Dialer Basics
This dialer setting controls how many calls are launched relative to available agents.
What is a throttle?
This metric measures the amount of time agents are available to handle work.
What is Ready Time?
Agents are in Ready, accounts are available, but no calls are launching.
What is a dialing issue?
This person always seems to know the answer before the question is finished.
Who is the Human Google?
RPC
What is Right Party Contact?
This queue contains calls waiting to be connected to an available agent.
What is the Hold Queue?
This team manages schedules, staffing, forecasting, and adherence.
What is Workforce Management (WFM)?
This should be checked first to confirm whether calls were actually attempted.
What is the CDR?
This award goes to the team member who always volunteers to help.
What is the Coverage Hero Award?
CIP
What is Calls In Progress?
This report is often used to validate whether calls were actually dialed and what outcomes occurred.
What is the Call Detail Report (CDR)?
This process involves monitoring staffing levels and making real-time adjustments.
What is RTA (Real-Time Adherence)?
This process is often required after stopping a campaign to resume dialing.
What is requeuing?
This happens every time someone says, "Just one quick change."
What is a 30-minute project?
PTO
What is Paid Time Off?
This campaign type prioritizes newly loaded accounts before older dial attempts.
What is a PRI campaign?
This document is used to determine future staffing requirements.
What is a forecast?
This tab may not immediately reflect all automated outcomes in QC campaigns.
What is the Campaign Results Tab?
The most common last words before an unexpected issue appears.
What is "Everything looks good"?
VTO
What is Voluntary Time Off?
This LiveVox setting allows the system to leave a message without transferring the call to an agent.
What is LiveVox Leave Message (LVM)?
This metric compares actual staffing against required staffing.
What is Schedule Efficiency?
This issue occurs when campaign records appear available even though outcomes have already been determined.
What is a display discrepancy?
This mythical creature is said to exist whenever a report works perfectly on the first try.
What is a Unicorn?
QC
What is Quick Connect?