Outbound Option - Dialing Problems: Small skill groups not being dialed

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Small skill groups not being dialed

Problem Summary Small skill groups not being dialed
Error Message N/A
Possible Cause Percentage of agents reserved in skill groups are not balanced evenly
Recommended Action Balance the percentage of agents being reserved in skill groups. If a skill group is too small as compared to other large skill groups, the Outbound Option Dialer might not dial for that skill group.

For example, consider the following scenario using three skill groups:


Name


Agents


% of Agents Outbound Option Dialer Can Reserve


S1


40


100%


S2


55


100%


S3


5


100%


Assume that the Outbound Option Dialer has 24 ports, which allocates ports to each skill group according to their strength; therefore, the third skill group (S3) will only get 5% of the ports (5% of 24 ports is approximately equal to 1 port). 1 port is not enough to dial the customer and reserve the agents, so the Outbound Option Dialer will not reserve any agents in the S3 skill group.

Therefore, in this type of scenario, the following can be done:

  • Balance out the skill groups by either putting more agents in a small skill group or by lowering the percentages in the large skill groups.
  • Add more dialers.
  • Add more ports to the existing dialer.
Release Release 7.5(1) and 8.0
Associated CDETS # None.

Rating: 0.0/5 (0 votes cast)

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