no waiting agents but still dialing - please explain ratio

[marmu]

Hi guys,

so far so good here in Berlin But we are experiencing some strange behavior, like the following:
When no agents are waiting vicidial is still dialing out. I just saw the number of outbound calls rise from 4 to 5 (real-time campaign summary) when no agent was waiting. we got the following dial method: ratio 1.3

when ratio is set to 1.0 no calls are being placed, when no agent is waiting. Could someone please shed some light on the algorhythm of the dial method "ratio". Which numbers are taken into accout here?

Thanks a lot for your support! You've been of real help in the past and hopefully in the future

Cheers,
Marcus

[gers55]

Have you tried setting the available only tally to yes under campaign settings.That may help

[marmu]

yes, we tried that already. but this does not utilize the agents very good. meaning the waiting time then is too high. but this solves the issue of dialing out when no agent is available.

could someone please shed some light on the ratio dailing algorythm used? further we will hopefully test one of the adapt algos again, but we could not use it since we got too high drop rates.

[fibres]

Hi

I am not going to attempt to explain how the ratio works as I dont know 100% and I dont want to give you false information.

What I would suggest youol try is switching available only tally on but then incressing your dial ratio. We find this is the most effective way of doing things. This means that it will dial much more agressivly when there are agents waiting but quickly cut back when everyone gets a call.

Regards

[marmu]

thanks. we are trying "available tally only" with "adapt_average" right now. seems to work fine.

[marmu]

We also implemented a dial method called "adapt_list". It works like this:
- per campaign we set up a list like that "2:1,4:2,8:4"
- meaning if 2 agents are available set dial level to 1, if 4 agents are available set dial level to 2. I think you get what we mean.
- we are using it with "avail tally only" set to yes

We thought that setting the dial level on the basis of the drop rate isn't the best idea, at least for us. With this method we are getting the best results so far. If you are interested in the code, tell me.

All the best from Germany,
Marcus