Long Agent Idle Times Between Calls

[velocityvoice]

VERSION: 2.12-552a
BUILD: 160429-0835

I am having issues with agents having abnormally long idle times between calls. In our current campaign there is a list of 20000 leads and we are seeing agents with idle times between calls of up to 15 minutes, however I am seeing calls leaving the hopper and there are about 10 calls being dialed at a time. Granted our customer isn't using the dialer correctly with only 4 agents logged in at one time right now, I am aware it works best with 6 or more agents logged in at at time. The campaign settings are as follows..

Dial method: Ratio
Dial level: 4
Hopper: 500

I have the managers manual but I am still unable to figure out why there are such long delays between calls with that many leads in the queue. Any help would be appreciated.

Thanks

EDIT: There are currently 5 agents logged in with the longest idle time of 25 minutes.. 522 leads in the hopper, 17651 dialable leads left.

[velocityvoice]

Update.. looks like the list that was uploaded, out of 20k numbers, only 3k are good as the other 17k are marked in the national DNC list. Does Vicidial use the national DNC list? Is Vicidial going through the list one by one and marking what is in the DNC list as it goes and that's why there is such a long gap between calls connecting to agents? Is there a way for Vicidial to scan what numbers are marked in the national DNC list before leads go into the hopper?

[mflorell]

Well, you can't fit the national DNC in the VICIdial database and have the system work very well, but we have added integration with DNC.COM and their DNC scanning service so that you can filter leads that are within VICIdial using DNC.COM's services, which include the national DNC.

How many records are in your internal DNC list?

[velocityvoice]

Hi Matt thanks for the quick reply. I am very new to Vicidial, where would I find the number of DNC records in my internal list? We never actually uploaded a DNC list. Agents are just marking calls DNC in the dispo screen as the campaign runs. How do I integrate the national DNC list using DNC.com? If I do this, will it filter out the leads before they go into the hopper to be called?

[mflorell]

If you never imported any numbers into the VICIdial DNC list, then you probably don't have too many.

As for DNC.com integration, it's all built in to the VICIdial codebase, but you will need to get an account with DNC.com before you can scrub your lists.

[williamconley]

to download the entries presently in your DNC list:

Lists -> Add-Delete DNC Number

At the bottom of this page is a submit button that will allow you to download your DNC lists.

It's possible that your agents have been pushing DNC (fire someone) or that you have a press one campaign or AMD configuration that changes leads to DNC when they should not be.