Setting up your computers
The Performance tab in the dialer admin system lets you keep an eye on the progress of your phoning in real time, both at the campaign level and phoner by phoner.
You will see a list of your campaigns. Click on one of the campaigns to see its agents (phoners) in the bottom area of the screen.
AO / AR - agents online and agents ready - this tells you how many agents are currently logged in to this campaign, and how many of them are ready to take a call right now.
DL / LiU - Dial Lines and Lines in Use - this tells you how many lines the dialer is using for this campaign. DL is the line ratio - the number of lines being used for each available agent. Lines in Use is the total number of lines currently in use.
Cn / CnR - how many calls the has dialer connected through to the agents. Cn is the total number and CnR is the percentage of the total number of calls dialed.
C / CR - how many contacts the agents have made - C is the total number and CR is the percentage of all connects that became contacts. Your account can be configured to specify which call dispositions are counted as contacts; the default setup is to count any yes-no-undecided-refused response to the first question as a contact.
H - calls on hold. On outbound dialing, not relevant (occasionally shows a small number above zero, as calls are being handed off to agents).
D / %D - dropped calls. These are calls that were connected to a person on the line, but there were no agents available to take the call, so the dialer had to hang up the call. A small number of dropped calls is normal, but these calls are a wasted opportunity and annoying to the people on the receiving end.
Total - this is the total number of calls dialed since the campaign was started for this session.
AW / MW - average wait and maximum wait, measured in seconds. This calculates the average length of time that your agents are waiting now between calls. Max wait looks at the agent who has currently been waiting the longest.
See "How can I adjust the speed of my campaign?" for more information about these numbers.
These final numbers indicate how many busy signals, answering machines detected, no answer, operator intercepts, and faxes the dialer has called during this session.
The RED and GREEN icons indicated whether the campaign is currently STOPPED or STARTED.
The lower half of the screen allows you to watch agent activity, showing the agents' current status, how long they have been in that status, and the total number of calls and contacts they have handled since they logged in most recently.
About Answering Machine Detection
PDI - PDI-Q integration