Mike.Chavez | 2019-07-05 17:53:09 UTC | #1
Hello, we are having some trouble with implementing a dynamic mode assignment for our campaign. Our setup is this:
We currently have a campaign setup as our Aggressive Campaign. These are calls that we want to be dialed in Power Mode. Because of the functionality of the Power Mode, it is slow to back off on the number of calls made per agent to respect Drop Rate. We know that to be effective at using Power Mode we need to have at least 10 agents minimum on-queue. However, during the beginning of the day/end of day and lunch breaks, we may not have 10 agents on-queue and need to be able to dynamically turn down the aggressiveness of the dialing instantly.
Our basic assumption is that we need to be able to turn the campaign between Progressive and Power modes based on the # of agents on-queue. The problem is that we can not adjust the dialer mode without turning off the campaign and waiting for calls to completely drain which result in agents not being effective until the campaign turns on again.
We need a way to either change dialer modes without turning off the campaign or be able to control the algorithm that Power Mode uses to be more responsive or manually set to 1-1 calling (basically Progressive Mode).
Are there any suggestions on how to get this functionality?
system | 2019-08-05 17:53:12 UTC | #2
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