What is a multi-agent power dialer? 

Power Dialer is a special contact center tool engineered to automate outbound call campaigns and help your agents efficiently reach more customers.

A multi-agent power dialer allows multiple agents to handle automated outbound calls simultaneously. This ensures efficient call distribution, helping teams reach more customers faster and streamline their outbound calling process.

Steps to create a new campaign  

Step 1: In Power Dialer module, navigate to the Create Dial Group page.

Step 2: Select the source to import contacts for the campaign.

Step 3: After importing contacts, customize the campaign as needed and save it.  

Step 4: Launch the saved campaign.

Once launched, you can:

• Clone the campaign for reuse.

• Edit campaign as needed.

• View call logs to monitor activity.

• Generate reports for insights.

 1. Navigate to Create Dial Group page

1. Log in to your Zoho Voice account.

2. Go to the Power Dialer module on the left sidebar menu

3. Click +Add New Campaign at the top-right corner of the page.

4. The Create Dial Group page appears, prompting you to create a Dial Group for the campaign.

  2. Import/Select Contacts for the Campaign   

On the Create Dial Group page, create an outbound Dial Group for your campaign by selecting and importing the contacts from one of the three sources listed below:

• Select Existing Contacts from Zoho Voice

• Importing New Contacts from a CSV file

• Import & Select Contacts from Integrated apps  

Select Existing Contacts from Zoho Voice  

1. Click Select Contacts under Select Existing Contacts from Zoho Voice. Your Zoho Voice Contacts page will be displayed.
   

2. Here, you can use the Filter button in the top-right corner to refine your selection.
   

• Campaigns Filter (mandatory):

• Displays a list of available campaigns(already created/completed campaigns).

• Select a campaign by its name to view all contacts that were connected in the campaign.

• You can choose to import all contacts or manually select specific ones in that campaign.

• Dispositions Filter (optional):

• Used in combination with the Campaigns filter only.

• Allows you to filter contacts within a campaign based on specific call outcomes (dispositions).

Note: You can apply only the Campaigns filter or combine it with the Dispositions filter to target contacts precisely.

3. Click the + icon to apply multiple filters and import contacts from various campaigns with specific disposition codes.

4. Select the required contacts and click Next. You will be directed to the next step where campaign customization can be performed.

Note: You can also create a power dialer campaign directly from the Contacts module, by selecting the required contacts and clicking Create Campaign.

 3. Customize the Campaign   

Here, you'll be prompted to configure the campaign with customized settings. This determines the contacts in the dial group, how the campaign is run, how long the snooze interval is timed, and who all can run the campaign.

For contacts selected from Zoho Voice's internal Contacts module, the fields for your campaign customization will be as follow:

• Campaign Name: Identifies the new campaign with a unique name.

 Note: This is a mandatory field to be mentioned.

• Snooze Interval: Determines the short supplementary interval period between consecutive campaign calls. Acceptable values range from 10 seconds to 300 seconds.

• Assign To: Designate the agents responsible for handling campaign calls. Multiple agents can be assigned to a single campaign by selecting by their names.

Note: You can assign up to 40 agents per campaign.

• Dial Order: Specify the sequence in which contacts will be dialled for the campaign. You can drag and drop to rearrange the sequence if needed.

• Add More Contacts: Additional contacts can be included from the contacts in Zoho Voice.

Once all the required fields are mentioned, click Save. The created campaign will be listed in the power dialer home page with the Campaign Status as Yet To Start.    

 4. Launch the Campaign    

Once the campaign is created and listed on the Power Dialer home page, the campaign can be launched.

To launch a campaign:

1. Click the campaign of your choice to navigate through it.
   

2. On the specific campaign page, click the Start Campaign button at the top.

3. A pop-up box will appear where the Assigned Users will be listed. Here, in this pop-up box, you have the option to select the phone numbers for the agents.

4. There are two options to select the phone number that will be used for the outgoing calls of the campaign:
   

• In the first option, selecting Auto will automatically choose the source number from which calls will be made. Auto selection chooses a source number based on the following order of priority:

• Picks a number with a country code that matches the country code of the destination number lined up next in the dial group.

• Picks the favourite number. If there are multiple favourite numbers, the auto select option chooses a random favourite number.

• Picks any random number with respect to the agents.

• Alternatively, select a specific number from the list of available numbers (the outgoing numbers assigned to the agent in Call Config module) manually and assign it to the agents.

Note: For admins and super admins, all the available numbers will be listed. These selected numbers for the agents will be the number from which the outbound calls originate.

5. Once the outgoing numbers are selected, you can select the required agents using the checkbox, or you can directly start the campaign for all designated agents by clicking on the Start Campaign button. 

6. Based on your role and privileges, the campaign initiation control differs. Refer to the below table for more insight.

7. Once the campaign is started, an incoming call will arrive to the chosen number with the campaign name as caller ID, acknowledging your selection to the respective agents.

8. Accept the call to initiate the campaign.

 Pausing or Stopping a Campaign      

Any ongoing campaign can be paused or stopped by the campaign's creator, agent's respective supervisor, the super admin, or the admin(s) of your organization.

Based on your role, the privilege to stop the campaign differs; refer to the below table for more insight.

Cloning and Editing Campaigns     

All of the campaigns created, ongoing, or completed are listed on the Power Dialer page, where campaigns can be created by cloning or edited as follows:  

Clone campaigns   

To clone any existing campaign, irrespective of its status or its creator:

1. Hover over the right end of the campaign entry and click the Clone Campaign button that appears.

2. On the Clone Campaign page, specify the name of the new campaign and click the Save button at the bottom of the page.

3. You can modify the contacts, add more contacts from other sources (if required), and modify other configurations of the campaign.

Edit campaigns 

To update an existing/ongoing campaign:

1. Hover over the right end of the campaign entry and click the Edit Campaign button that appears.

2. In the edit mode, you can update the campaign name and snooze interval, add new agents, and add more contacts to the campaign from other sources.

Note: While the campaign is ongoing, you can make edits, but you won’t be able to remove an agent that’s already been added.

Viewing campaign call logs    

To view the call logs of a specific campaign:

1. Go to the Logs module from the left sidebar menu.

2. On the Logs page, go to Call Logs tab

3. Click the Filter button in the top-right corner to apply advanced filters.

4. Under the Campaigns filter, select the campaign name you want from the list of available campaigns.

5. Couple the Campaign filter option with other filter options, such as Disposition or Agent, to gain a granular view into specific campaign calls.

Reports       

You can view the campaign summary, call stats, and agent stats for all campaigns. Additionally, campaign reports can be generated in PDF or CSV format for deeper insights.

  To view campaign summary, call, and agent stats  

1. Click on the campaign of your choice to navigate to its details.
   

2. At the top of the page, you will find the campaign summary, which provides an overview of:
   

• Total calls, completed calls, remaining calls, and ongoing calls.

• Total agents in the campaign, including active and inactive agents.

3. To view call and agent stats, click the Stats tab. This includes:

• Campaign details, such as creation time, start time, end time, snooze intervals, and current status.

• Call stats, which show the different statuses of campaign calls (e.g., started calls, not-yet-started calls, etc.) represented in a donut chart

• Agent stats, offering a breakdown of agent performance

  To download a campaign report  

1. Click the Campaign Report button in the top-right corner and choose the format (PDF or CSV) for the report.

2. A dialog box will appear, where you can choose to set a password for the file if needed.

3. Click Download Now to save the report. The campaign report will be downloaded.