Hi All
The below question applies to the Progressive Outbound Dialler.Does anyone experience intermittent latency between the time a call is
identified as 'live voice' and the time the call is
physically connected to the available agent?
For example: Agent A on queue and available for an interaction, the progressive dialler calls one contact and identifies this as 'live voice'. The interaction is routed to Agent A however it takes 5 seconds for the agent to physically connect to the call. By the time the call is connected, the customer has already hung up.
For the above example, Agent A was on 'auto-answer' and was readily available to answer the call. The agent uses the SIP Softphone configuration.
Does this happen to anyone else? Does anyone know what causes this and how to alleviate this? This is obviously a very poor customer experience.
I've already logged a job with support however would like to see if anyone has any tips.
Thanks
#Outbound#Routing(ACD/IVR)------------------------------
[Peter] [Dimatulac]
[BizCover][Workforce Optimisation Manager][Australia]
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