If there is only one agent logged in to the campaign and the dialer speed is set to "Ratio" with a dial level of 1 why am I getting dropped calls?
Why calls are being dropped:
- If the agent goes on pause by clicking the STOP DIALER button after dispositioning a previous call without pausing the dialer first.
- When the system sees that the agent is in a ready status, the dialer will start dialing the ratio lines set. The new call placed will continue where there would be no agent available to take that call and statusing them as a dropped call
- The system as designed is not meant to dial a ratio of 1 as it is a predictive dialer by nature and we recommend that the use of PreviewDial type and enable the Progressive Dial Seconds. Set the Progressive Dial Seconds to 1 or 2.
CLICK HERE on how to setup the Progressive Dial Seconds in Preview Mode