Issue with Call times and Ratio Dialing

[simonc]

Hey Guys,

We implemented Call times as well as predictive dialiing with Ratio set at 1.4 ( works perfectly for us )

The issue we are facing is that when a campaign Call time is finished, the hopper will empty itself but the agents will stay on campaign and waiting for call.

Is there a way to kick the users out of the campaign once its call time is finished ( or when they are no more leads in the hopper ) to avoid having an agent waiting for a call that will never come in!

[simonc]

I also searched all options under campaign lists but could not find anything that matches what i am looking for

[williamconley]

you can allow the agents to see the hopper (one would assume that they would realize Zero means move to another campaign). But if you have leads available in another list ... why is that list not in THIS campaign? Why have the agents hop between campaigns based on the time of day?

[simonc]

you can allow the agents to see the hopper (one would assume that they would realize Zero means move to another campaign).

That would be a workaround for the problem, i tried looking in a individual user , user groups and the campaign but could not find this permission so they could see the hopper!

But if you have leads available in another list ... why is that list not in THIS campaign? Why have the agents hop between campaigns based on the time of day?

We cannot set call times per list. It has to be done per campaign and only 1 call time per campaign for all the lists.

To give you an example,

around noon the agents call Europe as its the afternoon there ( on that campaign we have call times of 1500 to 20:30 theyr time ) at about 3PM our time they cannot call EU anymore as its 20:30 there.

They log out of the campaign and log on to USA Campaigns and resume dialing.

[simonc]

you can allow the agents to see the hopper (one would assume that they would realize Zero means move to another campaign). But if you have leads available in another list ... why is that list not in THIS campaign? Why have the agents hop between campaigns based on the time of day?

Where can i find this option?

Many thanks

[fibres]

This option is in the campaign settings about halfway down. 'Agent Display Dialable Leads' set this to Y and it will show at top of agents screen.

Regards

[williamconley]

now that you have a cool new dialer, you should have a look at all the settings in the Campaigns and Users ... and everywhere else for that matter. create a special user for yourself to log in with, and give that user all the privileges you can find ... to see what is possible. and create yourself a special campaign to test all the possibilities.