Next Dial Time Report in RingCX
Summary
Introduce a report or dashboard view that predicts the number of outbound dial attempts expected for each campaign on a given day, based on the current lead pool and retry logic. This would provide campaign managers with a concise forecast of dialing activity per campaign and help with operational planning.
Problem Statement
Currently, the system provides the Next Dial Time field at the lead level, which indicates the timestamp for the next scheduled attempt based on dispositions, retry rules, and timezone settings. However, there is no aggregated view that summarizes these upcoming dial attempts at the campaign level.
Operational teams must manually analyze lead-level data or estimate dialing volume, which is inefficient and often inaccurate. A campaign-level forecast of expected dialing activity would significantly improve visibility and planning.
Proposed Solution
Create a report or analytics view that aggregates upcoming dial attempts across all leads within each campaign and forecasts the expected dialing activity for a selected timeframe (e.g., current day). The report should provide visibility into the expected number of dial attempts and the number of unique leads scheduled to be contacted.
Business Impact
Enables better workforce planning by forecasting dialing demand.
Improves campaign management by providing visibility into expected dialing volume.
Reduces manual analysis of lead-level data.
Helps operations teams align agent staffing with projected campaign activity.