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ContactNow: High Wait Time Causes
8x8 Support Knowledge Base

ContactNow: High Wait Time Causes

Symptom

When you dial in predictive and progressive mode the dialler makes calls in the background, and assigns them to agents when the call is connected to a customer. This is why agents do not see or hear the calls dialling. You can see calls being made from the Wallboard, however sometimes if you're having problems making calls it could be a result of high wait times be sure to check the following items.

Applies To

ContactNow Predictive and Progressive Modes

Resolution

This is expected dialler behaviour. See the below causes for further information.

Cause

Background Call Activity

One of the primary causes of high wait times are calls simply not being connected to agents. The dialler could very well be making calls for your agents, but no one is picking up. Firstly, check the dial mode of the queue your agents are making calls from, and then check your contact center analytics if it appears that your queue configuration is correct.

Check the Queue Dial Mode

The data may be dialling in the background if the dialling mode is set to Predictive. To check which dialling mode your outbound queue is set:

  1. Hover over the Configuration icon.
  2. Select Agents, Teams and Queues.
  3. Select the Queues tab.
  4. Click the gear icon on the right hand side of the queue you wish to edit.
    configuration-agentsteamsqueues-queues-menu.png
     
  5. Select the Settings tab, and check to see if it is set to Predictive.
    dialmode-500x106.jpg
     

Check Call Analytics

Although an agent may be seeing a "Waiting" screen, the call logs can be checked to see if the dialler is functioning correctly in the background. Admins, or Supervisors, can view these reports in Analytics > Calls.

In the below example, the Result filter has been selected to show All calls (Answered and Unanswered). Other filters may be changed at this time, depending on your search requirements.

High_Call_Times.png

In this screenshot, you can see records that don't have a name against them (no agent assigned to it). This indicates that the dialler has been dialling records in the background, and is functioning correctly, but was unable to connect the call. This could either be because the number was perhaps invalid or disconnected, e.g. Dead Line: UNALLOCATED, or that the dialer used our Answer Machine Detection (AMD) system to detect an Answer Machine, e.g. Answer Machine (Dialer).

High Rate of Abandoned Calls

The dialler is designed to slow down when the number of calls abandoned goes above 3 per cent of all calls made for the day on each queue. This reduces the amount of predictive calls being made and can cause agents to wait longer for another call to be passed to them.

If the abandon rate becomes too high the predictive dialling mode will automatically switch to progressive. This is so the dialler can make calls knowing an agent is available to take them. When the abandon rate drops back down the dialler will automatically switch back to predictive.

Low Contact Rate Data

The data you imported will be deemed as low contact rate data if it has a low answer rate. This can be caused by connecting to too many Answer Machines. The dialler will detect Dead Lines due to carrier problems or the number/device being out of service, or No Answers due to customers not picking up.

When the dialler is in predictive and progressive mode then it will make calls depending on how many agents are available and when it predicts the agents will be ready for another call. If the dialler experiences periods of low contact rate data it will need to make more calls before it can reach a live customer to pass to an agent. While this happens agents will wait in Available. You can monitor the amount of outbound calls being made by the dialler on the Wallboard.

To view your wallboard hover over the Analytics icon and select Wallboard.

analytics-wallboard_0-500x161.png

Data Available Later

The data that is displayed as Available Now indicates how many records are immediately available. Data that is showing as Available Later indicates how many records have a call back set for the future. This could be because an agent has set a scheduled callback, or the customer could not be contacted, and the dialler has applied a retry try to the record (Answer Machine, Dead Line, No answer).

To view your data hover over the Data icon and select Dataset Management. 

Ensure the right campaign is selected.


When you hover over the progress bar you will be able to see the status of your live data.

data-datasetmanagement-dataset-details_1.png

If there is data that is Available Later the dialler will only call these records, only after the callback time has passed. 

Data that displays as Available Later may be causing high wait times as the records as of yet cannot be redialled. The retry times set on the outbound queue will determine when they become available again to be dialled and they will then be displayed as Available Now.

To set or edit retry times for an outbound queue hover over the Configuration icon, select Agents, Teams and Queues and then go to the Queues tab. 

configuration-agentsteamsqueues-queues-menu.png

Click the gear icon of the outbound queue from the right hand side and select Edit. Then go to the Retry Times tab. 

configuration-agentsteamsqueues-queues-outbound-edit-retrytimes-500x341.png

You will now be able to change the time between calls within Ofcom regulations (No answer, Busy, Dead line, Answer Machine and Abandon).

Unavailable Agents

The dialler will be most efficient when agents spend as little time in idle or disposition as possible. To check the status of your Agents, go to your dashboard and view the Agents in status widget to get an overview of all your Agent’s statuses. 

Force agent available will force your agents into available when they log in and after every call. 

 

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