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  • 1.  Outbound Campaigns - Dialler interactions aren't going to idle agents

    Posted 10-10-2024 07:58
    No replies, thread closed.

    Hi all, 

    We are experiencing an issue with our outbound dialler campaigns. We use preview diallers to present agents with Salesforce case details, allowing them to review the case before calling the customer with an update. Recently the diallers have been running slow and we have noticed that even when there are 2 or 3 agents idle, the interactions are not presented to them. 

    Any idea what could be causing this?

    Thanks!!


    #Outbound

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    Amy Thomson
    Heineken UK Limited
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  • 2.  RE: Outbound Campaigns - Dialler interactions aren't going to idle agents

    Posted 10-10-2024 12:33
    No replies, thread closed.

    Hi Amy,

    I cant think of anything off the top of my head that would cause it to slow down, as long as there are idle agents and enough valid interactions to be presented.  Have any configuration changes been made to the campaign or the agent utilization etc?  If nothing has been changed and you have examples it maybe worth of a case with customer care.

    Dialer is not my strong point, so someone else may have a better idea of what could cause this



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Outbound Campaigns - Dialler interactions aren't going to idle agents

    Posted 10-11-2024 01:36
    No replies, thread closed.

    Hi Amy, 

    Agents set wrap-up code then they don't take a new call ? 

    Can you give more detail about your preview call proccess ? 

    Thanks.



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    Tayfun DUMLUPINAR
    AgeSA Hayat ve Emeklilik A.S.
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  • 4.  RE: Outbound Campaigns - Dialler interactions aren't going to idle agents
    Best Answer

    Posted 10-15-2024 05:32
    No replies, thread closed.

    Several things to look at.  First, we find agents not completing callbacks by closing the callback.  This can be automated in the Queue settings for Callback.  Second, you might look at your contact list to see if calls are being skipped for time zone skipping.  Third, if you are using skills to route or dial contacts, this could be a problem.  Check your contact list for this or the Queue Activity for wait reason.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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