Diagnose Call Throttling

Required security profile permissions: Outbound Strategy Manager View

If you configured your PC skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to use the predictive dialing mode, you are likely to experience some throttling, which means that you dial under the configured maximum dialing ratio. Typically this occurs because PC executes safety controls. If you experience throttling, use the following steps to diagnose the cause.

  1. In the ACD module, click OutboundSkill Control.

  2. In the Outbound Skill Control table, locate the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge you want to monitor. Determine whether throttling is occurring in the skill by looking in the T column. If you see an X there, the skill is throttling.

  3. Hover your cursor over the X to see the reason for call throttling in the skill.

    In this case, the reason is Hop Percentage. See the throttling reasons for information about all possible reasons.