IC 2017 R3 Patch 5 with Dialer 4.0
We are running a Preview campaign with 13,000 records and one phone number per record. 69 Total Agents and 92 Lines.
We are experiencing an issue where a call is not being presented to an Agent in a timely fashion. It is taking more than two minutes and some reports of over 5 minutes for the Agents to get another call after dispositioning their previous call. The Agents all have the Status Campaign Call and Follow up and the associated workgroup has no Follow up status or on call Status set.
It is reported the Agents can click the “Request Break” button and then make themselves available again right away and then they will be presented with a new preview.
We are not using any skills.
Any help would be greatly appreciated!