Preview dial is a campaign dial type that disables multi-line dialing and allows the agents to move from lead to lead manually. When in preview mode, agents will click to pull up the next lead in queue and then manually dial it after they have previewed the lead data on their screen.
Preview dial allows the agent to manually dial a lead after viewing the lead’s contact information. This FAQ will guide you on how to use the agent interface with preview dial.
Note: You may or may not be in preview dial depending on how your admin has setup your campaign’s dial type.
Login to the URL https://agent-lax.convoso.com using your Agent credentials. Choose a valid Campaign and Availability to complete the agent login process.
(If you want to be safe select a campaign and use the Not Ready availability status)
Click on the Reason Code Button and select the Status agent needs to use. To start the dialer, select Available
When Available status is selected, the system will start the Preview Count Down Timer
Note: The Preview count down time may differ and or may be disabled depending on how your admin has setup the campaign's preview dial settings.
Once the preview time is up, the system will either;
Automatically call the current lead that is opened or, change your status to go on Not Ready status. This depends on how your admin has setup the campaign’s preview timeout action.
In this screenshot, the system automatically dials the lead that is being viewed after preview timer is up.
In this screenshot, the system automatically changed the agent’s status to Forced Pause which is a Not Ready Status.
If your admin has allowed it, you may go to the next lead by clicking on Skip Lead button. The preview timer will restart when going to the next lead.
Note: Skip lead feature may be disabled depending on how your admin has setup the campaign's preview dial settings.