Auto Dial based on agent wait times

[mav2287]

Has any work been done to have auto dial run based on a target agent wait times? For example you set your desired agent wait time and it would dial more or less lines to hit that target. This way the dialer would constantly be adjusting the number of calls made.

[mflorell]

The adaptive algorithms currently in Vicidial are based on drop percentage and agent availability, as well as the contact rate of the campaign.

Basing the dialing rate only on agent wait time would result in much higher drop rates, and that's not something that most companies want.

[williamconley]

We actually HAD a project running with this, but the client dropped out before completion and it stalled.

Concept: Have Vicidial poll average agent wait time at regular intervals and either increase or decrease the "dial level" a small amount at each interval. Nothing drastic, just enough to avoid having a human perform the exact same function.

It was expected to be added as sort of an "Amateur Adapt" setting.

[smontoya]

And we actually had a working project too but it was coded outside of Vici/Asterisk as a Python script running in a cronjob, which now is being rebuilt which a lot of additional features.

What it did is something kinda what william did, but it would be running the standard deviation in 10 minute intervals and calculate the best dial ratio, however it did not took in count new agents starting or ending their shift, it had some dialing ratios hard coded at specific times that matched our requirements for that time, but now it is including that variable.

The variables taken in count back then were:

Agents logged in last 10 mins
DropRate in last 10 mins
WaitTime in last 10 mins
ContactRate in last 10 mins

Then Python or SQL would calculate the calling ratio and update the table vicidial_campaigns.

[williamconley]

See ours was more along the lines of "what a human would do if he COULD" to ease the dialing ratio up or down based on "now".

Each minute: If wait times are high and drop calls are low (enough), increase the ratio by "0.1". If drop calls are (too) high, decrease the ratio by "0.1".

Run that every minute and the system will slowly react to the present situation. But no human has to look every minute and "decide". Calculation of the wait times is the trick.

[omarrodriguezt]

That's sounds good, thank for sharing @william

[mav2287]

Anyone ever submit anything like that to SVN for testing?

[williamconley]

To date we've never had a client stay interested long enough to finish it. Keeps stalling. So ... nope. Nothing ever submitted cuz it's never been completed. Would be a great addition, though, for smaller rooms unable to take advantage of "adapt".