📘 Lesson: Dialer – Admin Side 

🎯 Objective 

To train administrators on configuring, monitoring, and managing the dialer platform to ensure smooth call operations, efficient agent performance, and compliance with business requirements. 
 

🔑 Lesson Content 

1. Admin Dashboard Overview 

·       Accessing the dialer admin panel. 

·       Key sections: campaign management, agent management, reporting, and system health. 

·       Real-time monitoring tools: live call view, queue status, and agent activities. 

2. Campaign Management 

·       Creating Campaigns 

o   Outbound (Predictive, Progressive, Manual). 

o   Inbound (Queue setup, IVR integration). 

·       Configuring Campaign Settings 

o   Call routing rules. 

o   Retry attempts and pacing ratio. 

o   Call recording and monitoring settings. 

·       Campaign Monitoring 

o   Real-time call statistics. 

o   Pausing/resuming campaigns. 

3. Agent Management 

·       Adding / Removing Agents 

o   Assigning login credentials. 

o   Mapping agents to campaigns. 

·       Agent Status Monitoring 

o   Tracking available, busy, idle, and wrap-up states. 

o   Identifying non-productive time. 

·       Role Management 

o   Setting permissions for agents, supervisors, and managers. 

4. List & Data Management 

·       Importing lead lists into campaigns. 

·       Setting up filters for priority dialing. 

·       Removing duplicate or invalid numbers. 

·       Compliance handling: DNC (Do Not Call) lists. 

5. System Configuration 

·       Dialer Settings 

o   SIP/PRI/GSM gateway configurations. 

o   Codec selection for call quality. 

·       Call Recording Settings 

o   Enabling/disabling per campaign. 

o   Storage monitoring and retention policies. 

·       Server Health Monitoring 

o   CPU, memory, and storage usage. 

o   Logs and troubleshooting tools. 

6. Reporting & Analytics 

·       Generating campaign-wise reports: call volume, answer ratio, average handling time. 

·       Agent productivity reports. 

·       Performance KPIs: ASR (Answer Seizure Ratio), AHT (Average Handling Time), Occupancy. 

·       Exporting reports for management review. 

7. Compliance & Quality Control 

·       Ensuring adherence to call recording and DNC regulations. 

·       Monitoring random calls for quality assurance. 

·       Setting alerts for system downtime or performance dips. 

📝 Example Scenario 

Admin creates a new outbound campaign: 

1.       Uploads lead list → configures retry rules. 

2.       Assigns agents to campaign. 

3.       Monitors live calls and agent status. 

4.       Exports end-of-day report to evaluate performance.