Predictive Dialing Mode

Publisher

Five9

URL

https://documentation-be.five9.com/bundle/campaign-admin/page/campaign-admin/configuring-campaigns/configuring-dialing-modes/predicitive-dialing-mode.htm

Published

2026-09-22

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

Five9 copyright; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Five9 advises that agents skilled for a Predictive campaign be committed to that campaign and not be skilled for other campaigns, especially inbound campaigns. in context
• For Predictive campaigns, Five9 says that when a call reaches the maximum queue time a recorded prompt must be played that gives the company name and a callback number. in context
• Five9 states that Predictive Dialing mode should never be used with fewer than 15 agents consistently active in the campaign at all times. in context
• In Predictive mode the Five9 dialer adjusts the calls-to-agent ratio automatically to maximise agent usage while staying below the configured dropped-call percentage, and it may dial numbers before an agent becomes available. in context
• Five9 predictive dialing is tuned through two options: Abandoned Call Percentage and Call Analysis. Default values are set for regulatory compliance, and the UI warns when they are changed. in context
• In each dialing cycle the Five9 dialer evaluates higher-priority campaigns first. If a higher-priority campaign has no available agents or no records ready to dial at that moment, the dialer assigns calls from other active campaigns. in context

Cite this source record

APA

WarmTransfer. (2026, September 22). Predictive Dialing Mode. WarmTransfer. https://warmtransfer.net/knowledge/sources/five9-doc-predictive-dialing-mode

BibTeX

@misc{warmtransfer-five9-doc-predictive-dialing-mode,
  title  = {Predictive Dialing Mode},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/five9-doc-predictive-dialing-mode},
  note   = {Five9, accessed 2026-09-24}
}