dspaan wrote:But this is a RATIO campaign, i think this is a bug? I can't imagine the system was intended for users to bypass the campaign defined algorithm.
You sound like some technicians I've had to "have a discussion" with. The Vicidial System is designed to allow as much flexibility, control, and power as possible. It allows the room manager to rely on the intelligence of the agent (and/or training) to allow the flexibility for the agents to do anything they like, but it also allows for (up to) severe restrictions.
All of this, of course, is based on Who has Paid for What to be included. If nobody has found a restriction important enough to be included, it's ... not.
So, yes: If an agent wants to "jump outside the algorithm" and rogue dial (for the purpose of making $$, obviously), they can do so. And possibly jump on leads that the other agents wish they had gotten to. Incentive. Cut-throat. I assume you are familiar with call centers. Some room managers even encourage this behavior because it shows who can sell the most and incentivises the hungry agents to "dive in" and make more money.
Other rooms have minimum wage clock-watchers who require something akin to a watchdog to keep them on the phones talking to clients instead of their friends all day. go figure. lol