Is Predictive/Ratio Possible With 3 Agents?

[sashen27]

Hi Guys

Is it possible to dial predicative/ratio with just 3 agents?
What tweaks or tuning can be done without dropping too many calls or having agents waiting too long for calls?

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[mflorell]

Possible? Yes. Recommended? Not really.

It will certainly work, but the two issues you highlighted will continue to be issues with only 3 agents. Dropped calls and agent wait time are tied together, especially with so few agents. There are no tricks to having no drops and low wait time, you will have to choose an acceptable balance between dropping calls and having your agents wait.

[sashen27]

Got it. Whats the bare minimum agents req?

[mflorell]

There is no bare minimum. The more agents, the better predictive dialing works and the fewer dropped calls and less agent wait time there is. If you can have 200 agents on a single outbound predictive dialing campaign you can have almost no dropped calls and an extremely short wait time. The less agents you have the further up both of those metrics go.

[sashen27]

I guess it also depends on the quality of data being dialed?

If you don't mind me asking, whats the logic / calculation for how the predictive algorithm works?

[mflorell]

There are many factors, the quality of the leads, the length of the average call, the connect rates at different times of day, etc...

As for the predictive algorithm, it basically takes all of the settings in the green section of the Campaign Detail screen, and every 15 seconds it analyzes the call and agent data from the last 1, 5, 15, 60 minutes, along with the last 24 hours and calculates what it thinks the dial level(calls per agent) should be. It's actually much more complicated than that, and if you want to dive into how it works exactly, you can look at the "AST_VDadapt.pl" script.