ADAPT_HARD_LIMIT

[kwatson]

Hi, I am just about ready to begin with a real live campaign.

I have 1 question regrading the adapt hard limit.

I have a drop % of 3 and am using test data with just myself dialling.

The drop % is up at 36% but the dialling is still dialling at over 1:1 (it does seem to drop down to 1 for a period then jumps back up again).

I presumed from the help that once the drop % is above the hard limit the dial should switch to progressive mode.. (as with the behaviour that I'm seeing it will be possible to get more drops whilst above the limit).

Available only tally is set to Y

and using the 2.0.5 official release.

Thanks

Kenny

[mflorell]

Not really sure what your exact question is.

[kwatson]

Hi Matt should the dial level not stay a 1 when the drop % is above the hard limit?

With my testing I dont seem to be getting that on my vicidial setup.

Thanks

Kenny

[mflorell]

If the drop % for the campaign for the day is above the maximum drop % and you have it set to HARD LIMIT then yes it should stay at a dial level of 1. However as soon as the drop % gets 0.001% below the max it will resume dialing at the level it thinks it needs to dial at in order to fill it's agents with calls.

Not sure what could be causing your specific problem since the dialer is behaving properly at our client sites.

How many active agents do you have on this campaign?

[kwatson]

HI Matt, sorry for the delay in replying..... I am just dialling on my own on the test data.... as you can see from the screenie that the drop % is 50% and the dial level is at 3....

I'm looking to start a small predictive campaign in the next 3 weeks...

Thanks

Kenny

[mflorell]

You really can't predictively dial on any system with only one agent.

[kwatson]

Hi Matt, I'm just testing as a single user. Going to have a campaign with 5-10 agents.


If i have more than 1 agent will the dial level drop to 1 after the max drop has been breached?

Thanks

Kenny

[mflorell]

Yes it will, however you must realize that the drop percentage may go up even if you are at a 1.0 dial level, especially if you only have one agent logged in.

[kwatson]

Hi Matt, I take it that this would in the the situation that an agent becomes unavailable whilst a call is in progress dialling? (which can be managed by training)

[mflorell]

Exactly

[williamconley]

Also remember that if you are going to "become unavailable", and this applies to ALL agents not just the single agent scenario, it is best to choose "Pause Agent Dialing" from the Disposition Screen. If you complete the disposition, and the press "pause" back at the main agent "waiting for a call" window ... the dialer will have already dialed for you. This means that when you "pause" there WILL be stranded calls still ringing. If any of them answer ... you have wasted a lead and dropped a call.

If, on the other hand, you check the box for "pause agent dialing" in the disposition screen: It never removes you from "pause" and dials for you (you WERE on pause during the disposition screen, it just leaves you there). Then you can log out without fear of the dialer calling out for you as you press the button. And make no mistake, you cannot go faster than the dialer by quickly hitting pause on this screen. The dialer's time system works in nanoseconds. You don't. So if you pushed pause on the main screen, you DID strand some ringing calls. Hope noone answers.

At least if there are several agents there's a good chance someone else will be available. But when you are the ONLY agent (or the only agent AVAILABLE) ...

[kwatson]

Hi William, yeah already understood that but thanks anyway.... I just found that being the only agent the dial ratio went +1 being the only agent....

The "real" campaign that I'm doing will be 5 agents etc with single break times (i.e. they all lunch at the same time etc)...

Cheers

Kenny

[kwatson]

Hi, After reading the code or the vdadapt script this was due to do with the if statment after

### DROP PERCENTAGE RULES TO LOWER DIAL_LEVEL ###

if ( ($VCScalls_today[$i] > 50) && ($VCSdrops_answers_today_pct[$i] > $adaptive_dropped_percentage[$i]) )

because I had done less than fifty calls today on that campaign the dial level does not restrict. I plan to change this to if greater than 0 so the dialler will not overdial if the drop % is higher than the hard limit...

Thanks

Kenny

[mflorell]

How many agents are on this campaign?

[kwatson]

Hi Matt, still just testing with 1-2 agents.

I know that I shouldnt predictive dial with these numbers but I just posted the reply as I had worked out why the auto dial as setting the dial level higher than 1 with the drop % above the hard limit (due to there being less than 50 calls dialled in the campaign so far that day) and thought I'd share this incase anyone else had the same query...

Thanks
Kenny

[mflorell]

Yes, you shouldn't be dialing predictively with 1-2 agents

Thanks for posting your tweak though.