Adaptive Dialing Question

[csbe]

Does the adaptive dialing algorithm calculate number of calls to make at the campaign or list level?

For example, if I have two lists running on a campaign and one has a high contact rate, and one has a low contact rate, will it dial both at different speeds, or will it just dial for the two lists as one? Thanks!


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[mflorell]

The dialing level is calculated per campaign, not per list.

[csbe]

Got it, thanks. So is there any way to avoid "tricking" the dialing algorithm on a list when you hit pockets of low/high contact data?

For example, here's what we're seeing:

1) Between 9:00am-9:45 we're calling "fresh" opt-in data that opted in overnight. The contact rate and avg talk time is high. The dialer dials well.
2) At 9:45 we've used up our fresh data and it starts calling data we tried the day before that we didn't get a hold of (answering machines, no answers). The dialer tanks for a while and agents sit waiting, but it eventually speeds up again.
3) At 10:00, more fresh data is available because a new time zone becomes available to call. The dialer is dialing fast and when this "fresh" data comes in it drops calls like crazy for a while but then eventually slows down.

This process repeats throughout the day. Any suggestions? I'm thinking we have almost no choice other than a) Manually turning up/down the dialing intensity to offset these pockets b) moving all of our data into two campaigns (high contact / low contact), but that would require us splitting up the agents which is less than ideal.

[mflorell]

We have had clients in similar situations use a crontab entry with a database query to force the dial level down at specific times of the day.

[csbe]

Makes sense, thanks. I think we'll write a cron that tries to project a data change (based on called count, status and/or time of day) and then move up or down the intensity and or diff level target right before the change happens. Fingers crossed!

[williamconley]

We have a (presently stalled, but hoping to reactivate) project that would simulate a "Human" checking the wait times and drop calls and adjusting the dialer "slightly" every few minutes. As in 0.1 up or down. I expect we have a couple hours of production and some real-world testing left.

This is not "adapt" per set, but more like a "fakey adapt" to allow the dialer to adjust to conditions gradually and without "predictive" calculations being involved. Just average wait time and drop calls. And only minor adjustments (which over an hour could be one end of the spectrum to the next ... say from 2.0 to 5.0). This sounds like what you are describing. But automated based on conditions, not time-of-day. (Time-of-day would be Simple)

It would initially be an external script, but I'd like to see it added as an option under "ratio" at some point if it does what we expect.

[vkad]

We have a (presently stalled, but hoping to reactivate) project that would simulate a "Human" checking the wait times and drop calls and adjusting the dialer "slightly" every few minutes. As in 0.1 up or down. I expect we have a couple hours of production and some real-world testing left.

This is not "adapt" per set, but more like a "fakey adapt" to allow the dialer to adjust to conditions gradually and without "predictive" calculations being involved. Just average wait time and drop calls. And only minor adjustments (which over an hour could be one end of the spectrum to the next ... say from 2.0 to 5.0). This sounds like what you are describing. But automated based on conditions, not time-of-day. (Time-of-day would be Simple)

It would initially be an external script, but I'd like to see it added as an option under "ratio" at some point if it does what we expect.

Any news of this script?

Thanks

[blackbird2306]

It is now available and it's called "Vicidial RatioManager". Very nice module from Williamconley (@poundteam):
http://catalog.poundteam.com/product_info.php?products_id=1413

[williamconley]

It is now available and it's called "Vicidial RatioManager". Very nice module from Williamconley (@poundteam):
http://catalog.poundteam.com/product_info.php?products_id=1413

We have several installs and no complaints. I think they "just let it run" and forget it is even there after a while. Minor adjustments all day long even with a single agent ... kinda cool.

[vkad]

It is now available and it's called "Vicidial RatioManager". Very nice module from Williamconley (@poundteam):
http://catalog.poundteam.com/product_info.php?products_id=1413

The link is not working...

[williamconley]

It is now available and it's called "Vicidial RatioManager". Very nice module from Williamconley (@poundteam):
http://catalog.poundteam.com/product_info.php?products_id=1413

The link is not working...

Server was being maintained (and rebooted).