Troubleshooting Wait Time

Troubleshooting Wait Time


How-To: Troubleshoot Wait Time

Within this short guide, we will provide you with the troubleshooting knowledge to get rid of the blue you may find on your agent wallboard!

Dialable Leads

One of your initial steps should be to check whether or not you have any leads to dial!
Dialable leads are those which are dispositioned as a dial status – you will see the list of default dial statuses below. By adding a disposition as a “dial status”, you are informing the system that you wish to redial any customer that is marked as those dispositions. 




You will be able to see a total amount of dialable leads at the bottom of your campaign settings page. If you are unfamiliar with the data reset process, please click here to visit our support portal.

Your Balance

Dialable leads ✓ but still no luck with your connectivity? 
Maybe it’s time to check whether you have sufficient balance to place calls (please note - if you are on one of our all-inclusive packages, you may skip this step). Using your customer portal, you will be able to check your CDR (call detail records), breakout report, balance, along with making and seeing any payments.  






Your customer portal should look like one of the above – if you are unaware of which URL you should be using for your portal, please reach out to the Support Team for clarification.


Connectivity Report

A centralized real-time report, allowing you to proactively manage connections.
Sounds too good to be true? Check it out under Reports → Connectivity Reports. You will be greeted by the following page, divided in 4 different reporting sections.




At the very top, you will find your account’s up-to-date balance, along with any available debit limit.
Following on, the campaign control will provide you with an overview of your campaign’s summary – from your leads in queue to dialable leads, you will also have control of your dial speed, just in case you need to pick up the pace! 

The “CLI Connectivity Report” is the next tool, offering you a view of all campaign’s caller ID, accompanied by the ASR rate. Your “answer seizure ratio” (ASR), is calculated by dividing the total number of successful calls by the number of attempts (multiplied by 100) – by doing this, we are able to get a better understanding of how effectively your current caller ID is performing.

Lastly, but most certainly an essential, “Total Call Stats”. Ever wondered how your data affects your agents in real time? – this report will supply you with crucial knowledge concerning your connectivity. With access to a 1-minute to 24-hour breakdown, you will be sure to know whether you are simply going through too many answering machines (if you find this to be the case, you may also test further by disabling the “Answering Machine Detection” under your campaign settings) or busy numbers. 


If you do happen to come across any issues or have further questions, we are available twenty-four/seven to answer any queries.
You may also send us a ticket via support@primodialler.com - where we will be able to track any requests and keep you updated on any work we are doing.




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