vicidial.org

Campaign Settings for 6 agents
Dial Method: Ratio
Auto Dial Level: 1.0

This campaign is for qualified leads, so there is generally more than 90% calls answered.
Now i want 2 agents to wait for calls here, as many times agents has to pause from campaign while or after a call which creates call drops, as dialing is immediate after hand up.

Now with ratio i can use the features like Dial Level Difference Target, so i thought to use lower than 1 autodial level.

If i keep it 0.6 then i think after 3 agents it would make 1 agent wait and after 5, 2 agents wait. Is this advisable and would work as i am thinking.
Is there any other options i can look at (increase wrap up time would can be one of them but not efficient)

Please guide.

forcing a dial level to drop below 1 will cause several things to malfunction on an auto-dial campaign, so we would not recommend doing that. I would suggest trying Available Only Tally to see if that can address your issues.

thank you Matt.
even if the Available only Tally is Y, and a agent inactives after call is initiated it will drop.
Hence i need something to keep one agent waiting for call in Ratio.
I want 1 agent on every 3 to be waiting for a call.

vjonvicidial wrote:Hence i need something to keep one agent waiting for call in Ratio.
I want 1 agent on every 3 to be waiting for a call.

Sounds like the function you talked about in your first post

Dial Level Difference Target - This field is used to define whether you want to target having a specific number of agents waiting for calls or calls waiting for agents. For example if you would always like to have on average one agent free to take calls immediately you would set this to -1, if you would like to target always having one call on hold waiting for an agent you would set this to 1. Default is 0. This field is not used by the MANUAL or INBOUND_MAN dial methods.

I'm having similar problems like you,
to reduce the drop I'm trying to tell the agents to click "PAUSE AGENT DIALING" if they are gonna take a pause
if they wont start doing I'm gonna set "Agent Pause After Each Call" to Y