Campaign Blending

[bestmanbolivar]

hi Goodnight

I have a doubt with the configuration of a campaign that is working in blending, I have 80% of outgoing calls and 20% of incoming calls, the part of the dialer is working with AVERAGE ADAPT, but how much I have busy the agents answering calls Inbound the system counts those agents and if just in a range half of the workforce deals with inbound calls, the dialer still sees everyone as unoccupied and continues to call customers as if all agents were without calls.

Is there any way where the system sees those who take an inbound call busy and in that period is not taken into account for call attempts?

[ambiorixg12]

I dont see an exact setting for what you re requesting, but I think Auto Dial Level Threshold option my help you ,


try WAITING_AGENTS will only count agents that are waiting for a call

[blackbird2306]

There is an option for this in campaign settings. Change it to "Y":

Available Only Tally -
This field if set to Y will leave out INCALL and QUEUE status agents when calculating the number of calls to dial when not in MANUAL dial mode. Default is N.

There is also another interesting option in this context:

Inbound Queue No Dial -
This feature if set to ENABLED allows you to prevent outbound auto-dialing of this campaign if there are any inbound calls waiting in queue that are part of the allowed inbound groups set in this campaign. Setting this to ALL_SERVERS will change the algorithm to calculate all inbound calls as active calls on this server even if they are on another server which will reduce the chance of placing unnecessary outbound calls if you have calls coming in on another server. Default is DISABLED.