If you set the Runtime Change Pacing Type property of a Call task node to ON in the campaign strategy, the Runtime Pacing feature is available for the Call task node in the Supervisor Dashboard.
A Supervisor Dashboard user can use the Runtime Pacing feature to change the pacing type of the Call task node in real time, that is, when the campaign is in a running or callback state. The user can also configure parameters specific to the new pacing type in real time.
The Runtime Change Pacing Type property is available for a Call task node with Preview, Progressive, Cruise Control, and Expert Call Ratio pacing types only. In real time, a user can change the pacing type only between Preview, Progressive, Cruise Control, and Expert Call Ratio.
For attribute-based campaigns, a user can change the pacing type only between Preview and Progressive.
When a user changes the pacing type of a Call task node in real time:
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POM does not pick up any new contacts for dialing till it processes the new pacing request.
However, if a contact is already being dialed or is In Progress when the pacing type is changed, the call is completed according to the original pacing type.
A contact is considered to be In Progress if it meets any of the following conditions:
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The contact is picked up for an attempt but not yet attempted.
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The contact is attempted, but result processing is not done on the contact attempt yet.
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Attempt is in progress for the contact.
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In case of a failover, POM applies the latest configured pacing type and CCA parameters to the Call task node.
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The following parameters are common between the Preview, Progressive, Cruise Control, and ECR pacing types.
POM replicates the values of the following parameters from the old pacing type in the new pacing type:
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Min. Agents
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Max. Agents
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Agent Outbound Skill
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ACW Time (Sec)
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# of ACW extensions
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Default Completion Code
For example, Min. Agents is set to 2 in a Call task node with Preview pacing type. If a user changes the pacing type from Preview to ECR in real time, POM replicates the Min. Agents value from Preview in ECR, that is, 2.
A user can also specify whether to overwrite the pacing type of the Call task node in the campaign strategy with the new pacing type in real time. The pacing type POM applies to the Call task node depends on whether the user selects to overwrite the pacing type in the campaign strategy in real time.
The following table provides information about the pacing type POM applies to the Call task node based on what the user selects to do:
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Overwrite pacing type in the campaign strategy with the new pacing type in real time
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Do not overwrite pacing type in the campaign strategy with the new pacing type in real time
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For the current campaign:
When the user changes the pacing type of a Call task node in the current campaign, POM immediately applies the new pacing type to the Call task node in the current campaign.
If the user pauses and resumes or stops and restarts the current campaign, POM applies the new pacing type to the Call task node in the current campaign.
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For other campaigns that use the same campaign strategy:
If the user changes the pacing type of a Call task node in the current campaign when the other campaigns are in a running state, the other campaigns continue to run with the original pacing type.
However, if the user pauses and resumes or stops and restarts the other campaigns, POM applies the new pacing type to the Call task node in the other campaigns.
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For the current campaign:
When the user changes the pacing type of a Call task node in the current campaign, POM immediately applies the new pacing type to the Call task node in the current campaign.
If the user pauses and resumes the current campaign, POM applies the new pacing type to the Call task node.
However, if the user stops and restarts the current campaign, POM applies the original pacing type to the Call task node, as defined in the campaign strategy.
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For other campaigns that use the same campaign strategy:
The other campaigns continue to use the original pacing type as defined in the campaign strategy.
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