Outbound Option - Dialing Problems: Small skill groups not being dialed
Small skill groups not being dialed
|Problem Summary||Small skill groups not being dialed|
|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:
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:
|Release||Release 7.5(1) and 8.0|
|Associated CDETS #||None.|