Genesys Cloud - Main

Yesterday afternoon into today our predictive calling seems to have significantly slowed, with agents spending more and more time in between calls. Since implementing the 'set stage' action in my scripts a couple of months ago, the pace has been fairly consistent until now. I'm curious if others have experienced something similar, and/or for any possible explanations/suggestions/recommendations. There has not been any significant change in the list itself, the number of agents, or the campaign settings. I'm stumped. I'll also note that our power campaign is continuing to run with the efficiency.
#Outbound

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Emily Kammerer
Ascendium Education Group, Inc.
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Have you evaluated the results of your calls? How many attempts have you made on the data, have you completed/contacted a large percentage of it? the call results usually show the best indication of what may be the issue - a higher level of no answers or dead lines for example. If the data is more than 50% through then the vast majority of what you have left will have a higher number of non-connects as a result.

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Gordon Thomson
Actavo
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Thanks, Gordon, for the response. The raw number of calls dropped quite a bit, but there were no significant changes in right party contacts. That's what's got me wondering exactly what's going on. It's as though the speed of the campaigns reverted back to how it was before I put in the 'set stage' actions. Where a particular campaign may have taken an hour or two to complete, it is now taking 3-4 hours or more with no change in call results.
In an interesting turn of events, it seems to be getting a little better despite me having made no changes.

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------

Original Message:
Sent: 10-17-2019 06:27
From: Gordon Thomson
Subject: Predictive Slowdown

Have you evaluated the results of your calls? How many attempts have you made on the data, have you completed/contacted a large percentage of it? the call results usually show the best indication of what may be the issue - a higher level of no answers or dead lines for example. If the data is more than 50% through then the vast majority of what you have left will have a higher number of non-connects as a result.

------------------------------
Gordon Thomson
Actavo
------------------------------

Hi Emily,

 Glad it's getting better- but i can completely see why you really need to know what it was that caused the down turn in productivity. On one separate point the availability of agent resources has a huge impact on the raw number of calls that can be launched, as i'm sure you know - did the number of people you have in drop, or did they perhaps spend more time off-queue in an unavailable status?

------------------------------
Gordon Thomson
Actavo
------------------------------

Original Message:
Sent: 10-17-2019 08:58
From: Emily Kammerer
Subject: Predictive Slowdown

Thanks, Gordon, for the response. The raw number of calls dropped quite a bit, but there were no significant changes in right party contacts. That's what's got me wondering exactly what's going on. It's as though the speed of the campaigns reverted back to how it was before I put in the 'set stage' actions. Where a particular campaign may have taken an hour or two to complete, it is now taking 3-4 hours or more with no change in call results.
In an interesting turn of events, it seems to be getting a little better despite me having made no changes.

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------


Original Message:
Sent: 10-17-2019 06:27
From: Gordon Thomson
Subject: Predictive Slowdown

Have you evaluated the results of your calls? How many attempts have you made on the data, have you completed/contacted a large percentage of it? the call results usually show the best indication of what may be the issue - a higher level of no answers or dead lines for example. If the data is more than 50% through then the vast majority of what you have left will have a higher number of non-connects as a result.

------------------------------
Gordon Thomson
Actavo

That's the thing... there was no significant change in the number of agents or how they were spending their time. It's a real head scratcher. While I'm glad it self-corrected, it's nonetheless unsettling. I think at this point I'm going to have to hope it was a weird fluke, and if it happens again I may just open up a case.

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------

Original Message:
Sent: 10-17-2019 09:29
From: Gordon Thomson
Subject: Predictive Slowdown

Hi Emily,

 Glad it's getting better- but i can completely see why you really need to know what it was that caused the down turn in productivity. On one separate point the availability of agent resources has a huge impact on the raw number of calls that can be launched, as i'm sure you know - did the number of people you have in drop, or did they perhaps spend more time off-queue in an unavailable status?

------------------------------
Gordon Thomson
Actavo
------------------------------


Original Message:
Sent: 10-17-2019 08:58
From: Emily Kammerer
Subject: Predictive Slowdown

Thanks, Gordon, for the response. The raw number of calls dropped quite a bit, but there were no significant changes in right party contacts. That's what's got me wondering exactly what's going on. It's as though the speed of the campaigns reverted back to how it was before I put in the 'set stage' actions. Where a particular campaign may have taken an hour or two to complete, it is now taking 3-4 hours or more with no change in call results.
In an interesting turn of events, it seems to be getting a little better despite me having made no changes.

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.


Original Message:
Sent: 10-17-2019 06:27
From: Gordon Thomson
Subject: Predictive Slowdown

Have you evaluated the results of your calls? How many attempts have you made on the data, have you completed/contacted a large percentage of it? the call results usually show the best indication of what may be the issue - a higher level of no answers or dead lines for example. If the data is more than 50% through then the vast majority of what you have left will have a higher number of non-connects as a result.

------------------------------
Gordon Thomson
Actavo

Weird - have you checked there was no significant GoS error level increase, or other kind of network level/Telecoms outage?

------------------------------
Gordon Thomson
Actavo
------------------------------

Original Message:
Sent: 10-18-2019 09:18
From: Emily Kammerer
Subject: Predictive Slowdown

That's the thing... there was no significant change in the number of agents or how they were spending their time. It's a real head scratcher. While I'm glad it self-corrected, it's nonetheless unsettling. I think at this point I'm going to have to hope it was a weird fluke, and if it happens again I may just open up a case.

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------


Original Message:
Sent: 10-17-2019 09:29
From: Gordon Thomson
Subject: Predictive Slowdown

Hi Emily,

 Glad it's getting better- but i can completely see why you really need to know what it was that caused the down turn in productivity. On one separate point the availability of agent resources has a huge impact on the raw number of calls that can be launched, as i'm sure you know - did the number of people you have in drop, or did they perhaps spend more time off-queue in an unavailable status?

------------------------------
Gordon Thomson
Actavo


Original Message:
Sent: 10-17-2019 08:58
From: Emily Kammerer
Subject: Predictive Slowdown

Thanks, Gordon, for the response. The raw number of calls dropped quite a bit, but there were no significant changes in right party contacts. That's what's got me wondering exactly what's going on. It's as though the speed of the campaigns reverted back to how it was before I put in the 'set stage' actions. Where a particular campaign may have taken an hour or two to complete, it is now taking 3-4 hours or more with no change in call results.
In an interesting turn of events, it seems to be getting a little better despite me having made no changes.

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.


Original Message:
Sent: 10-17-2019 06:27
From: Gordon Thomson
Subject: Predictive Slowdown

Have you evaluated the results of your calls? How many attempts have you made on the data, have you completed/contacted a large percentage of it? the call results usually show the best indication of what may be the issue - a higher level of no answers or dead lines for example. If the data is more than 50% through then the vast majority of what you have left will have a higher number of non-connects as a result.

------------------------------
Gordon Thomson
Actavo