Dial level keeps dropping to 1 automatically

[udfxrookie]

Started my campaign this morning like always and I'm assuming someone changed a setting.

I know the general rules for this:
1) Modify Campaign -> Basic View -> auto dial level can go up to 4.0
2) Modify Campaign -> Detail View
set "Maximum Adapt Dial Level" to the number you want
set "Dial Method" to one of the three available "ADAPT" methods
set "Drop Percentage Limit"

The system will slow down your dialing when your drop limit is reached automatically.

However mine is NOT doing this. I have mine set to:
Dial Method - Adapt_Average
Auto Dial Level Threshold: Waiting Agents - agents :0
Available Only Tally: Y
Available Only Tally Threshold: Waiting Agents - agents :0
Drop Percentage Limit: 50%
Maximum Adapt Dial Level: 20

The campaign is very low on dropped calls and does not exceed this, there are 30 agents in the campaign... however, it takes anything I put in max and makes me dial one line.


Any ideas?

[williamconley]

If you do not have at least 30 agents, you should not be using adapt. You should be using Ratio. (In fact we usually tell rooms to wait for 50 agents before attempting adapt, but at 30 you can play with it for a while as long as you don't leave it like that and go to lunch).

Adapt is touchy and can overload itself and start making bad decisions, especially when set to more intense and without many agents. In many cases, we've observed that even after changing back to ratio it can take 30 minutes for the dialer to stabilize when intensity levels are set too high. But I digress:

If you are setting your drop call percent to 50% ... you are not actually using adapt for what it was designed. You are just trying to "dial heavy". Ratio does that without any pressure on the CPU. Just set the ratio higher and you're done. If your ratio levels do not contain a high enough number, modify it in system settings (it will go quite high if you like).

A true "Predictive autodial" system will also have "available only tally" set to "NO" since it would be expected to have calls waiting for agents that are presently on calls as soon as they get off a call. Without at least 30 agents, that process fails miserably. But with more than 50 agents, the dial ratio is often 1.4 or even less and the wait time can be kept under 5 seconds with a drop percentage of 3% (the legal limit). This is what adapt is designed to do. If your drop percent is 50% ... just go back to ratio and set your limit higher (and get ready for the FCC to be unhappy with all those dropped calls, get a lawyer on retainer ...).