Overview

Double Tap is a feature that allows AI to automatically redial a prospect’s number if the first call goes unanswered. By immediately initiating a second call, this feature increases the chances of connecting with the prospect while avoiding unnecessary call attempts. 

This feature is available upon request. Please contact Koncert Support at support@koncert.com to enable it. 

Configuration and Availability

This is exclusively for AI Parallel Dialer (AIPD). The Enable Double Tap option is located under the Settings Summary » Advanced section.  By default, the Double Tap is enabled.

When enabled, AI will dial immediately after the first attempt across available columns if unanswered, effectively increasing the chances of a successful connection. 
An Info icon is available next to the Enable Double Tap option. Hovering over this icon displays a tooltip with a brief description of the setting, providing users with quick access to relevant information.

It is important to note that the second attempt will not be triggered for the following call outcomes. 

• Busy
• Failed
• Phone Tree
• Phone Tree - Name Found
• Phone Tree - Name Not Found
• Phone Tree - No Company Directory
• Left VM (AI)
• Left VM (AI) - Name Found
• Left VM (AI) - Last Name Found

This ensures efficiency in the dialing process and prevents unnecessary call attempts.

However, administrators can modify these exemptions based on their organization's needs under Administration » Call Dispositions.

To update the settings:

• Select the AI Engine from the dropdown under Call Dispositions.

• Click on the call disposition you wish to enable or disable.

• A View Call Disposition window will appear, allowing you to make the necessary changes.

Does it reflect in metrics?

To provide users with clear visibility into which prospects have been contacted using the Double Tap feature, a Double Tap icon will be displayed in the All Dials and Advanced sub-tabs under the Analytics tab. This icon serves as a visual indicator of calls made using the Double Tap feature.

Under the Advanced sub-tab, the Double Tap feature will be applicable to the following reports:

• Weekly Summary Report
• All Calls Report
• Talker Disposition Report

The second attempt will not be included in your dialing metrics, ensuring the accuracy of your analytics.

If both call attempts go unanswered, only one dial count is recorded for the Phone number.

This ensures accurate tracking of engagements and dialing metrics. 

Best Practices

• Use Double Tap strategically to increase contact rates without overwhelming prospects.
• Monitor call analytics to determine the effectiveness of Double Tap.
• Adjust settings based on call outcomes and business requirements.

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.