Overview

Call Rhythm Control is a feature that allows administrators to manage and regulate the frequency of call attempts to each prospect's phone field (i.e. Phone columns). By implementing the specific settings, organizations can ensure a balanced and efficient calling strategy while preventing excessive call attempts. Applicable to AI Flow Dialer (AIFD), AI Parallel Dialer (AIPD) and Agent Assisted Dialer (AAD). 

Navigation

You can navigate to Administration » Company Setup » Call Rhythm Control, to change the configuration needed for Call Rhythm Control.

Enable Call Rhythm Control

Administrators have the flexibility to enable or disable this functionality at any time. By default, it is set to No, ensuring that existing workflows remain unchanged unless explicitly activated. 

When enabled, the following configuration options become available.

• Number of attempts per day per Phone field
• Time gap between each attempt
• Enable Call Rhythm Control for Canceled Calls

Number of attempts per day per Phone field

The Administrators can set a limit on the maximum number of call attempts that can be made to each of prospect's phone fields within a single day. The maximum allowable attempts per day is 10 per phone field. The default limit is 3 attempts per day per phone field, but this can be adjusted anywhere between a minimum of 1 attempt and a maximum of 10 attempts per day per phone field.

For example:

If configured for 5 attempts per day per phone field, no additional calls will be made to that phone field once the limit of 5 is reached.

Time gap between each attempt

The Administrators can define the minimum interval between consecutive call attempts to ensure controlled rhythm (pacing) for dialing. The default time gap is 1 hour, but this can be adjusted based on the following available time gap options:

• 15 minutes
• 30 minutes
• 1 hour
• 2 hours
• 4 hours
• 8 hours

The settings configured by administrators will be displayed across the organization under the Call Rhythm Control section in the Settings Summary panel. These settings are view-only, as the fields are non-editable.

Enable Call Rhythm Control for Canceled Calls

This option allows the administrators to enable or disable Call Rhythm Control for canceled calls. By default, this option is set to No. Enabling this setting ensures that even canceled calls adhere to the defined call attempt limits and time gaps.

An Info icon is available, which displays the description when hovered over, providing users with quick access to relevant information about specific settings.

Benefits

• Prevents excessive calling to the same number.
• Reduces the likelihood of prospects feeling overwhelmed by multiple calls.

Best Practices

• Set a reasonable number of call attempts per day to prevent prospect frustration.
• Use appropriate time gaps between calls to maximize the chances of engagement.
• Monitor call logs and adjust settings based on business needs and response rates.

Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.

NOTE: The information provided here is for informational purposes only and should not be considered as a legal advice. Please consult your legal counsel regarding compliance with relevant laws.