(Experiment) Mindful Dynamic Pacing

This experiment uses real-time metrics from contact centers to adapt and dynamically update Mindful configuration. We believe the dynamic nature of your call center operations can benefit from a dynamic approach to callback pacing throughout the day. By automating changes to various Call Target settings, such as the Max Active Calls setting, based on real-time ACD / CCaaS metrics, Mindful Callback can optimize pacing far less manual intervention.

What does success look like?

As we experiment with this feature, here's how we measure success:

• Remove manual intervention for affected Mindful Call Targets. Manual adjustments to dial pacing settings become greatly reduced or unnecessary, reducing administrative effort.

• For clients wishing to ensure customers experience the same wait time regardless of accepting or declining a callback, ensure callback wait times are not significantly different from callers who choose to hold. By optimizing callback pacing based on real-time metrics, Mindful aims to provide callback wait times that are comparable to traditional hold times, ensuring a consistent and satisfactory experience for callers.

• Meet callers' expectations, whether they choose a callback or to remain on hold. The ultimate goal of dynamic pacing is to deliver on callers' expectations, regardless of their choice between a callback or remaining on hold.

(Experiment) Dynamic Blocked Number List

The Blocked Number List is often used by Mindful Callback clients to prevent callbacks being requested to high cost numbers. In some locations, the number plan is complex and using a static, prefix-based block list is either impossible or impractical to manage.

How it works

The Dynamic Blocked Number List feature aims to evaluate each callback request individually before launching, taking into account various aspects of the number, such as geographical location, host network provider, and cost to call.

The process works as described below:

• A callback is registered in the normal way, either via IVR, Scheduler widget, or API.
• Mindful evaluates the number the callback was registered for against pre-agreed criteria.
• Where the number is not eligible to receive a callback, the callback is automatically canceled.
• We will log any action taken, along with a timestamp

What does success look like?

As we experiment with this feature, here's how we measure success:

• Streamline the management of allowed and disallowed numbers. With this experiment, clients can eliminate the need for manual management of allowed and disallowed callback numbers through the Blocked Numbers list in Mindful Callback.