Blended campaign slows down

[ezhilyakova]

Vicidial: 2.0.5.1.rc1
Asterisk: 1.2.20

We are having an issue with blended campaigns slowing down when inbound calls are active. In fact it's been noticed since version 2.0.3.

Test scenario 1:
The setup is as following:
- Blended campaign (Auto dial, Ratio, Level - 1);
- 1 agent logged in as a closer (inbound+outbound);
- another agent logged in for outbound calls only (no Inbound group selected);

1. Both agents are paused;
2. An inbound call comes;
3. Closer agent hits resume and receives the inbound call;
4. The second agent hits resume - the system doesn't place any outbound calls unless the inbound call is finished.

vdautodial.2009-08-03
2009-08-03 12:20:20|BLEND XXX.XXX.XXX.XX: agents: 1 dial_level: 1|
2009-08-03 12:20:20|BLEND XXX.XXX.XXX.XX: Calls to place: 0 (1 - 1) 2 |
2009-08-03 12:20:20|CAMPAIGN DIFFERENTIAL: 0.9 0.05 (0.05 - 0)|
2009-08-03 12:20:20|LOCAL TRUNK SHORTAGE: 0|0 (2 - 96)|


Test scenario 2:
Everything is the same as in the example above but we ad one more outbound agent.
- Blended campaign (Auto dial, Ratio, Level - 1);
- 1 agent logged in as a closer (inbound+outbound);
- 2 another agents logged in for outbound calls only (no Inbound group selected);

1. All 3 agents are paused;
2. An inbound call comes in;
3. Closer agent hits resume and receives the inbound call;
4. The second and third agents hit resume - the system place only 1 outbound call. As soon as the inbound call is finished the system resumes dialing.

vdautodial.2009-08-03
2009-08-03 12:20:40|BLEND XXX.XXX.XXX.XX: agents: 2 dial_level: 1|
2009-08-03 12:20:40|BLEND XXX.XXX.XXX.XX: Calls to place: 1 (2 - 1) 3 |
2009-08-03 12:20:40|CAMPAIGN DIFFERENTIAL: 2.1 0.65 (0.65 - 0)|

The question of the day is why the system reserves an agent if the agent is not a closer?

[mflorell]

It was done this way because we never had a setup like yours. All of our blended campaigns to date have pretty much always had all blended agents in them, and we always err on the side of placing less calls so that calls are not dropped.

Making this change to see what kind of agent is logged in and then figuring out how many calls to place from that is actually a fair amount of work and testing, especially if you need to take into consideration all in-groups and agents in a campaign(imagine a 200 agent campaign with 100 in-groups[different agents having different combinations of them] and doing blended). There is a lot of logic that would need to be written for this.

[ezhilyakova]

Thanks, Matt.
This is not our typical setup, we tried it as a workaround to another problem also related to inbound groups.
Normally we have let's say 5 blended campaigns and 2 inbound groups. These 2 inbound groups are allowed in each campaign and all agents are blended. If there is one active inbound call in the system Vicidial would reserve an agent in every and each campaign out of five. And since we have a relevantly low number of agents per campaign we end up with the agents sitting and doing nothing until the inbound call is finished.

[mflorell]

Have you tried setting the target difference to +1?

[ezhilyakova]

We used to use RATIO dialing method before. I will give a try to "ADAPT" methods and let you know.