133 lines
7.0 KiB
Plaintext
133 lines
7.0 KiB
Plaintext
PREDICTIVE Summary and Overview 2006-08-29
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*** PREDICTIVE OUTBOUND CALLING FUNCTIONALITY WAS ADDED IN THE 2.0.1 RELEASE ***
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This will outline the methods used to predictively dial outbound calling
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campaigns in VICIDIAL with the ADAPT dial methods. This is a description of the
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first versions of the Predictive/Adaptive dialing algorithms used in VICIDIAL.
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As the need arises we will create more versions of different algorithms in the
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future.
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The gathering of data to analyze:
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In order to properly analyze calling trends and adapt to the current list that
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is being called we need to first gather a lot of data to analyze.
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The first set of data we want to gather is the recent queue and agent statistics
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for each campaign. This information is gathered by the AST_VDauto_dial.pl script
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as it runs through each loop every 2.5-3.0 seconds. This data is used only for
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Blended CLOSER campaigns doing Predictive dialing and for the timeonVDADall
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realtime campaign reports. The data gathered in this script are all averages of
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the last 15 and 60 seconds of agent and queue activity:
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1. The average number of agents that are logged into the campaign across
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one minute
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2. The average number of calls waiting to be transferred to an agent
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across one minute
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3. The average number of agents waiting for calls across one minute
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4. The difference between the waiting calls and ready agents across one
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minute
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This number if positive means that on average more agents were
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waiting for calls than calls waiting for agents in the last
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minute for that campaign.
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The second set of data to gather is dropped call information across several
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intervals as well as faster agent and queue call statistics. This information
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will be gathered by the actual AST_VDadapt.pl script that will also be the
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script actually changing the dial level when the predictive/adaptive dial method
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is activated.
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Once a second this script will gather:
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1. The average number of agents that are logged into the campaign for
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the last 15 seconds
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2. The average number of calls waiting to be transferred to an agent for
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the last 15 seconds
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3. The average number of agents waiting for calls for the last 15
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seconds
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4. The difference between the waiting calls and ready agents for the
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last 15 seconds
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Once every 15 seconds this script will:
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1. Calculate the average dial level differential for the last 15 seconds
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2. Apply the campaign's adaptive_dl_diff_target
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3. Apply the campaign's adaptive_intensity setting
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4. Calculate the new desired dial_level
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5. Check the drop rate cap method(HARD_LIMIT, TAPERED, AVERAGE)
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6. If drop rate is over the limit the proper equation is used to figure
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out new dial_level difference.
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7. Change the dial level for the campaign to the new suggested dial
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level
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Once a minute this script will gather:
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1. Total drops and total calls for the campaign since midnight
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2. Total drops and total calls for the campaign in the past hour
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3. Total drops and total calls for the campaign in the past half hour
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4. Total drops and total calls for the campaign in the past five minutes
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5. Total drops and total calls for the campaign in the past one minute
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Also, the drop percentage is calculated and stored in the
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vicidial_campaign_stats table.
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The settings in the campaign detail screen:
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Dial Method - This field is the way to define how dialing is to take place. If
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MANUAL then the auto_dial_level will be locked at 0 unless Dial Method is
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changed. If RATIO then the normal dialing a number of lines for Active agents.
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ADAPT_HARD_LIMIT will dial predictively up to the dropped percentage and then
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not allow aggressive dialing once the drop limit is reached until the percentage
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goes down again. ADAPT_TAPERED allows for running over the dropped percentage in
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the first half of the shift(as defined by call_time selected for campaign) and
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gets more strict as the shift goes on. ADAPT_AVERAGE tries to maintain an
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average or the dropped percentage not imposing hard limits as aggressively as
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the other two methods.
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Auto Dial Level - This is where you set how many lines VICIDIAL should use per
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active agent. zero 0 means auto dialing is off and the agents will click to dial
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each number. Otherwise VICIDIAL will keep dialing lines equal to active agents
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multiplied by the dial level to arrive at how many lines this campaign on each
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server should allow.
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Available Only Tally - This field if set to Y will leave out INCALL and QUEUE
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status agents when calculating the number of calls to dial when not in MANUAL
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dial mode. Default is N.
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Drop Percentage Limit - This field is where you set the limit of the percentage
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of dropped calls you would like while using an adaptive-predictive dial method,
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not MANUAL or RATIO. Dropped calls percentage is measured out of the total
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number of Answered calls for the campaign for the day.
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Maximum Adapt Dial Level - This field is where you set the limit of the limit to
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the numbr of lines you would like dialed per agent while using an
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adaptive-predictive dial method, not MANUAL or RATIO. This number can be higher
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than the Auto Dial Level if your hardware will support it. Value must be a
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positive number greater than one and can have decimal places Default 3.0.
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Latest Server Time - This field is only used by the ADAPT_TAPERED dial method.
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You should enter in the hour and minute that you will stop calling on this
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campaign, 2100 would mean that you will stop dialing this campaign at 9PM server
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time. This allows the Tapered algorithm to decide how aggressively to dial by
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how long you have until you will be finished calling.
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Adapt Intensity Modifier - This field is used to adjust the predictive intensity
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either higher or lower. The higher a positive number you select, the greater the
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dialer will increase the call pacing when it goes up and the slower the dialer
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will decrease the call pacing when it goes down. The lower the negative number
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you select here, the slower the dialer will increase the call pacing and the
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faster the dialer will lower the call pacing when it goes down. Default is 0.
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This field is not used by the MANUAL or RATIO dial methods.
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Dial Level Difference Target - This field is used to define whether you want to
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target having a specific number of agents waiting for calls or calls waiting for
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agents. For example if you would always like to have on average one agent free
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to take calls immediately you would set this to -1, if you would like to target
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always having one call on hold waiting for an agent you would set this to 1.
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Default is 0. This field is not used by the MANUAL or RATIO dial methods.
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To use adaptive dialing you must have the ADMIN keepaliveAST_VDadapt.pl script
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in your crontab running every minute:
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### keepalive script for VICIDIAL predictive script
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* * * * * /usr/share/astguiclient/ADMIN_keepalive_AST_VDadapt.pl
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NOTE: With Predictive dialing, the dial_level will never drop below 1.0.
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