We have an Inbound/Blended campaign with Ratio 1:1 set. It's a very good list, so most of numbers are picked up when called. But when a call comes in it should be answered by an agent as soon as possible. The incoming volume is not high, so my client wants to keep agents busy when there is no call comming in.
Everything was working ok, and we noticed that some incomming calls where on hold while agents where getting outbound calls. I saved a realtime screen showing that the incomming call was on hold for 1:33 minutes and the agent was on call for 23 seconds. That means the call was transfered even though there was a incomming call.
After looking at call times for this situation I found out that the incomming call came in 1 second after the outgoing was dialled, so there is nothing wrong on the process, but anyways its a long time for a caller to wait.
There is a section on the manual that describes "Dial Level Difference Target" and it says it won't work for the Ratio and Manual dial methods. This would be perfect for my situation if it could be used on Ratio.
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. If you are having problems keeping your drop level down, it often helps to set this to -1. Default is 0. This field is not used by the MANUAL or RATIO dial methods.
My question is, could I use this by fooling Vicidial to work as a Adapt method with 1:1 ADAPT OVERRIDE ?
Shouldn't this become a feature for Ratio Method ?
This is on a Vicidial 2.4.300 BUILD: 110215-1721
Thanks.