Detailed Reports Guide/Dropped Calls

[GBTech]

VERSION: 2.4b0.5
Asterisks: 1.4.21.2

To start off, I have read through the managers guide, as well as searched around on the forums. We have the vicidialer up and running with minor bugs, although, I have been trying to find a detailed description of how report data is pulled, and what data is represented for different fields. For instance, one of our employees is concerned with specifically Agent Time Detail reports, one of the fields is "Customer" with a time detail for the data. I can't determine exactly what that data is representing. Ultimately, where can I find a thorough description or manual for reporting? Are there any links or Forum postings I may have missed someone can recommend?

Another thing is our dropped call stats hover just over 3% but can't seem to drop below to meet the standards. We run anywhere from 4 - 6 agents on any campaign on the adapt- Hard Limit dial method. What would be ideal settings for a minimal amount of agents?

Any help is appreciated, thank you.

[callcrazy]

Our team purchased these

http://www.eflo.net/store.php

I believe it's the only "official" documentation available at this time.

And we used the poundteam document provided in another thread on setting up a multi-server installation.

[callcrazy]

With your second question we are experiencing the same thing with dropped calls.

MAKE SURE AGENTS PAUSE FROM STATUS WINDOW

In the auto dial modes the agents when they choose to go on pause have to click the checkbox prior to submitting the status for the call.

As soon as the status window is submitted the next record is dialed by the auto dialer. If the agents click the pause button on the main screen and go on pause the dial is already being placed...if no agents are available to take that call it drops.

[GBTech]

Ah yes, we have the manager manuals listed on the link as well. While they are extremely helpful, our reporting questions aren't as thoroughly explained as I was hoping. Still helpful nonetheless.

As far as dropping calls, that does make sense what you are saying. I have tried to avoid that problem by advising of the pause agent dialing, additionally I have set the dialer to always have one agent available, or -1 agents and the available only tally is set to "Y". This coupled with the Hard Limit method seems to keep the dropped calls as low as possible but it still consistently creeps over the 3% limit, but not by much. Maybe a little more in depth training will accomplish this. Do you have campaigns where there are only 1 or 2 agents on? I have them on a 1:1 ratio basically, but those dropped calls are very hard to manage without having them manually dial.

[callcrazy]

I posted this in the features area and it basically is the same questions related to dropped calls with responses and the official word on it.

http://www.vicidial.org/VICIDIALforum/v ... hp?t=13775

We are running 2-4 agents on a program currently and I believe the drops we get are from agents clicking the pause button improperly.

[williamconley]

Ordinarily the "adapt" features are best used for over 20 agents (i don't recommend it at all for under 10).

you are better off choosing a solid ratio number (trial and error).

Do you have "Available only tally" set? If so, the only thing that will really control drops at that point is too high of a ratio.

One possible solution would be to have an actual "drop agent". Set your campaign to drop to an ingroup at 2 seconds instead of hanging up. Have an agent ALWAYS available in that ingroup. This can dramatically reduce your dropped calls. But that agent will get bored unless you "rotate them". Since that agent would be expected to always be available. On the other hand, if that agent were NOT an agent, but a secretary or receptionist who would handle the call in a non-sales manner (and QUICKLY), you'd never drop a call. As long as you have someone available for such things.

[GBTech]

That sounds like a possible solution. We are currently using the adapt hard limit method which seems to work for the most part, but it is still not completely effective in keeping our drop calls below 3%, I do have the available only tally to yes as well. In regards to that, we also have a campaign of 1-2 agents on the RATIO method but they still keep managing to drop calls. It will take some more fine tuning, but I do like the idea of an inbound rep. Thank you.