Symptom / Need

Automated or predictive dialing campaigns either fail to make calls or process records, or they dial very slowly (one at a time), resulting in periods of inactivity. This behavior occurs even when the system indicates that there are pending records to process and agents are assigned and supposedly available to handle the calls.

Context / Scenarios

This problem arises in automated campaigns associated with a specific customer service skill, where the processing of the dialing database depends directly on the availability and connection status of the agents linked to that skill.

Answer / Solution

To resolve this incident, a sequential diagnostic and corrective protocol must be followed. Initial validation actions and evidence collection are fundamental parts of the resolution:

Step 1: Technical Configuration Checklist

If the campaign has agents connected and is not automatically dialing, first validate these three parameters within the campaign administration in Wolkvox Manager:

• Campaign Type: Verify that it is explicitly set to "Predictive" mode in the Campaigns module.
• Dialing Speed (Pacing): Confirm that the speed percentage is within the range allowed by the platform, which is from 10% (minimum) to 120% (maximum). A value outside this range or incorrectly configured will stop or severely affect automatic dialing.
• Answering Machine Detection (AMD): Ensure that the AMD (Answer Machine Detection) functionality is enabled. This setting is vital for the system to filter voicemails and deliver only human-speaking calls to agents.

Step 2: Initial Validation and Evidence Collection Actions

1. Dialing audit: Upon receiving the report, validate the behavior of the affected campaigns by reviewing the dialer activity and verifying if records are actually being processed in real time.
2. Collection of examples: Proceed to gather specific information on the affected campaigns, identifying the times of the failure and the records that are not being processed to delve deeper into the analysis.
3. Confirm agent availability: Carefully check if the system correctly detects the agents assigned to the skill.

It is believed that when only one agent is available in the campaign skill and that agent experiences disconnections and intermittent service, the automatic dialer fails to detect them correctly. Interpreting this as a lack of available personnel to receive calls, the system suspends dialing and leaves the calls in the queue unprocessed.

Step 3: Action Plan

1. Connecting additional agents: Request the supervisor or manager of the operation to associate and enter more advisors into the campaign.
2. Flow verification: Once the additional agents are connected, confirm together with the client that the records begin to be processed and that predictive dialing resumes as normal.

Recommendations

• ⚠️ Risk of operating with a single agent: It is not recommended under any circumstances to operate campaigns that handle a considerable volume of records with a single active agent, since with any involuntary disconnection or change of status (auxiliary / break) or micro cut of connectivity, the processing of the data will stop immediately.
• Optimal number of agents: To ensure operational continuity and fluidity in the predictive dialing engine, it is advisable to maintain a base of more than six agents connected and available simultaneously in the campaign.

Keep in mind

Each campaign acts as a predictive tool if it has 6 or more agents associated with the skill; otherwise, it functions as a progressive tool. This means it will only call agents one by one as they become available.