Set Drop Rate Threshold

Voicent Call Center Manager can automatically adjust outbound dialing speed to keep drop rate below a set threshold. This auto pacing algorithm is based on current drop rate, campaign statistics, and the availability of agents.

There are two drop rates that Call Center Manager can maintain and manage. One is "drop rate over all calls" which is a rate defined by the number of dropped calls over all outbound calls. The other is "drop rate over answered calls (live calls)". To ignore a particular rate, simply set the rate to "-1"

Select a host name (the computer that runs Voicent Gateway), select "Manager" -> "Set Drop Rate Threshold" from the program main menu.

Once set, Call Center Manager will automatically manage outbound campaigns to keep the drop rates below the set threshold.