1. Description

It is designed to configure the parameters of the predictive dialer.

It consists of the following elements (Fig. 1):

Originate timeout (hh:mm:ss);

Max wait time (hh:mm: ss);

Wait between retries (hh:mm: ss);

Recalculation interval;

Max attempts;

Min predict attempts;

Max agent lose calls;

Max agent lines;

Abandon rate adjustment;

Playback silence;

Max tasks;

Sort members retries by descending;

Target abandoned rate %

Strict circuit;

Max abandoned %;

Retry abandoned;

Load factor

Recording;

1. Description

It is designed to configure the parameters of the predictive dialer.

It consists of the following elements (Fig. 1):

Originate timeout (hh:mm:ss);
Max wait time (hh:mm: ss);
Wait between retries (hh:mm: ss);
Recalculation interval;
Max tasks;
Min predict attempts;
Max attempts;
Max agent lines;
Max agent lose calls;
Playback silence;
Abandon rate adjustment;
Auto answer warning tone;
Target abandoned rate %;
Access to pause when there are more online agents than;
Max abandoned %;
Sort members retries by descending;
Load factor
Strict circuit;
Dialing Attempts per each phone number;
Retry abandoned;
Recording;
Allow greeting agent;
Endless;
Sticky;Auto answer warning tone.

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Fig. 1. Parameters tab

1.1. Originate timeout (hh:mm:ss)

Duration of dialing to the Member. How long we will wait for a response from the Member.

1.2. Max wait time (hh:mm:ss)

The maximum time the Member can wait to connect with the Agent after the Member accepts the call.

1.3. Wait between retries (hh:mm:ss)

The time between dialing attempts is the time after which the next call will be made.

1.4. Recalculation interval

Here you select the amount of time for which statistics will be taken into account to calculate the internal parameters for the dіaler's work.

For example, the Recalculation interval is 1 hour. Dialer parameters are recalculated every 30 seconds, taking into account statistics for the last hour.

Info
Dialer parameters are recalculated every 30 seconds, regardless of other settings.

A drop-down list opens by clicking on the Recalculation interval field, from which an interval is selected.

1.5. Max

attempts

tasks

The maximum allowed number of attempts to call the Member is indicated here. Dialing to a Member stops if it is impossible to connect to the Member for the specified number of attempts.

1.6.

parallel outgoing calls.

If you assign a negative value, all resources will be used (there will be a limit on the Max agent lines).

If the value is 0, no calls will be made.

1.6. Min predict attempts

The minimum number of successful attempts to connect the Member with the Agent is required to collect statistical information for the Predictive Dialer. The dialer works in the progressive dialing mode until this indicator is reached.

1.7. Max

agent lose callsIn one iteration of dialing this Agent, the maximum number of successful calls to Members that were not accepted by the Agent (the Agent is not released). After reaching the number of Abandoned calls entered in this field, the system stops making new sets of Members for this Agent until the next successful connection with the Member

attempts

The number of attempts to call the Member is indicated here. Dialing to a Member stops if it is impossible to connect to the Member for the specified number of attempts.

1.8. Max agent lines

The maximum allowable number of parallel outgoing calls can be made per Agent.

1.9.

Abandon rate adjustment

Here you enter the number of first calls that will not be considered for calculating the percentage of abandoned calls.

It is used at the beginning of a Dialer, including the transition from Progressive to Predictive.

1.10.

Max agent lose calls

In one iteration of dialing this Agent, the maximum number of successful calls to Members that were not accepted by the Agent (the Agent is not released). After reaching the number of Abandoned calls entered in this field, the system stops making new sets of Members for this Agent until the next successful connection with the Member.

1.10. Playback silence

This enters the time in milliseconds from the beginning of the connection with the Member to the start of playing the media file.

1.11.

Max tasks

The maximum allowed number of parallel outgoing calls.

If you assign a negative value, all resources will be used (there will be a limit on the Max agent lines).

If the value is 0, no calls will be made

Abandon rate adjustment

Here you enter the number of first calls that will not be considered for calculating the percentage of abandoned calls.

It is used at the beginning of a Dialer, including the transition from Progressive to Predictive.

1.12.

Sort members retries by descendingSort call back to Members whose call time was missed, descending (according to the amount of time counted from the scheduled call time to the moment).

Auto answer warning tone

From the drop-down list of this option, you can select the audio tone the Agent will hear after auto-answer.

If none is selected, the Agent will not receive an audible notification.

If auto-answer is enabled in the Queue, but no alert tone is selected, the default tone sounds.

Info

You can enable auto-reply by adding a variable:

Key - wbt_auto_answer

Value - true

1.13. Target abandoned rate %

The number in this field indicates the target percentage of abandoned calls (successful dialing attempts accepted by the Members but did not connect to the Agent) relative to the total number of attempts Members accepted.

This is the percentage of lost calls that the dialer will adhere to.

Unit of measurement - percentage (%)

1.14. Strict circuit

The strategy is that first, the call will go through one attempt to dial to Members, and then - from the next attempt, taking into account the time of the next call.

The time of the next call is entered in the Wait between retries field.

If the time of the next call has not yet come, and the calls to Members on the first attempt have already ended, then the dialer will wait until the time of the next call for some Members comesattempts Members accepted.

This is the percentage of lost calls that the dialer will adhere to.

Unit of measurement - percentage (%)

1.14. Access to pause when there are more online agents than:

What the minimum number of online Agents should be for the Agent to be able to switch to pause mode is entered here.

An Agent cannot go into pause mode if the number of Agents online is equal to or less than the number entered in this field.

1.15. Max abandoned %

The number in this field indicates the allowable percentage of abandoned calls (successful dialing attempts accepted by the Members but did not connect to the Agent) relative to the total number of attempts Members accepted.

If this percentage exceeds the specified value, the Predictive Dialer changes to the Progressive Dialer type.

Unit of measurement - percentage (%)

1.16.

Retry abandonedAbility to renew abandoned Members. When this switch is enabled, Members who accept a call but are not connected to an Agent are listed for the following rings

Sort members retries by descending

Sort call back to Members whose call time was missed, descending (according to the amount of time counted from the scheduled call time to the moment).

1.17. Load factor

It is displayed as a slider with a field in which the value set on the slider is displayed.

Info

title	Calculations for converting to/from predictive from/to progressive dialing

NC1

Over = 1/(

CS

Connected /

ALL

All),

where NC1 Over is the number of calls to the 1st Agent (paragraf 1.8);

CS Connected - these are calls connected to the Subscriber and not an answering machine;

ALL - these are all calls, that is: if out of 10 calls only 5 answered, then one Agent needs to make 1/(5/10)=2 , which means that in order to connect the 1st Agent with the Subscriber , the dialer needs to make 2 new calls to Subscriber.

If CNCA Сurrent is greater than or equal to MAX, then NC1 Over = Progressive call count ,

where CNCA Сurrent is the current number % of calls where the Subscriber picked up the phone but did not connect to the Agent. Only those where AMD has identified the interlocutor as HUMAN or as NOTSURE (if allowed in the Queue are counted);

MAX - (Max abandoned %) this is the maximum number % of calls where the Subscriber picked up the phone but did not connect with the Agent, after which NC1 Over = Progressive call count - simultaneous outgoing calls can be made to this Agent when using Progressive (this parameter is also used in cases where the Predictive dialer switches to Progressive) Dialer.

X = TNCA - CNCAХ = Target – Сurrent;

IfX = 0 : 1/(CA/B)0.9 is used;

TNCA Target (Target abandoned rate %) - this is the number % of calls where the Subscriber picked up the phone but did not connect to the Agent (only those where AMD recognized as HUMAN or NOT SURE if allowed in the Queue are taken into account), which the dialer will adhere to;

If X > 0 :

NC1Over +((NC1Over *(X*С)/100) is used;

С - load increase factor as long as CNCA Сurrent is approaching TNCA Target;

If Х < 0 :

1+NC1-(Over * (((CNCAMAX- Current) * (100 + K )) / МАХMAX) *NC1)/100 ) / 100 is used.

1.18. Strict circuit

The strategy is that first, the call will go through one attempt to dial to Members, and then - from the next attempt, taking into account the time of the next call.

The time of the next call is entered in the Wait between retries field.

1.18. Recording

Ability to record a conversation.

The Start record after answer switch appears if the switch is on. It is responsible for registering after the Member has answered

If the time of the next call has not yet come, and the calls to Members on the first attempt have already ended, then the dialer will wait until the time of the next call for some Members comes.

1.19. Dialing Attempts per each phone number

Responsible for the ability to make attempts to dial each number specified for a particular Member.

1.20

. Allow greeting agent

Allows the inclusion of a personal greeting before connecting with an Agent. The greeting file is selected from the media resources in the Agent's General tab.

1.21. Endless

. Retry abandoned

Ability to renew abandoned Members. When this switch is enabled, Members will not be removed from the call list after a successful call unless the processing is used.

NoteThe Endless switch is available when processing is turned off!

who accept a call but are not connected to an Agent are listed for the following rings.

1.21. Recording

Ability to record a conversation.

The Start record after answer switch appears if the switch is on. It is responsible for registering after the Member has answered.

1.22.

Sticky

The ability to assign a specific Agent for the Member. An Agent can be chosen when loading a Member into the Queue, or when adding a Member - in the General tab in the Agent field.

Note
The Sticky switch must be enabled when loading a Member with an assigned Agent. Otherwise, calls will not be made.

1.23. Auto answer warning tone

From the drop-down list of this option, you can select the audio tone the Agent will hear after auto-answer.

If none is selected, the Agent will not receive an audible notification.

If auto-answer is enabled in the Queue, but no alert tone is selected, the default tone sounds.

Info

You can enable auto-reply by adding a variable:

Key - wbt_auto_answer

Value - true

Allow greeting agent

Allows the inclusion of a personal greeting before connecting with an Agent. The greeting file is selected from the media resources in the Agent's General tab.

1.23. Endless

When this switch is enabled, Members will not be removed from the call list after a successful call unless the processing is used.

Note
The Endless switch is available when processing is turned off!

1.24. Sticky

The ability to assign a specific Agent for the Member. An Agent can be chosen when loading a Member into the Queue, or when adding a Member - in the General tab in the Agent field.

Note
The Sticky switch must be enabled when loading a Member with an assigned Agent. Otherwise, calls will not be made.

2. Opportunities

2.1. Change to Predictive Dialer settings

Goal

Change the Queue settings

Preconditions

Access to the Admin application;
Access to the Queues partition in the Admin application;
Permission to edit or create in the Queues partition;
The presence of Predictive Dialer or the creation of a new one.

Steps

Click on the field you want to change.
Make the necessary changes (the number can be set using the

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Image Added buttons) Click the Save button
Result	Data saved.

Table of Contents

Page Comparison

Versions Compared

Old Version 14

New Version Current

Key

1. Description

1. Description

1.1. Originate timeout (hh:mm:ss)

1.2. Max wait time (hh:mm:ss)

1.3. Wait between retries (hh:mm:ss)

1.4. Recalculation interval

1.5. Max

tasks

1.6. Min predict attempts

1.7. Max

attempts

1.8. Max agent lines

1.9.

Max agent lose calls

1.10. Playback silence

1.11.

Abandon rate adjustment

1.12.

Auto answer warning tone

1.13. Target abandoned rate %

1.14. Strict circuit

1.14. Access to pause when there are more online agents than:

1.15. Max abandoned %

1.16.

Sort members retries by descending

1.17. Load factor

1.18. Strict circuit

1.18. Recording

1.19. Dialing Attempts per each phone number

1.20

1.21. Endless

. Retry abandoned

1.21. Recording

1.22.

1.23. Auto answer warning tone

Allow greeting agent

1.23. Endless

1.24. Sticky

2. Opportunities

2.1. Change to Predictive Dialer settings