I see long waiting times for my agents, what can i do?
| Select your list and click right , Telephony , No calls
If something structural is causing the long waiting times, this will be mentioned ina message box that pops up.
If the ‘no calls?’ message box mentions “no problem”, it could be possible that the pace is lowered due to limiting parameters of the predictive dialling that are met.
You can check these values in the ‘lists monitor’-interface. For instance, if the nuisance percentage is reached, the algorithm will reduce the speed of dialling, probably resulting in higher waiting times.
If this is the case, you could set the parameter to a higher value to push the algorithm to a higher speed.
If these 2 checks above aren’t the cause of longer waiting times, please check the alarms on supervisor. Is there a problem with the distribution of numbers? Are there ISDN lines/ SIP channels in alarm?
Why are my agents faster in outbound call state in progressive mode than in predictive mode?
|In progressive dialling mode, a contact will be assigned to an agent before this contact gets called.
As a result, the agent is already in outbound call state when the calling starts. However, that doesn’t mean that the agent already has someone on the other end of the line. The waiting time will still be added until there is an actual “connect” on the ISDN line/SIP Channel.
In predictive dialling mode, the agent remains in the ready state while calls are being started in the background by the system. The waiting time is added until a contact picks up the phone and starts talking. Only at this very moment, the call will be passed on to the agent. On agent side, the ringing sound stops and his task pops up. On Supervisor you can see the agent state in outbound call.
So the outbound call status:
I have defined 1% of nuisance calls, but when I take a look at the report for yesterday I see only 0.6% of nuisance calls. Why?
This can be caused by two different reasons:
Why do some agents have to wait longer for new calls than others?
This can be caused by several reasons.
Where do I set my trigger? Do I need one or more triggers in my Askia survey?
|We recommend setting triggers on every straight line towards the end of the survey, this on a place in the survey that is expected to be about 2 to 3 times the no answer time before the end of the survey.
If you have different exit points in your survey, we recommend setting multiple triggers (of course limited to 1 per exit point)
What is the impact on the predictive algorithm of list results (such as percentage no answer, busy, wrong number)?
|Your dialling performance will be higher when compared to progressive or preview dialling, thus resulting in more outgoing calls within the same amount of time. However, when compared to progressive dialling, this will not impact the percentage of wrong numbers, no answer…: you will get the same percentage of wrong numbers compared to progressive dialling – but you will get to this result more quickly. Therefore, we recommend validating that you have enough numbers/sample left before the start of each shift.|