This section helps you save time and resources by automating your call center operations. All processes such as creating new campaigns, setting strategies, filtering, and performance analysis are explained step by step. To quickly find the information you need, you can use the search bar above or the AI-powered help panel at the bottom right.
Now, let's explore the auto dialer module together.
General Description and Purpose
What is Auto Dialing?
Auto dialing (Auto Dialer) is a mechanism in call center systems that allows the system to automatically dial numbers based on preloaded data, following specific rules and filters. This setup ensures that calls are directed to the relevant agent without human intervention.
The system considers the availability of agents and makes calls in line with the determined campaign strategy, transferring the call to an agent once a connection is made. This method reduces idle waiting time for agents, enables communication with more customers overall, and increases operational efficiency.
Role of Supervisors
Supervisors are responsible for defining, monitoring, and making necessary interventions in auto dialing campaigns. To ensure the system works correctly and performance targets are met, they perform the following tasks:
Create and configure new campaigns (e.g., call type, scheduling, number of calls per agent)
Determine filter and sorting criteria
Monitor live statistics of campaigns
Analyze call performance and make strategic changes
Manage advanced settings like time conditions, maximum cycles, escape rate
Manually stop, restart, or export campaigns when necessary
Supervisors also evaluate feedback from agents to ensure the system remains up-to-date and operates smoothly. A well-configured auto dialing process improves customer experience while also enhancing call center performance.
Campaign Viewing and Filtering
In the auto dialing module, listing, searching, and filtering of campaigns can be done at the top section of the user interface. Supervisors can view, access details, or create new campaigns for the projects they are authorized for from this area.
Project and Campaign Selection
The project selection area at the top of the screen shows the user only the projects they are authorized for. It is possible to view multiple projects at the same time from this area. With the "Select All" option, all projects within the authority can be listed together.
Campaigns are listed filtered based on the selected project. Thus, the user can only operate on campaigns they have access to.
"Show Only Active" Filter
The "Show Only Active" filter in the listing area allows only active (currently running) campaigns to be listed. When this filter is activated, stopped or inactive campaigns due to time conditions are not displayed. This way, the user can quickly monitor and manage only the ongoing campaigns.
Campaign Search and Listing
A search area is available within the campaign list for quick access. From here, you can directly reach the desired campaign by typing the campaign name, project name, or other identifying information.
The system instantly filters campaigns that match the entered keywords. This feature saves time, especially in systems with a large number of campaigns.
Viewing Active/Inactive Campaigns
The status of campaigns can be tracked through icons on the list. The icon or color shown next to each campaign indicates whether the campaign is active, stopped, in automatic cycle, or operating based on time conditions.
For example:
Red icon: The campaign is currently stopped.
Lightning icon: The campaign is of the "Predictive Dialer" type.
Star icon: The campaign is operating as a "Power Dialer."
Time icon: The campaign is scheduled to start based on time conditions.
Repeat icon: Automatic cycle is active.
These symbols allow the user to quickly understand the status of campaigns without delving into details and take necessary actions.
Creating a New Campaign
Creating a new campaign through the auto dialing module involves setting specific configurations and defining the rules under which the campaign will operate. Each choice made during this process determines how the campaign will behave in the system. Supervisors should carefully configure these steps and determine the most suitable strategy according to operational needs.
To create a new campaign, click the "+" (Add) button at the top right corner of the screen. The campaign is defined by entering the following information in the form that opens.
Call Strategy Tab
In this first tab, the basic behavior and conditions of the campaign are defined.
Time Condition: Determines the time range during which the campaign will operate.
Automatic Cycle: Determines whether the system will restart the campaign when the cycle ends.
Call Type:
Scheduled: Defines a specific waiting time between each call (currently inactive).
Unscheduled: Default, all calls are made according to a single type duration.
Exit Method:
Line Group: Direct call through the line group.
PreCall: Pre-call processing with external API control.
For more detailed information, you can check the Call Strategy Settings page.
Filters Tab
In this section, it is determined which customer group or data the campaign will work on.
Segment-based filtering
Dynamic criteria such as record status, previous calls, region
For more detailed information, you can check the Filter Settings page.
Sorting Criteria Tab
Here, the priority order among the data is defined.
Columns to be sorted (Customer No, Last Call, etc.)
Ascending/descending selection for each criterion (ASC/DESC)
Ability to set priority order
For more detailed information, you can check the Sorting Criteria page.
Settings Tab
This is the tab where technical behaviors are configured in detail.
Predictive or Power Dialer selection
Maximum calls, calls per agent
Abandon rate, answer time limit, retry time
Limits like maximum cycle count
For more detailed information, you can check the Settings page.
Call Strategy Settings
The call strategy is one of the most critical settings that determines how the automatic call campaign will operate and the logic behind the calls. The choices made in this area directly affect the load on agents, call quality, system performance, and reach rates.
Rate Type: Unrated and Rated Selection
Campaign calls can be configured in two ways:
a) Unrated (Default)
This is the strategy used by default by the system.
The same behavior rules apply to all calls.
No special restrictions based on minutes or attempts are made.
b) Rated
Special rules can be defined for each call stage.
Currently, this feature is inactive in the system. It may be activated in future updates.
Maximum Abandon Rate (%)
The abandon rate refers to the rate at which called individuals end the call before connecting. The system monitors this rate and automatically reduces the call output speed when approaching the set value.
For example, if the maximum abandon rate is set to 25%;
If a situation arises where the system approaches this rate, the number of call outputs is gradually reduced.
If the abandon rate decreases, the call output starts to increase again.
Note: This rate is directly linked to the abandon rate control in the predictive dialing algorithm.
Maximum Call Count
Determines the maximum number of calls the system can make simultaneously. This number limits the total number of calls the system can make, regardless of the number of agents.
For example, if defined as 200, no more than 200 calls will be initiated at the same time under any circumstances.
Calls Per Agent
Specifies how many calls the system will make for each available agent.
For example, if there are 5 available agents in the system and this value is set to 2; 5 x 2 = 10 calls are made simultaneously.
This number can be increased until the maximum call limit is reached.
Unanswered Timeout (sec)
Determines how many seconds a call will be considered unanswered if there is no response from the dialed number.
This duration is usually set to 25 seconds.
It is determined considering the voicemail and announcement durations of operators.
For landline users who do not answer for a long time, this duration can be operationally extended.
Next Call Time (min)
Specifies how many minutes the system will wait before redialing a number that was not reached.
For example: If set to 20 minutes, the next call to the same number will be made at least 20 minutes later.
Note: The correct functioning of this setting is of special importance as it has been misconfigured by some companies in the past. Effective operation of this duration in the system reduces both customer complaints and system load.
Exit Method
Determines which source (line) the system will use to initiate the call. There are two main options:
a) Line Group
The system randomly selects from the lines in a predefined line group to make the call.
The currently used structure is generally set to "random". However, load balancing strategies like round robin can be integrated in the future.
Businesses with multiple devices can group their devices under the same line group with this structure.
b) PreCall
Allows integration with external systems (e.g., API) before the call.
A control mechanism can be added regarding which number to call.
The line to be used is defined within the PreCall policy, not from within the campaign.
Warning: Line Group and PreCall are not used together. When one is preferred, the other is disabled. Line selection within PreCall is flexibly configured according to the external process flow.
Maximum Cycle
Limits how many times a number will be called by the system.
For example, if 1 cycle is defined, the number is called only once.
If the cycle increases, the system automatically tries to reach numbers that were not reached.
If the automatic cycle feature is active, the system can restart the campaign when this cycle is completed.
Daily and Total Contact Limits
These fields allow setting call limits both on a phone basis and a contact basis:
a) Daily Maximum Contact – Phone
Limits how many times a call can be made to the same phone number in one day.
b) Daily Maximum Contact – Contact
Determines how many times in total an attempt will be made to reach a person, including different numbers belonging to the same person, in one day.
c) Total Maximum Contact – Phone
Limits how many times a phone number can be called in total from the moment it is uploaded to the system.
d) Total Maximum Contact – Contact
Specifies the total number of calls to be made for the same person (contact) from the moment it is uploaded to the system.
Warning: If a person has multiple phone numbers, these settings should be evaluated together. For example, if a person with 3 numbers is given a total contact limit of 12, the system can plan 4 calls for each number.
Other Options
Mobile Only Call: Allows calls to only mobile phone numbers. Typically used when landlines are excluded.
Machine Detection: The algorithm recognizes answering machines and automated response systems and terminates the call. This prevents agents from being unnecessarily occupied.
Filter Settings
Filter settings determine the criteria for selecting customer data to be called in a campaign. By filtering here, the campaign targets only those who meet specific conditions. This prevents unnecessary calls, increases agent efficiency, and ensures focused communication.
Filters are defined through the “Filters” tab when creating or editing a campaign.
Filter Logic and Connection
Each filter row is defined based on a specific data field and the comparison of the value in that field (e.g., “Total Balance < 15,000”).
All filters are connected with “AND” logic. This means a record must meet all filter conditions simultaneously to be called.
If multiple values are defined for the same field, the system automatically operates with “IN” logic. (For example, if Queue = A, Queue = B is written, the system treats them as A OR B, not A AND B.)
Adding Filters
Multiple conditions can be defined using the “Add Filter” button.
Each filter has three main fields:
Field Name: The data title to be filtered (e.g., Customer No, Balance, Campaign Status, etc.)
Condition Type: Types of comparison such as Equals, Greater Than, Less Than, In List, Not In List
Value: The number, text, or definition to which the filter will be applied
Supported Filtering Conditions
The following comparison operators are supported in the system:
Equals ( = )
Not Equals ( ≠ )
Less Than ( < )
Greater Than ( > )
Less Than or Equal To ( ≤ )
Greater Than or Equal To ( ≥ )
In List (those found in the customer list uploaded via Excel)
Not In List (excluded customer lists)
Empty / Not Empty (for records with or without data)
Defining Customer List with Excel
Excel lists prepared outside the system can be uploaded to fields like customer number.
These lists can be used with the “In List” or “Not In List” condition.
Customer numbers from Excel are adapted to the filter and included in the callable customer list in the system.
Warning: When matching Excel lists with customer data in the system, this process permanently affects the database. Therefore, the system requires explicit user consent before proceeding. When the “Save” button is pressed, a warning message about the permanence of the change should be displayed to the user.
Filter Applicability by Data Type
Some fields are textual (string), so comparative filtering (e.g., “greater-less”) cannot be performed. For example, even if the customer number field appears numerical, if it is defined as textual in the system, operations like “greater than” cannot be applied.
Conversely, comparisons can be made on custom fields or numerical data types from the user (e.g., “Total Balance”).
Viewing Filter Effects
The number of people the campaign will reach based on the defined filters is dynamically updated in the “statistics” section of the system.
The user can see the remaining data count after each filter is applied.
This allows the effects of the filters to be monitored live and the filters to be reviewed.
Data Security and Responsibility
Critical data narrowing through filter fields (e.g., matching with an external list) should be logged and user approval should be obtained.
Sample warning text:
"This operation may create permanent changes in your data pool. Are you sure?"
Sorting Criteria
Sorting criteria determine the priority order in which filtered customer data will be called. This structure directly affects call performance. The system's call priority is determined by the settings here.
Sorting is configured through the "Sorting Criteria" tab on the campaign page.
Basic Structure
The left column lists all available fields in the campaign data (e.g., Assignment Date, Total Contact, Last Call, Balance, etc.).
Fields moved to the right column are defined as sorting criteria.
These criteria operate in order of priority from top to bottom.
For each sorting criterion, ascending (small to large) or descending (large to small) sorting can be chosen.
Note: This structure applies the top criterion first, and in case of a tie, the next one is applied.
Sorting Direction
Each sorting criterion has two direction options:
Descending (Large to Small): Descending order. For example, those with a higher balance are called first.
Ascending (Small to Large): Ascending order. For example, those with lower total contact are prioritized.
Example Application
A sorting structure like the following can be applied in the system:
Assignment Date – Descending (Newly assigned records are called first)
Total Contact – Ascending (Less contacted records are prioritized)
Queue – Descending (Certain queues can be prioritized)
Status – Ascending (Records with suitable data status are prioritized)
Important: Incorrectly defined sorting logic can reduce the campaign's effectiveness. For example, if "Total Contact – Descending" is selected, the system will continuously call the most contacted records first, repeatedly reaching the same customers.
Using Multiple Criteria
Multiple sorting criteria can be defined.
Criteria operate in order of priority.
If records have the same value, the next criterion is applied.
For system performance, indexing is done for frequently used fields.
Technical Compliance and Performance Notes
Each sorting criterion directly corresponds to data columns in the system.
For performance purposes, additional data indexes are maintained in these columns.
Changing the criteria creates a recycle (re-sorting) effect in the system. This resets and restructures the current search plan.
Examples of Errors Encountered in Real Use
When set to Total Contacts – Largest to Smallest, the system continues to call the same people repeatedly.
This can lead to complaints and resource wastage on the customer side.
To prevent such errors, it is recommended to add guide text or explanatory help content to the system.
Settings
Dial Type (Dialer Selection)
Two different auto-dialing engines are offered:
Type | Description |
Predictive Dialer | Algorithmic auto-dialing. Calls are made based on the system's prediction algorithm before connecting to an agent. If an agent is available, the call is connected immediately. |
Power Dialer | Basic auto-dialing. The system dials the next number when an agent is available. It's a more controlled but slower method. |
Note: Predictive Dialer offers higher efficiency but may increase the chance of dropped calls if there are few agents.
Project Selection
The project name associated with the campaign is selected here.
It must match the project data in the system and be under the correct tenant.
Time Condition
Select the schedule here to ensure the campaign runs only during specific time intervals.
Defined time conditions are created by the system administrator (e.g., "Weekdays 09:00-18:00").
Display Name
The name that will appear in the campaign interface and reports is entered here.
This field is used for internal system reference only. It is not shown to the customer.
Live Contact Settings
Status | Option | Description |
If Live Agent Available | Queue Transfer / IVR | The call is transferred to an available agent in a specific queue. |
If No Agent Available | Queue Transfer / IVR | Select which backup IVR will run if no agent is available. |
Queue Transfer: Routing is done into a queue defined in the system.
IVR: Routing is done through a specific greeting announcement.
Additional Options
☐ Missed Call Campaign
The system redials previously dropped and unanswered calls.
If this feature is active, it should target "unanswered" records in the filters section.
☐ Automatic Loop
After calling all records, the campaign automatically restarts and begins calling the same data again.
It is preferred in campaigns where data is not continuously entered.
Warning: The loop feature should be used carefully. Otherwise, the same person may be contacted multiple times in a day, leading to customer complaints.
7.7 Technical Notes
Predictive Dialer makes AI-based speed adjustments based on agent availability and call response rates.
Power Dialer makes only one call per agent; there is no delay, but efficiency may decrease.
IVR scenarios should be predefined and tested.
Campaign Performance Screen
This screen shows all performance metrics, results, and call history of an active campaign in detail. It is used for both real-time monitoring and operational evaluation.
Summary Boxes
General campaign data is presented in summary boxes at the top:
Field | Description |
Total | Total number of people called during the campaign |
Contacted | Person who completed a conversation with a live agent |
Contact Rate % | Successful contact rate out of the total |
Not Contacted | Calls that were made but not connected or were rejected |
These fields are used to quickly observe the overall success of the campaign.
Statistics (Performance Summary)
Detailed statistics are presented under the following headings:
Field | Description |
Total Customers to Call | Number of customers included in the campaign |
Total Phones to Call | If the same customer has different phones, the total number is indicated here |
Calls per Agent (Average) | Average number of calls each agent receives |
Drop Rate % | Rate of calls ending before an agent answers |
Remaining Loops | Total number of loops the campaign will repeat |
Pending in Loop | Number of records not yet called in the current call loop |
Not Yet Due | Records not yet due for calling according to the time condition |
Closed by Daily Contact | Records not called because the daily contact limit was reached |
Note: These fields are critical for understanding the campaign's progress.
Result Codes (Action Summary)
The actions taken within the campaign are summarized under the following headings:
Action | Description |
Appointment Made | Individuals for whom an appointment was made at the end of the call |
To Be Auto-Called | Individuals set for automatic recall |
To Be Manually Called | Individuals who need to be called manually by a representative |
This summary visualizes the distribution of action outcomes in the campaign and guides operational strategy.
Call History
Presented in a table, this section contains details of the calls made:
Column | Description |
Number | Phone number called |
Line | Line or channel used for the call |
Full Name | Customer's name |
Customer ID | System customer ID |
Representative | Name of the representative who made the call |
Detailed filtering can be done through the search box. At the bottom of the page, there is a record page control.
Technical Notes
All metrics are updated in real-time every 3 seconds.
The data shown pertains only to active and ongoing campaigns.