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Agent goes to Idle state although the customer records are available in contact list

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  • 1.  Agent goes to Idle state although the customer records are available in contact list

    Posted 02-23-2023 04:56
    No replies, thread closed.

    Hi Team,

    We are using preview dialing mode in 3 running Outbound campaign with same queue. 

    We could see the agents are in idle state for more than 2 min although the customer records(leads) are available in the calling list.

    Regards,

    Saravanan


    #Outbound
    #PlatformAdministration
    #Routing(ACD/IVR)
    #Telephony

    ------------------------------
    Saravanan D
    Individual Only Contact Account
    ------------------------------


  • 2.  RE: Agent goes to Idle state although the customer records are available in contact list

    Posted 02-23-2023 10:03
    No replies, thread closed.

    Try exporting the list and see what the system fields for callable and if they were skipped for any reason.  See also if there is a number formatting issue.



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