Dialer

Usually can be called pre dial, which allows agents always on the phone talking.

Flow: The dialer calls the customer, when the customer picks up the phone, the dialer switches the call to the idle agent.

Advantages: Save agents' time which should have been used in dialing and waiting, and avoid the customers who cannot get connected.

Use: outbound marketing campaign, promoting, broadcasting; playing record after picking up; phone number filter (Distinguish the numbers can be reached from those cannot in a pile of numbers.)

System administrator, team administrator and group leader are able to enter the dialer page to set the dialer.

First we may want to know the structure of the dialer page.

“asterCC Call Center” is the name the system administrator set for this team.

“Max dialer concurrent: 10” The system administrator and the team administrator can set this in the dialer setting page. In this whole team, 10 calls can happen at the same time maximally, that is, the total number of the calls get connected, be waiting, and ringing cannot exceed 10. Even if the three add up to 10 and you still have 2 idle agents, the system will not keep placing calls. This number have influence on the effects of the dial.

Group 1 is the name of the agent group, and the parameters behind are the agents statistics.

Only the outbound campaign which opened the dialer will be shown in the table below (the task of group 1).

Campaign: the name of the campaign, click the name and you can see the real time call information (how many are ringing, how many are waiting and how many are on the call.)

Max calls: the function is the same as the max dialer concurrent, only this one is for this specific task. This parameter valid in the “By max calls” mode.

Worktime: the dialer dials in the specific time range. Not entering anything here means it dials all the time as long as the dialer is enabled.(if it is in “By available agent” mode, only when there is signed in agent can it dial.)

Waiting for dial:How many customers are left in the list to be called. If there are not enough, please recycle in time.

By max calls: Dial according to available concurrent. Generally, available concurrent= max-occupied. But in the advanced settings, some parameters can affect the available concurrent. You can regard this as the top limit.

Max call concurrent follows: license limit >= team >= campaign >= current setting

If your concurrent setting exceeds the above one, then the above one will be replaced by the new figure you have set.

By available agent:Dial according to the idle percentage of agents. (When using this mode, if there is no agent signed in, the system will stop dialing.) If one online agent is idle, and the percentage we enter 200, that means every time it dials 2 customers. (The parameter in the advanced settings will influence the customer number here.)

Click 【Start】 to enable the dialer.

Advanced setting

Tick “Advanced” and open the advanced setting page to configure the advanced settings to cooperate with the dialer.

These parameters have influence on the predicted effect, and administrators shall adjust it according to the reference value the system gives, in order to make sure that each agent can get another call as soon as he hang up one call (ideal situation). Due to the fact that each task requires different length of call and the number quality differs so that the efficency of the dialer decreases( at first many get connected, then many cannot), we need the team leader observe carefully during a task.

These are the parameters in the advanced settings,

Dial Limit:The max number of calls each time the dialer places.

Let's assume that we dial by available agent, the idle agents are 3 ang the percentage is 300%, the max concurrent of your team is 20, the number of customers in call is 7, and the number of customers in ring is 2, the number of customers waiting is 4, and the dial limit is 5.

Theoretically, the dialer is placing 3*300%=9 calls, but according to the concurrent setting of the team, there should be only 20-7-2-4=7 calls, and now we found that the dial limit is 5, then the dialer only places 5 calls this time. This limit is to distribute the customers in ring more averagely(to split the calls to several times to get a better agent answer rate), avoid too many customers answering the call at the same time, which would be a waste of customer data. And mathematically, there will be less idle agents.

Dialer interval: How many seconds between two calls the dialer dials.

The dialer is detecting the campaign which enables the dialer function and calling the customers automatically.

For example, if you enter 8 here, and the first time the task placed the call on 17:58:21, and on 17:58:25 it detected that this task enables the dialer, but the time gap has not reached 8 seconds, so there will be no dialing now. Only on 17:58:29 will the dialer dials. This function too is for avoiding too many customers answering the call at the same time, which would be a waste of customer data. And mathematically, there will be less idle agents.

Answered rate: The number ahead the box is the number the system calculated (by now, answered customers/dialed customers), administrator can enter the predicted answered rate according to this number and adjust the dialer concurrency.

Assume that there are 2 idle agents, and the system predicts that there is going to be another idle one, and to make sure they will get calls immediately, we need to call 3 customers and they must all answer, so the three agents can be engaged. But the answered rate is 80%, which means we call 10, and 8 will answer. So the system predicts that 3/0.8=3.75≈4 customers shall be called.

This number follows the concurrent limit for whole campaign and concurrent limit for every single time. If this number exceeds the limit, we use the lowest limit number.

Answered ringing:By now in all the customers who answered, how long it rings until the phone is picked up. You can enter according to the number which the system calculated, that is, the possible customer who will answer. After the time set here, we may consider this customer will not answer the call.

Assuming that there are 3 idle agents, the customers in ringing are A(2s), B(2s), C(5s) and D(11s), the average answered ringing time is 9s, and we mentioned that in order to fulfill the 3 agents we have to call 4 customers. ABC are all in ringing, and D has already exceeded 9s, so the dialer predict that there are only 3 may answer the call. And now we just need to call 4-3=1 customer to fulfill these 3 agents.

Customer waiting:All the customers who has picked up the phone will be put into a waiting queue, and the system will assign these customers to idle agents. This is how long a customer waits to be get connected to the agent after picking up the phone. That is, customers in the queue who has been waiting for less than this time are likely to get connected to the agents.

That means when the dialer dials again, it will dial less customers. Some may ask, since there are no idle agents, why does it still dial? That's because as soon as the agent becomes idle, the customer in the queue will be connected to the agent, so that there won't be more customers in waiting (therefore, this parameter would reduce the answered customer loss). You may ask, why system continue dial even there're no idle agents?

To reduce the agent idle time, it's necessary to predict when the call will end, so agent and customer will perfectly match

Enable Adv. Settings When its checked, the following options will be applied to dialer

Talking time: The average talking time between agents and customers.

ACW time: If the agent group is configured to use ACW, when agent hangup a call, they will enter ACW mode, system will think the agent is not ready to take another call, this means the average time for agent to exit acw mode

Short call means for some customer, after they start to talk with agents, they just hangup or refuse to continue after a period of time.

Short call time: The average taking time for a “short call”

Short call acw time:How long it will take agent to finish a “short call” if acw is enabled.

Short call rates: The percentage of short calls in all answered calls.

When using By Max Calls, only Dial Limit and Dialer interval will affect

Formula in dialer

Now we talk about the algorithm

By Max. Calls

  • Numbers to dial = Max. Calls - Ringing customers - Waiting customers - Talking customers

By available agents

  • Available Agents = All idle agents (exclude the “Outbound Only”)
  • Valid Ringing Customers = (Ringing time ⇐ “Answered Ringing”) * Answered Rate
  • Valid Waiting Customers = Customer waiting time < “Customer Waiting”
  • Numbers to dial = (Available Agents - Valid Ringing Customers - Valid Waiting Customers)/Answered Rate* Percentage

By available agents (Enabled Adv. setting)

  • Available Agents = All idle agents (exclude the “Outbound Only”)
  • Available Agents from ACW = Agent who is in ACW and his his ACW time is greater than (“ACW Time” - “Answered Ringing”)
  • Available Agents from short calls = Current answered customer number * short call rate
  Duration of a call should be greater than (Short call time + short call ACW time - Answered Ringing)
  • Available Agents from long call = Current call duration is greater then short call time and greater than (Talking time + ACW time - Answered Ringing
  • Valid ringing customers = (Current ringing ⇐ Answered Ringing) * Answered rate
  • Valid waiting customers = Current waiting time < “Customer Waiting”
  • Numbers to dial = (available agent + available agent from ACW + available agent from short calls + available agent from long calls - valid ringing - valid waiting ) / Answered Rate * Agent percentage

The numbers is the max number it is supposed to dial, but the actual numbers dialed will be limit by campaign max calls, max calls for each dial, license in predictive dialer, dial limitation of the team

Dial list

From the dial list, it would list all numbers waiting in the list

If the dial status is not open, means the dialer dialed the number, but the record is not removed yet, it will take 1 minute to remove the data when the call finish.

“Delete Checked”: delete checked records from current page

“Delete All”: delete all matched records from dial list

You can only delete when the status is open

Recycle

This function is used to copy the numbers from customer list to the predictive dialer list.

Recycle Checked, only recycle the checked customers

Recycle All By Conditions, recycle all customers in the package which math the conditions

You need put the following parameters before recycle

Phone Num: The field which will be copied to dial list.

Priority:An integer, the bigger it is, the higher priority it has.

Scheduler: When you want the dialer call the number, it is 0000-00-00 00:00:00 by default, means any time.

You could recycle the customers according to your actual needs. Usually you'd like to recycle dial status = Customer Answered, which means customers answered the call but somehow agent didn't talk to them.

en/module_manual/dialer/dialer.txt · Last modified: 2017/12/12 03:05 (external edit)
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