner.
Session statistics include:
Total contacts called
Successful connections
Rescheduled calls
Breaks or campaign pauses
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!