Please heelp ! Distribution of DNC and AM to agents.
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 ,
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.
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 ?
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.
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
What countries they are calling?