Dial Level Randomly Dropping to 1 then Returning

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Dial Level Randomly Dropping to 1 then Returning

Postby jor.hug » Fri Jul 06, 2018 9:10 am

I've got a bit of an odd issue that we've so far failed to troubleshoot.

We have our dial level on a campaign of about ~250 agents set to 26 daily. Recently, at seemingly random times, it's started dropping to 1 with no apparent reason. It will then immediately start rising back to 26.

Max drop is set to 3%, however we almost never hit past 0.75% ABA. RTimes were recently enabled on the campaign and it seemed as if the dial level coincided with the reset, however after further inspection it seems to occur at random times.

Any ideas? Thanks!

Install info:
Version: 2.14-655a
Build: 180213-0010
Version: 2.14-644a | Build: 171130-0036
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Re: Dial Level Randomly Dropping to 1 then Returning

Postby jor.hug » Thu Jul 12, 2018 8:38 am

At the minimum I have determined that the dropping level is unrelated to list resets. Does anyone else have any further ideas?
Version: 2.14-644a | Build: 171130-0036
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Re: Dial Level Randomly Dropping to 1 then Returning

Postby mflorell » Thu Jul 12, 2018 11:50 am

There are a few settings in the green section of the campaign detail screen that can cause this give the right circumstances, what are your green section settings?
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Re: Dial Level Randomly Dropping to 1 then Returning

Postby jor.hug » Thu Jul 12, 2018 12:11 pm

Thanks for the direction, it's a result of the Auto Dial Level Threshold. We have it set to adjust when there is below 2 agents waiting and it drops all the way to a level of 1.

We've only recently obtained enough stability on the dialers to actually reach that low of a waiting agent number so it was an odd behaviour at the time.

Is it supposed to immediately reset to a level of 1? It was my understanding that previously it slowly dropped the dial level down until the the value was above the threshold.
Version: 2.14-644a | Build: 171130-0036
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Re: Dial Level Randomly Dropping to 1 then Returning

Postby mflorell » Thu Jul 12, 2018 8:09 pm

No, the Threshold settings will immediately drop the dial level to 1 if the criteria are met.
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Re: Dial Level Randomly Dropping to 1 then Returning

Postby williamconley » Fri Jul 13, 2018 1:04 am

jor.hug wrote:Thanks for the direction, it's a result of the Auto Dial Level Threshold. We have it set to adjust when there is below 2 agents waiting and it drops all the way to a level of 1.

We've only recently obtained enough stability on the dialers to actually reach that low of a waiting agent number so it was an odd behaviour at the time.

Is it supposed to immediately reset to a level of 1? It was my understanding that previously it slowly dropped the dial level down until the the value was above the threshold.

We have an experimental module that "slowly ..." actually does apply to. It's in Beta but has a pretty good list of clients who are using it without any requested changes for several months.

Vicidial RatioManager: http://catalog.poundteam.com/product_in ... ts_id=1413

At some point, I hope a client pays the extra production time to have us clean it up, validate it against "latest" and submit it for core inclusion (and further hope that The Vicidial Group agrees to include it ...).
Vicidial Installation and Repair, plus Hosting and Colocation
SugarCRM integration - Customization and Add-ons - We Bring It All Together.
http://www.PoundTeam.com # 352-269-0000 # +44 (203) 769-2294 # +506 4001-8914
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Re: Dial Level Randomly Dropping to 1 then Returning

Postby jor.hug » Fri Jul 13, 2018 10:12 am

Thanks for the clarification. Well definitely look into the ratio manager. :)
Version: 2.14-644a | Build: 171130-0036
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