Everything about Predictive dialing
The purpose of the predictive dialer method is to minimize the waiting time between active calls. The method makes it possible to make calls 'in the background' — so without having an agent to sit and wait. The dialer works using algorithms that keep track of the average talk time, the number of available agents, the number of missed calls, etc.
The 'price' for this optimization is that there will occasionally be a call that is answered by a lead — where there is no agent available to take the call (dropped calls). Therefore, it is ultimately about finding the desired balance between streamlining and minimizing dropped calls. For this purpose, there are a number of settings in Adversus that can be set according to your needs.
Terminology
Dial Rate:
Specifies how many active calls (calling up/waiting for an agent/in conversation) are requested in relation to the number of active agents. A dial rate of 1.0 indicates that the system must have the same number of active calls as agents (in this case, only new calls are made when there are available agents).
A higher dial rate means that the wait time before an agent has a conversation will be lower, but at the same time the number of calls that can't be answered will be higher.
Adversus Predictive Dialer configures the current dial rate depending on settings and behavior.
Settings
Auto Dial Threshold:
Decimal Range [1; 3], (recommended 2).
Specifies the highest dial rate that can be used. This is to ensure that there isn't an unrealistically high number of calls if there have been many vacant agents for a period of time.
Intensity Dial Level:
Decimal Range [-0.5; 0.5], (recommended-0.0).
This indicates whether the adaptive dial needs to be adjusted upwards or downwards faster. A positive value means that the dial-rate is adjusted upwards faster if there are available agents, but in turn is slower to adjust downwards again if the number of available agents is decreasing. The 0 value indicates that adjusting up and down is just as fast.
Adaptive Drop Rate Limit:
Decimal Range [0%; 4%], (Recommended 2.0 (2%)).
This indicates the ratio of how many calls it is acceptable that there are no available agents to take over. For example, at 2.0, the system will begin to downgrade the dial rate if, for over 2% of the answered calls, no agent has been available to make a call.
Maximum Dial Time:
Time: Range [0; 5], (recommended 3).
Specifies how many seconds must pass before a call is ended (dropped) if the call is not answered by an agent.