27 lines
2.2 KiB
Plaintext
27 lines
2.2 KiB
Plaintext
PREDICTIVE Summary and Overview 2006-08-24
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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 campaigns in VICIDIAL with the ADAPT dial methods. This is a description of the first versions of three different Predictive/Adaptive dialing algorithms used in VICIDIAL. As the need arises we will create more versions of different algorithms in the 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 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 for each campaign. This information is gathered by the AST_VDauto_dial.pl script as it runs through each loop every 2.5-3.0 seconds. The data gathered in this script are all averages of the last 60 seconds of agent and queue activity:
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1. The average number of agents that are logged into the campaign across one minute
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2. The average number of calls waiting to be transferred to an agent 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 minute
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This number if positive means that on average more agents were waiting for calls than calls waiting for agents in the last minute for that campaign.
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The second set of data to gather is dropped call information across several intervals. This information will be gathered by the actual AST_VDadapt.pl script that will also be the script actually changing the dial level when the predictive/adaptive dial method is activated. 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 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 vicidial_campaign_stats table.
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