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Problem:
Running Adapt_Tapered mode and drop % set to 7 but when agents go on break and lunch the drop rate goes well above the set limit so that when they return from break or lunch it slows the dialing down considerably sometimes taking upwards of 30 mins to get a steady flow of calls to keep every on the phone.

Questions:
are dropped calls are calculated collectively? inbound and outbound combined? within each campaign?

Outside of actually having a live person to answer those calls (since they are all on break at that time) ...what would be the "best practices" for handling drops? we are loosing 1500-2000 inbound drops daily.

Thanks in advance!

It would take hours to go over the questions you've asked here in depth

Have you tried staggered shifts?

Have you tried the "Threshold" settings in campaigns for your outbound auto-dialing?

As for dropped calls, they are calculated separately, except for the Real-Time Report where they can be combine if you select the option to do so.

we have the dropped calls under control using the inbound queue no dial feature during our shift but upon breaks and lunchs (staggering them is not an option unfortunately) we drop 500+inbound calls. Is there any crafty way of using call times or something like that to create the after hours effect during break and lunch? To where the calls go to voicemail instead of waiting in the inbound queue for 10 mins...

There are a lot of options you could try in In-Groups, like No-Agent-No-Queue and Max-Calls and Wait-Time-Options. Have you tried any of these?

i have and over the last month those changes have made a considerable difference, Many thanks Matt

Thanks for posting back!