inbound campaign - ensure an agent is always available

[frank220]

May be easy - but i cant see it
Situation is this
inbound campaign with 3 "dedicated and trained agents" (lol)
always want at least one agent available to take next inbound call, but managers want to allow others to place outbound until the first agent becomes busy, at which point the next available agent must be forced to 'closer' status.

have tried the 'agents common sense' approach - one problem - they have none
all three agents keep placing manual calls and a high percentage of inbound calls get dropped or transfered to voicemail.
any ideas welcome

[mflorell]

I haven't heard of that kind of situation before. There is nothing that will automatically do this, although I'm sure it would be possible to code a change like that it might take a bit of work to do it automatically.

[frank220]

if I change the agent status in the database will that prevent him dialling leads?

[williamconley]

you must use "adapt_xxxx" to use this feature, but it's an old tested working feature:

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 RATIO dial methods.

In the "Detail" settings of each campaign.

Very handy. (If you disable manual dialing and use adapt)

[frank220]

should do the trick- thanks!

[williamconley]

you will note that the adapt settings are ... not happy with "a few agents". you may have to set your drop ratio to 100% and "manually" change the max adapt value to a number specifically to keep your ratio in line with "the law". otherwise, you'll bottom out at 1:1 dialing every time you drop a call (based on your number of calls vs drops, of course).

[frank220]

no worries - should be 20 agents on inbound soon

[williamconley]

adapt works best with 50. but i've used it with 20 (after a few thousand calls have been made it's not too bad)