Bug with Campaign Manager?

I am not sure if this a bug, or simply a combination of wrong settings, but I cannot get CM to work properly when its operating mode is set to “progressive”.

I noticed that sometimes, when for example I only have two ready agents, CM might place 3 or even 5 calls if when operating in progressive mode, resulting in some abandoned calls due to agent unavailability.

I think that this stems out from the fact that when I have two agents, and CM manager places the calls for them, it might not be able to track the number of placed calls, thus it will continue to place a new call as long as an agent is available.

In other words, if it takes some time for a call to be connected to the agent, after transferring the call to the agent, CM would check the agent state, see that it is still ready, and thus place another call for it. Is it a bug? Or can it be fixed with some option?

Did anyone else experience a similar problem?

Thanks,

Vic

Vic

we experienced a similar problem with overdialling in progressive campaigns. You will find it useful to set the option “progressive_blending_reserved_agents” to 2 under campaign manager options. This means that the campaign will only dial a call if three or more agents are available avoiding overdials. This does not work if the option is set at less than 2 agents. Note however, that in small agent groups this slows the dialling too much. Ideally agent groups should be at least 10 agents.