CX Voice Campaigns now support Preview dialing mode, in which the dialer connects to the agent first and places the customer call only after the agent accepts.
This gives agents the chance to review customer context before every call and ensures each attempt is deliberate, useful for high-value or compliance-sensitive outbound calling. Calls the agent skips or doesn't answer are excluded from future dialing automatically.
CX Voice now supports a Preview toggle in the Unified Admin campaign edit form. This setting controls whether an agent gets a preview workflow before the customer is dialed, or whether the platform follows the regular direct dialing flow.
What this feature does: When Preview is enabled, the system calls the reserved agent first and dials the customer only after the agent accepts. When Preview is disabled, the system dials the customer first and then routes the call to the reserved agent automatically.
Where and how to configure it
In Unified Admin, open the campaign and go to the Edit Campaign form. A CX_VOICE type campaign can be configured to run with preview behavior enabled or disabled.
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Preview enabled: agent-first workflow
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Preview disabled: customer-first workflow
This option is intended for voice outbound campaign behavior and changes how the dialer sequences the call between the reserved agent and the customer.
Preview can be enabled/disabled for all CX_Voice type campaigns at any point in time.
Once enabled, all the preview campaigns will run in progressive mode, even if the init mode formula says it’s predictive campaign, but enabling the preview makes it progressive.
How preview mode works
When the Preview toggle is enabled, the campaign follows a controlled agent-first call flow.
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The dialer reserves an agent for the next campaign contact.
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The dialer places a call to the reserved agent first.
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The agent receives a preview of the number that is about to be dialed.
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If the agent accepts the incoming dialer call, the system then places the outbound call to the customer.
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After the customer-side attempt is made, the workflow is considered completed from the campaign preview perspective.
Preview mode is designed to let the reserved agent review and consciously accept the outbound attempt before the customer is contacted.
How non-preview mode works
When the Preview toggle is disabled, the campaign uses the regular customer-first flow.
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The system reserves an agent for the outbound attempt.
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The dialer places the call to the customer first.
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If the attempt proceeds, the call is automatically routed to the reserved agent.
Use non-preview mode when you want a faster, more automated outbound flow with no agent confirmation step before the customer is dialed.
Behavior comparison
|
Mode |
Who is called first |
Agent involvement before customer dial |
Typical behavior |
|---|---|---|---|
|
Preview enabled |
Reserved agent |
Required |
Customer is dialed only after agent accepts |
|
Preview disabled |
Customer |
Not required before dial |
Call is routed automatically to the reserved agent |
Call outcomes in preview mode
The preview workflow introduces specific result handling for the initial agent-leg of the call.
|
Outcome |
Trigger |
System behavior |
Result |
|---|---|---|---|
|
Preview skipped |
Agent declines or does not answer the initial dialer call |
Contact is not attempted toward the customer and is not retried again by the system |
|
|
Success |
Agent accepts the dialer call and the system places the customer call |
Attempt is recorded as successful for preview workflow completion, regardless of customer response |
|
Important: In preview mode, if the agent declines or misses the initial dialer call, the contact is marked as PREVIEW_SKIPPED and will never be dialed again by the system.
How success is interpreted
In preview campaigns, Success does not mean the customer answered the call. It means the preview workflow completed successfully because:
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The agent accepted the preview call.
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The system proceeded to place the customer call attempt.
This means the attempt may still be marked as Success even if the customer:
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declines the call,
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is busy,
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does not answer,
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reaches voicemail, or
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answers successfully.
For reporting purposes, agents should apply the specified wrap-up codes so customer-side outcomes remain properly categorized even though the preview workflow itself is counted as successful.
When to use preview mode
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When agents need a final confirmation step before contacting customers
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When compliance or business process requires agent awareness of the next number being dialed
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When reducing unprepared customer interactions is more important than maximizing dial speed
When to disable preview mode
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When campaign throughput is the main priority
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When the business prefers a more automated dialing experience
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When agents do not need to review the number before the customer is contacted
Operational considerations
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The reserved agent is central to both modes, but the call sequence differs significantly.
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Preview mode adds an explicit acceptance step before customer dialing.
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Non-preview mode removes that acceptance dependency and automates routing after customer dialing.
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Reporting teams should distinguish between preview workflow success and actual customer connection outcomes.