Solution Detail Slow calls or No Calls being received by Agents

Symptoms The dialer seems to have slow calls, have long available times in between calls, or sometimes no calls at all. It takes 1-10 or so minutes before they will receive another call. For inbound campaigns, Agents are not getting calls even if they are already on READY mode. Resolution/Solution Check for the following: - Exhausted list (try adding a new list, increase number of attempts in profile, run reports to verify if the dialer is dialing System Dispositions already) - Agents are not in ready state (agents should go off break) - Campaign is in training mode (should run it either in Basic or Advance mode) - Campaign isnt running (should run it either in Basic or Advance mode) - Time (in Outbound, basic mode runs from 8am 9pm) - Incorrect skills assignment (may have assigned incorrect skills) - For INBOUND calls: Incorrect configuration of IVR (you can call Customer Support to help you check your IVR setup) If due to exhausted list issue, common reasons for this behavior are: - the dialer has reached the bottom of the list and would be cycling back up to the top of the list or would be proceeding to the next list associated in the campaign. - over the last pass of the dialer on the list, all dial attempts made were dispositioned by the system. To check if the list is exhausted or to check if the campaign/s is really dialing, you can run reports. Most common reports for this would be CallLogs or Outbound List Status reports. Best Practices / Recommendations: This behavior does not mean the dialer is inconsistent, as its performance also depends on quality of the List/s associated to each of your Campaigns. The Dialer cannot control if the party you are calling refuses to answer the call. For this instance, the best solution for the long wait time or interval in between calls is to update your existing List for the Campaign you are running or upload a new one. The dialer may no longer be detecting new numbers to dial, meaning numbers that are not yet given a "Disposition" by the Campaign, so calls are coming in slow to your Agents. You may also use the "Reset Dispositions" feature of the the Campaign. You can only choose to reset the numbers that where given a specific Disposition already by your Campaign, like for example the "No Answer" dispositions as well as "Busy Numbers". This will instruct the dialer to call those numbers again. However, if the party you are trying to reach refuses to answer the call again, it will result in a "No Answer" Disposition again.

Solution Detail VCC 7.0 - Campaign State shows message "waiting for numbers" in the Supervisor
Symptom(s) There is no call activity even though there are still available numbers and under the current action column it shows the the dialer is "waiting for numbers". Root Cause The Minimum Duration Before Redialing CRM Record (HH:MM) was set too long. Resolution/Solution 1. Launch Five9 Administrator application 2. Go to campaign properties 3. Click on Dialing tab 4. Adjust Minimum Duration Before Redialing CRM Record (HH:MM) Important Note: Timezone on the lists also does matter on this issue. If the only remaining numbers on the lists are all in Eastern Time Zone. At 9PM EST, campaign current action will change to "waiting for numbers". This means, campaign is waiting for a valid time to call Eastern time zone again.