Predictive auto dialing system
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To troubleshoot the issue with agents waiting too long for a call, please perform the steps below.
Check if user groups are built correctly.
You can use the group fetch simulator to test how many leads are available for your groups to call. If the number of available leads is too small, your group filters could be an issue.
For more information, please refer to the User Groups, Skill Groups, Tags, and Roles article.
On the Call Records List page, you can see the most recent calls made by the Dialer. If you can see many system statuses in the Status column (e.g., No Answer, Busy, etc.), it means that the system is calling leads, but they are not answering.
For more information, please refer to the Call Records List Report article.
Generate a Call Analytics report for the time period you wish to check the total and successful calls, call durations, ACD values, and other data.
As an example, you can select the past 30 minutes in the Period and add hours and minutes in extra time options; select user, campaign, and status after in Group; select user, campaign, status after, total calls, successful calls, ACD and other parameters in Columns.
You can see a high level of No Answer and Failed to Connect statuses in the generated report.
For more information, please refer to the Call Analytics Report article.
If the issue persists, please submit a support ticket. Provide support with at least five call data samples (including phone number and timestamp) of the failed to connect calls for checking.
Reach out to our support teamOpen a ticket