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Ideal time

Added by James Lagardo almost 11 years ago

HI,
I have noticed that as the agents starts receiving calls and the call flow is smooth for sometime (say 10mins), after that the call flow stops for about 1-3 mins for all the agents and due to which their ideal time increases and again the call flow starts. I have tried increasing the Auto Dial Level, and also by increasing the Minimum Hopper Level, still the same. What can I do to make a smooth call flow, so that all the agents get smooth calls without any ideal time.


Replies (3)

RE: Ideal time - Added by Demian Biscocho almost 11 years ago

There are a lot of factors involved in this (quality of leads, VoIP provider, number of agents, dial method and etc). You might need to play with your settings every now and then to achieve the results you are looking for. Alternately, if you need professional support just send us an email at .

RE: Ideal time - Added by James Lagardo almost 11 years ago

HI
As i have mentioned earlier that the IDEAL time is more and my agents are sitting ieal for longer time, during that time in asterisks I get an error as DEADAGI, i 'm not able to understand, what is the error which is causing this error.
Below are the attachments of the error.

Download all files
Dead_AGI.png (64.2 KB) Dead_AGI.png
Dead_AGI.png (64.2 KB) Dead_AGI.png

RE: Ideal time - Added by Levy Ryan Nolasco almost 11 years ago

Hi James,

As mentioned on the previous post, A lot of factors can affect the agent idle time. You need to check your Lead list disposition what is being dialed and disposed by your dialer, Is it all a good set of leads. How many agents do you have, What is the load average of your server when you encounter the issue. You can also consider you bandwidth consumption, you might have eaten up all your bandwidth.

The dead AGIs = hangups. End of calls whether answered or not.

Regards,
Ryan

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