Optimize Vicidial

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Optimize Vicidial

Postby Mwaniki » Mon Sep 12, 2022 7:21 am

These are my current system settings.
1. Dial Method- Ratio
2. Auto Dial Level- 3
3. Drop Percentage Limit- 3
4. Calls Placed- 5638
5. Answer Rate- 3.65%
6. Total Calls- 5798.
7. Drop Rate- 24.16%
8. Total number of Agents- 5
9. Average Waiting Time- 2 minutes.

How can I maintain a healthy balance between the Drop Rate and the Average waiting Time?
Please advise.
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Re: Optimize Vicidial

Postby GenXOutsourcing » Mon Sep 12, 2022 7:26 am

Vicidial is more efficient with more agents. Add more agents, or have someone constantly monitoring and changing the ratio
Built too many to count, Centos7 Scratch install, Opensuse Scratch install, Centos8 Scratch install, etc.
Dual 8 core/32gb RAM/500gb SSDs
SVN Version:3440
VERSION: 2.14-812a
genxoutsourcing.com
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Re: Optimize Vicidial

Postby bronson » Wed Sep 14, 2022 10:55 am

Mwaniki wrote:These are my current system settings.
1. Dial Method- Ratio
2. Auto Dial Level- 3
3. Drop Percentage Limit- 3
4. Calls Placed- 5638
5. Answer Rate- 3.65%
6. Total Calls- 5798.
7. Drop Rate- 24.16%
8. Total number of Agents- 5
9. Average Waiting Time- 2 minutes.

How can I maintain a healthy balance between the Drop Rate and the Average waiting Time?
Please advise.


In your campaign settings, select Available Only Tally: "Y"
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Re: Optimize Vicidial

Postby Acidshock » Tue Sep 27, 2022 3:51 am

Your drop rate is through the roof. Not trying to put you on blast but if I saw an employee maintaining that drop rate I would fire them. Anyhow, it is most likely happening because you dont have enough agents and you are running it too hard. I would turn adaptive dialing on. Additionally with 5 agents you need to watch your floor like a hawk. You cant be having people get up whenever they want, etc. If someone needs to use the restroom or wants to take a break someone needs to be turning down the dialer, at least 1 minute before.
VERSION: 2.14-698a | BUILD: 190207-2301 | Asterisk:13.24.1-vici | Vicibox 8.1.2
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