This article helps group performance issues users may see across the application into the different functional buckets.
Decision Tree
What are you having trouble with?
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My records are not being called
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Low Conversations Per Hour
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Application Slowness
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Problems When Speaking to Contacts
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I cannot connect or start my Session
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I am getting false transfers
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- Your session has no more Contacts in scope to Call. Check your Session Settings or re-upload your list.
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A subset of transfers to voicemail or an incorrect person is normal. Generally we see about 16% of all transfers are not to the intended contact.
- If you are seeing a large number of transfers to voicemail, this may be due to autopilot calls. Autopilot's conversation rates are 3x a normal agent, and transfers to VM can be as high as 35%.
- If you are seeing a large number of transferred to the wrong person, you will want to check the data in your lists.