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1. Description
It is designed to configure the parameters of the predictive dialer.
It consists of the following elements (Fig. 1):
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- Access to pause when there are more online agents than;
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- Sort members retries by descending;
- Load factor
- Strict circuit;
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- Dialing Attempts per each phone number;
- Retry abandoned;
- Recording;
- Allow greeting agent;
- Endless;
- Sticky.
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Image Added
Fig. 1. Parameters tab
1.1. Originate timeout (hh:mm:ss)
Duration of dialing to the
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Member. How long we will wait for a response from the
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Member.
The maximum time the
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Member can wait to connect with the
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Agent after the
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Member accepts the call.
The time between dialing attempts is the time after which the next call will be made.
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 |
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Dialer parameters are recalculated every 30 seconds, regardless of other settings. |
A drop-down list opens by clicking on the
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Recalculation interval
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field, from which an interval is selected.
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The maximum allowed number of
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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.
The minimum number of successful attempts to connect the
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Member with the
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Agent is required to collect statistical information for the
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Predictive Dialer. The dialer works in the progressive dialing mode until this indicator is reached.
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.
The maximum allowable number of parallel outgoing calls can be made per Agent.
In one iteration of dialing this
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Agent, the maximum number of successful calls to
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Members that were not accepted by the
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Agent (the
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Agent is not released). After reaching the number of Abandoned calls
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entered in this
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field, the system stops making new sets of
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Members for this
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Agent until the next successful connection with the Member.
This enters the time in milliseconds from the beginning of the connection with
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The maximum allowable number of parallel outgoing calls can be made per agent.
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the Member to the start of playing the media file.
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.
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 |
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You can enable auto-reply by adding a variable: Key - Value - |
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. 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.
The number in this field indicates the allowable percentage of abandoned calls (successful dialing attempts accepted by the
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Members but did not connect to the
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Agent) relative to the total number of attempts
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Members accepted.
If this percentage exceeds the specified value, the
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Predictive Dialer changes to the
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Progressive Dialer type.
Unit of measurement - percentage (%)
1.16. 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
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Here you specify 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.
This specifies the time in milliseconds from the beginning of the connection with the member to the start of playing the media file.
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").
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.17. Load factor
It is displayed as a slider with a field in which the value set on the slider is displayed.
Info | ||
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where
If where
If
If
С - load increase factor as long as Сurrent If
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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.
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. Retry abandoned
Ability 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.
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. 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 |
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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 |
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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 |
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Preconditions |
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Steps |
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Result | Data saved. |
Table of Contents |
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