The two main causes of drop calls with progressive dialling are agent behaviour and inbound calls in a blended environment.
The issue was an inbound call would be automatically delivered to an agent regardless of the outbound calls being placed, this resulted in the possibility of calls been dropped in blended environments.
The feature works specifically with progressive campaigns currently and aims to have "0" drops by intelligently assigning agents to handle any progressive calls before the inbound calls are routed to them.
The feature also works in tandem with the 'Yanked' feature which is enabled on the Calling Parameters Plan associated to the Campaign.
How Does It Work?
Agents can log into blended campaigns (handling both inbound & outbound calls). Inbound calls are checked every second to see if they can be routed to an agent.
To determine if the agent is available to be routed the inbound call, the system will check to see if they are the 'Best Agent Available' and if they do not have any progressive call assigned to them at that moment in time.
If the Agent has a progressive call assigned, then checks will be made against those calls to see if they can be removed from the agent without resulting in a drop.
The high level steps are:
- Is there another agent in this campaign who can handle the progressive call?
- If not, can we hang up the progressive call as it has exceeded the minimum compliant ring time i.e. Yanked
If the user cannot receive the inbound call because none of the above conditions were met to move the progressive call, then they are skipped over until the next cycle of checking inbound calls and they will continue to handle their progressive calls as normal.
If the progressive call can be handed to another agent or the call can be 'Yanked' then the agent will be given the inbound call. Obviously, if the agent doesn't have a progressive call allocated at that time, the inbound call will come through to them.
Yanked - Calls that are pulled because of no agent disconnect. This happens when a call is hung up on by the system because there are no agents free (only with the setting on and the no agent disconnect timeout set - min 15 seconds). So, if dialling predictive/progressive and all agents busy, the system will hang up in the time set to avoid dropped calls. Yanked result code is similar to a no answer result code so it will be called again.