When one agent does not have calls and another does, 3 things need to be checked
Confirm that the agent is not set to only incoming calls. This is checked on the upper right side of the screen. The arrow icon should be green. Change the arrow icon to green if red (as seen in the attached photo)
2. Future calls
Confirm leads with future calls - navigate to clients within the relevant campaign and select filter => select status future calls (Future calls) => click the filter
And you can see the number of customers. It is very important to check:
Review the last call column and check the last call timestamp
If the oldest call was made two hours ago, check the wait time settings that are set to pass between each customer call for when a customer does not answer and set a new wait time to match your needs
2. Here will be future follow-ups (follow-ups that are not for today), therefore,
in the customer table after filtering, there is a follow-up date column, it is
advisable to organize the results according to follow-up order and see scheduled
customer follow-ups. For example, if there are 100 leads with future calls and 90
of them include a follow-up from tomorrow and henceforth, then this is the
reason there are not calls.
3. Agent attribution
Check if there is lead assignment to specific agents and not others (agent attribution is done after a customer call). To check, navigate to customers under a campaign => click on the filter button => drill down to agent filtering and select the option "without agent" (No Agent) => click on filtering (filter). Now it is possible to see how many customers are not assigned to agents within a campaign, if this number is low in relation to filtered customers from para. 2 (future calls), presumably there is agent attribution.
It is possible to cancel this attribution by searching for customers that are attributed to a specific agent => mark them and select the option to assign to an agent "without agent" (No Agent)
To check how many customers are assigned to each agent, navigate to the statistics page on the platform => click filter => select the campaign to survey => scroll down to a pie called "total number of customers for each agent" (Agents by amount of customers).
What to do when ne of the agents receives the following message, " No more customers currently" ?
This message indicates that in your current dialing cycle there are no more customers that the system can dial.
In your campaign there is a minimum wait time that must occur between calls.
For example, you will receive the above message if your minimum wait time is set at 30 minutes between outgoing calls and during the last 10 minutes you have called all remaining customers.
To resolve this issue there are two possible actions:
Add additional customers to the platform
Reduce the wait time between calls. This action must be performed by a manager