When viewing the General Leads queue, you can select a dialer speed for a playlist by moving the mouse cursor over the current speed to reveal all of the existing speed plans. The selection of Queue default means that the playlist will use whatever speed plan is chosen as the Queue Speed on the Configuration tab for the General Leads queue.
When Automatic Speed is enabled for a speed plan, the dialer will still start off by following the speed plan's sliders (discussed below). After 2 calls have connected (been answered and not detected as an answering machine), the dialer will begin to adjust the CPA (Calls Per Agent) based on the Abandon Threshold. It will aim to keep the abandon rate at the Abandon Threshold you set. Raising the threshold will result in shorter wait times between calls while lowering the threshold will make wait times longer.
Automatic Speed works better with larger numbers of agents. It is designed to avoid overreacting to a sudden drop in the answer rate and causing a lot of abandoned calls. If the answer rate quickly falls, then wait times will become longer for a few minutes as the dialer slowly speeds up in reaction to this.
To Enable Automatic Speed (this can also be done from the General Leads/Edit Queue: General Leads/Configuration tab)
- From the Dashboard, click on Settings in the My Account section.
- Click on Lead distribution.
- Click on Edit Background Dial speed settings.
- Click on Enable Automatic Speed.
- In the Abandon Threshold box enter a number.
- Click on Dial faster when below threshold if you want the system to dial faster when below the threshold.
- Click Dial slower when above threshold if you want the system to dial slower when below the threshold.
- Click on the Save Changes button to save your changes.
How to configure a speed plan
To configure a speed plan open the speed configuration window as per steps 1 - 3 above. You can edit an existing speed plan by selecting it from the drop-down menu or create a new speed plan by clicking on the New Plan button.
A properly configured speed plan dials faster when more agents are waiting. This is because lower answer rates result in more agents waiting at the same time, and so justify a higher speed, while fewer agents waiting means the answer rate has gone up and the dialer should slow down to avoid abandoned calls. Any slider that is improperly configured, i.e. has a lower CPA than the slider to its left, will be displayed in red to indicate that the configuration is not logical.