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Optimize Vicidial
Posted:
Mon Sep 12, 2022 7:21 amby Mwaniki
These are my current system settings.
1. Dial Method- Ratio
2. Auto Dial Level- 3
3. Drop Percentage Limit- 3
4. Calls Placed- 5638
5. Answer Rate- 3.65%
6. Total Calls- 5798.
7. Drop Rate- 24.16%
8. Total number of Agents- 5
9. Average Waiting Time- 2 minutes.
How can I maintain a healthy balance between the Drop Rate and the Average waiting Time?
Please advise.
Re: Optimize Vicidial
Posted:
Mon Sep 12, 2022 7:26 amby GenXOutsourcing
Vicidial is more efficient with more agents. Add more agents, or have someone constantly monitoring and changing the ratio
Re: Optimize Vicidial
Posted:
Wed Sep 14, 2022 10:55 amby bronson
Mwaniki wrote:These are my current system settings.
1. Dial Method- Ratio
2. Auto Dial Level- 3
3. Drop Percentage Limit- 3
4. Calls Placed- 5638
5. Answer Rate- 3.65%
6. Total Calls- 5798.
7. Drop Rate- 24.16%
8. Total number of Agents- 5
9. Average Waiting Time- 2 minutes.
How can I maintain a healthy balance between the Drop Rate and the Average waiting Time?
Please advise.
In your campaign settings, select Available Only Tally: "Y"
Re: Optimize Vicidial
Posted:
Tue Sep 27, 2022 3:51 amby Acidshock
Your drop rate is through the roof. Not trying to put you on blast but if I saw an employee maintaining that drop rate I would fire them. Anyhow, it is most likely happening because you dont have enough agents and you are running it too hard. I would turn adaptive dialing on. Additionally with 5 agents you need to watch your floor like a hawk. You cant be having people get up whenever they want, etc. If someone needs to use the restroom or wants to take a break someone needs to be turning down the dialer, at least 1 minute before.