vicidial.org

Hi good people here.

Can sombeody help me what is going on with my report using Khomp as my AMD?
We are getting negative dials at some given point and our Contact Rate (Human Answered Calls/Dialed Number) is behaving off...

For example:
Contact Rate % Agent Talk Time % KHOMP Dial % KHOMP Dials KPAM
-51.52% 40.93 % -150 -124

Here is a normal result.
Contact Rate % Agent Talk Time % KHOMP Dial % KHOMP Dials KPAM
4.99% 44.06 % 768 527

Thanks

Do you have a khomp device?

We don't have it on our network side. But we subscribed to a 3rd party provider.

Thanks.

Ok, the way that Khomp works, as explained to me by their techs.

Vicidial places a call through Khomp gateway, the call is dialed by the carrier. When the call is answered, Khomp analyzes the call and then sends both the call and the conclusion to Vici. Vici receives the call and Khomps conclusion (whether is HUMAN or AM or OTHER). Then Vici either hangs up the call, or passes to an agent depending on the Action in the Khomp admin tool.

In the example you sent, you show the agent talk time has increased. The contact rate, could be that you have something else not set right. Without deep diving into your system, I would look at your TALK% and your SPH or CONVERSIONs.

For another example. I have a client that was averaging 1.5sph without Khomp. With Khomp, is running close to 4sph.

In actuality, Khomp increases your TALK time and CONVERSIONs because it is not hanging up on HUMANs like the AsteriskAMD does. I have seen dial ratios of 30to1 without Khomp, and drop to 6 or 8to1 with Khomp. More LIVE customers to your agents.