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Please heelp ! Distribution of DNC and AM to agents.

Added by Jan Delle over 4 years ago

I changed ,, Next agent call '' to ,, Fewest calls ''

At the end of the day , for example 3 agents got :

1 agent - 200 calls - 30 DO NOT CALLS ( people that answered) - 170 AM
2 agent - 200 calls - 30 DO NOT CALLS ( people that answered) - 170 AM
3 agent - 200 calls - 90 DO NOT CALLS ( people that answered) - 110 AM

How can I manage the distribution of AM and DNC ( people that answered)
...because at the end of the day every time an agent is getting more clients and less answering machines.

Pleasee help ,
thanks !!!


Replies (5)

RE: Please heelp ! Distribution of DNC and AM to agents. - Added by Jackie Alfonso over 4 years ago

Hi Jan Delle,

Please try to change it to LONGEST WAIT TIME. please make sure all the agent level is set to level 1 as well.

Thank you!

RE: Please heelp ! Distribution of DNC and AM to agents. - Added by Jan Delle over 4 years ago

Yes , I tried LONGEST WAIT TIME and others for ,, Next agent call'' , but it's the same.
Agent levels are all 1.

I still can't understand why an agent gets more AM than others every day ?

RE: Please heelp ! Distribution of DNC and AM to agents. - Added by Wittie Manansala over 4 years ago

Hi,

AMD (Answering Machine Detection) can detect 70% of answering machine, if AMD is enable on your campaign. If you still receiving more AM try you may want to try changing Dial Timeout between 21-26 and see if results improve. And make sure your call time is set to 9am-9am or not 24hrs.

THanks

RE: Please heelp ! Distribution of DNC and AM to agents. - Added by Jan Delle over 4 years ago

And make sure your call time is set to 9am-9am or not 24hrs.

So it should be 9am-9 am instead of 24hrs ?

Some agents are calling from 5 am

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