Hi all, 

I was wondering if anyone has had any success with running a single contact list and from that a blended and a separate dedicated running at the same time. 

What is happening is that most of the calls are allocated to the blended campaign as it has more staff in it even though they are busy with inbound. 

The ratio of agents is 10 in blended to 5 in dedicated. 

Ideally we would like to be able to just take from the pool as required or even the allocation better as at the moment 80% is being allocated into the blended campaign. 

Thanks for any help you can offer.
#PlatformAdministration
#SystemAdministration

------------------------------
Terry Dales
NTT Australia Pty Ltd.
------------------------------

How is your agent reservation with that Blended?

------------------------------
Jorge Cornejo
E-Business Distribution Peru S.A.
------------------------------

Original Message:
Sent: 10-06-2020 20:14
From: Terry Dales
Subject: Outbound blended & dedicated campaign

Hi all,

I was wondering if anyone has had any success with running a single contact list and from that a blended and a separate dedicated running at the same time.

What is happening is that most of the calls are allocated to the blended campaign as it has more staff in it even though they are busy with inbound.

The ratio of agents is 10 in blended to 5 in dedicated.

Ideally we would like to be able to just take from the pool as required or even the allocation better as at the moment 80% is being allocated into the blended campaign.

Thanks for any help you can offer.
#PlatformAdministration
#SystemAdministration

------------------------------
Terry Dales
NTT Australia Pty Ltd.
------------------------------

Hi Jorge, 

The Agent reservation has been set to 1 at this time. 

We are looking to change [OCS] ignore-empty-group to true and adjusting the buffer value on the blended campaign. 

Thanks for any help you can offer.

------------------------------
Terry Dales
NTT Australia Pty Ltd.
------------------------------

Original Message:
Sent: 10-07-2020 07:38
From: Jorge Cornejo
Subject: Outbound blended & dedicated campaign

How is your agent reservation with that Blended?

------------------------------
Jorge Cornejo
E-Business Distribution Peru S.A.

Original Message:
Sent: 10-06-2020 20:14
From: Terry Dales
Subject: Outbound blended & dedicated campaign

Hi all,

I was wondering if anyone has had any success with running a single contact list and from that a blended and a separate dedicated running at the same time.

What is happening is that most of the calls are allocated to the blended campaign as it has more staff in it even though they are busy with inbound.

The ratio of agents is 10 in blended to 5 in dedicated.

Ideally we would like to be able to just take from the pool as required or even the allocation better as at the moment 80% is being allocated into the blended campaign.

Thanks for any help you can offer.
#PlatformAdministration
#SystemAdministration

------------------------------
Terry Dales
NTT Australia Pty Ltd.
------------------------------

For what you describe, your second, non-blending group isn't as busy as the blended one?
Because, if in group A you have 100 agents (1 only chosen for inbound) and the other has only 10 agents, obviously you are saying the platform in reference to group 100 ​that it has 99 agents for Outbound (even with Inbound calls) so he does the buffering for those 99.
However, for the agent group B of 10, your agents should still have a busy hit ratio, each work mode of them doesn't affect each other in Busy Factors.

So as long as your agents in B are busy you shouldn't concern on how many records each group consume as obviously A will reserve more​ by their size and B will reserve less.
What matters if the busy factor for your agents, which is action Control from supervisor.

------------------------------
Jorge Cornejo
E-Business Distribution Peru S.A.
------------------------------

Original Message:
Sent: 10-08-2020 01:03
From: Terry Dales
Subject: Outbound blended & dedicated campaign

Hi Jorge,

The Agent reservation has been set to 1 at this time.

We are looking to change [OCS] ignore-empty-group to true and adjusting the buffer value on the blended campaign.

Thanks for any help you can offer.

------------------------------
Terry Dales
NTT Australia Pty Ltd.

Original Message:
Sent: 10-07-2020 07:38
From: Jorge Cornejo
Subject: Outbound blended & dedicated campaign

How is your agent reservation with that Blended?

------------------------------
Jorge Cornejo
E-Business Distribution Peru S.A.

Original Message:
Sent: 10-06-2020 20:14
From: Terry Dales
Subject: Outbound blended & dedicated campaign

Hi all,

I was wondering if anyone has had any success with running a single contact list and from that a blended and a separate dedicated running at the same time.

What is happening is that most of the calls are allocated to the blended campaign as it has more staff in it even though they are busy with inbound.

The ratio of agents is 10 in blended to 5 in dedicated.

Ideally we would like to be able to just take from the pool as required or even the allocation better as at the moment 80% is being allocated into the blended campaign.

Thanks for any help you can offer.
#PlatformAdministration
#SystemAdministration

------------------------------
Terry Dales
NTT Australia Pty Ltd.
------------------------------

Hi Jorge, 

That is our problem not enough calls are being held for the dedicated campaign and they are waiting extended periods.

I am trying to see if there is a load balancing setting that we can adjust or anything similar that may assist.

------------------------------
Terry Dales
NTT Australia Pty Ltd.
------------------------------

Original Message:
Sent: 10-08-2020 09:49
From: Jorge Cornejo
Subject: Outbound blended & dedicated campaign

For what you describe, your second, non-blending group isn't as busy as the blended one?
Because, if in group A you have 100 agents (1 only chosen for inbound) and the other has only 10 agents, obviously you are saying the platform in reference to group 100 ​that it has 99 agents for Outbound (even with Inbound calls) so he does the buffering for those 99.
However, for the agent group B of 10, your agents should still have a busy hit ratio, each work mode of them doesn't affect each other in Busy Factors.

So as long as your agents in B are busy you shouldn't concern on how many records each group consume as obviously A will reserve more​ by their size and B will reserve less.
What matters if the busy factor for your agents, which is action Control from supervisor.

------------------------------
Jorge Cornejo
E-Business Distribution Peru S.A.

Original Message:
Sent: 10-08-2020 01:03
From: Terry Dales
Subject: Outbound blended & dedicated campaign

Hi Jorge,

The Agent reservation has been set to 1 at this time.

We are looking to change [OCS] ignore-empty-group to true and adjusting the buffer value on the blended campaign.

Thanks for any help you can offer.

------------------------------
Terry Dales
NTT Australia Pty Ltd.

Original Message:
Sent: 10-07-2020 07:38
From: Jorge Cornejo
Subject: Outbound blended & dedicated campaign

How is your agent reservation with that Blended?

------------------------------
Jorge Cornejo
E-Business Distribution Peru S.A.

Original Message:
Sent: 10-06-2020 20:14
From: Terry Dales
Subject: Outbound blended & dedicated campaign

Hi all,

I was wondering if anyone has had any success with running a single contact list and from that a blended and a separate dedicated running at the same time.

What is happening is that most of the calls are allocated to the blended campaign as it has more staff in it even though they are busy with inbound.

The ratio of agents is 10 in blended to 5 in dedicated.

Ideally we would like to be able to just take from the pool as required or even the allocation better as at the moment 80% is being allocated into the blended campaign.

Thanks for any help you can offer.
#PlatformAdministration
#SystemAdministration

------------------------------
Terry Dales
NTT Australia Pty Ltd.
------------------------------