Hello I have outbound team with 30 agents that are doing predictive mode and in the morning everything is fine, but in afternoon and evening waiting time is high(average around 2 minutes), I have tried everything, currently I have set optimization parameter: average waiting time to 5 sec, still no results.
Here are my other parameters on application level and their settings:
agent-reassignment-if-waiting-ports TRUE
agent-reassignment-if-waiting-records TRUE
beep-on-merge FALSE
check_dnc_list TRUE
cpd-on-connect TRUE
divert_to_unknown_dn FALSE
predictive_callback FALSE
predictive_hot_start FALSE
predictive-longcalls-truncation FALSE
transfer_to_unknown_dn FALSE
agent-assignment-max-num 0
agent-reassignment-if-waiting-ports-timeout
am-beep-detection FALSE
call_answer_type_recognition
call_timeguard_timeout
call_transfer_type
campaign-callback-distr
channel_num 0
dynamic-port-allocation FALSE
engaged_answer_action
engaged_release_action
http-connection-pool-size
http-response-timeout
ignore-empty-group
merge-method
ocs_group
on-bridging-unable
outbound_answer_action
outbound_release_action
pa-hitratio-min
pa-safe-dialing FALSE
pa-selfcheck-interval
pa-selfcheck-odr-threshold
predictive_algorithm
predictive_inbound_rate
predictive_outbound_call_duration
preview_release_nocontact_action
progressive_blending_reserved_agents
progressive_blending_reserved_status
recall-on-unload
remote_release_action
time-to-ready-tolerance
treatment_sched_threshold
update_all_records
validation-timeout-call-result
agent_logout_preview_call_result 39
call_wait_connected_timeout 30
call_wait_in_queue_timeout 120
inbound_agent_outlier_limit 276
inbound-agent-assignment-min-num 0
inbound-agent-assignment-priority 0
outbound_agent_outlier_limit 150
predictive_hit_ratio 70
predictive_inbound_call_duration 280
predictive_max_overdial_rate 10
history_length 60
agent_preview_mode_start FALSE
call_wait_agent_connected_timeout 6
call_wait_original_establish_timeout 4
callback-observe-group FALSE
cancel-on-desktop TRUE
check_dnc_callback FALSE
cpd-recording FALSE
CPNPlan 0
CPNPresentation 0
CPNScreening 0
CPNType 0
dialer-num-attempts 3
dialer-ttl 5
dialing_rate_limit 100
direct-personal-callback TRUE
force-unload-wait-db FALSE
hard_request_to_login_dn FALSE
interaction-media-type outboundpreview
pa-dial-expire 2
pa-handle-expire 30
pa-handle-time-consider 1800
pre-dial-validation FALSE
record_processed TRUE
record_save_intermediate_results TRUE
snapshot_interval 600
stale_clean_timeout 30
On campaign level:
Number of channels 30
minimum record buffer size 4
optimal record buffer size 6
maximum queue size 0
Do you see something that I need to change, any other recommendations what to do, where to look, thank you.
