The supported Campaign Types in Fenero Contact Center are described below.
Inbound: w/ Manual Outbound - this mode allows agents to receive inbound calls and handle manual outbound calls simultaneously.
Outbound: Manual or Preview - allows agents to perform manual outbound calls and does not use automatic dialing. Agents logged in to a Manual or Preview campaign must a) click Dial Next # in the agent interface to request the next lead from the system or b) have Auto Dial Next Number enabled on their station. With Auto Dial Next Number enabled, the system will automatically present to the agent and, if not in preview dialing mode, dial the lead.
Outbound: Line-to-Agent Ratio - this is an autodialer mode that dials a specific number of lines for each agent without predictive analysis. You control this ratio by choosing an appropriate value from the Line-to- Agent Ratio option in the Dialer tab for your campaigns. For example, if your Line-to-Agent ratio is set to 2 lines for each agent, this mode will always dial two calls for each agent in a Ready or Idle state in the system.
Predictive Dialer Overview
The following outlines the methods used to predictively dial outbound calls within the system using any of the Outbound Predictive dial methods.
The first step of the predictive dialer's algorithm gathers data to analyze. In order to properly analyze calling trends and adapt to the current list that's being called we first gather a lot of data for analyzing.
The first set of data we gather is the recent queue and agent statistics for each campaign. This information is gathered every 2.5-3.0 seconds and are all averages of the last 15 and 60 seconds of agent and queue activity:
- The average number of agents that are logged into the campaign across one minute
- The average number of calls waiting to be transferred to an agent across one minute
- The average number of agents waiting for calls across one minute
- The difference between the waiting calls and ready agents across one minute. If this number is positive, it means that on average more agents were waiting for calls than calls waiting for agents in the last minute for that campaign.
The second set of data gathered is dropped call metrics across several intervals as well as faster agent and queue call statistics. The process responsible for this data set's gathering is also responsible for changing the dial level for your predictive outbound campaigns.
Every second, this process gathers:
- The average number of agents that are logged into the campaign for the last 15 seconds
- The average number of calls waiting to be transferred to an agent for the last 15 seconds
- The average number of agents waiting for calls for the last 15 seconds
- The difference between the waiting calls and ready agents for the last 15 seconds
Every 15 seconds, it performs the following:
- Calculates the average dial level differential for the last 15 seconds
- Apply the campaign's Predictive Target setting
- Apply the campaign's Predictive Intensity setting
- Calculate the new desired dial ratio based on the predictive mode
- Check the drop rate limit based on the predictive mode (as described below)
- If the drop rate is over the limit, the proper equation is used to figure out new dial ratio difference 7. Change the dial ratio for the campaign to the new suggested ratio based on all data gathered
Every minute, this process also gathers the following information:
- Total drops and total calls for the campaign since midnight
- Total drops and total calls for the campaign in the past hour
- Total drops and total calls for the campaign in the past half hour
- Total drops and total calls for the campaign in the past five minutes 5. Total drops and total calls for the campaign in the past one minute 6. Calculate the drop percentage for display in the Real Time app.
Please note that the dialer will automatically assign a dial ratio between 1.0-1.5 if it has exceed its calculated limits, such as exceeding the dropped percentage defined for a campaign by more than a multiplier of 1.2 times the defined limit.
An overview of each method is further defined below.
Outbound: Predictive - Aggressive - this is an autodialer mode that dials predictively up to the Dropped % limit defined in the Dialer tab of your campaigns. Once the Dropped % limit has been reached, the dialer automatically slows down its pace until this percentage limit has been reduced. It repeats this pattern throughout the entire duration of the campaign.
Outbound: Predictive - Progressive - this is an autodialer mode that dials predictively. It allows going over your Dropped % limit defined in the Dialer tab of your campaigns, but only for the first several hours of your hours of operations. It subsequently reduces its intensity as your shift goes on.
Outbound: Predictive - Normal - this is an autodialer mode that dials predictively and maintains an average pace over the previous two methods. It doesn't enforce strict limitations but continues to dial as it tries to remain within them.
For all Outbound Predictive modes, the dialer automatically controls the dial ratio. You may override this setting by simply modifying the Line-to-Agent ratio dropdown on the Dialer tab for your campaigns. This change will only take effect temporarily, as the dialer will automatically readjust the dial ratio according to its calculated settings.
You can also affect the intensity and call targets for your predictive dialing campaigns by using the Predictive Intensity and/or Predictive Target options in your campaign settings.
Predictive Intensity is used to adjust the dialer's intensity either higher or lower. The higher a positive number you select, the greater the dialer will increase the call pacing when it goes up and the slower the dialer will decrease the call pacing when it goes down. The lower the negative number you select, the slower the dialer will increase the call pacing and the faster the dialer will lower the call pacing when it goes down. Default is 0 for maintaining a balanced intensity level.
Predictive Target is used to define whether you want to target having a specific number of agents waiting for calls or a specific number of calls waiting for agents. For example if you would always like to have on average one agent free to take calls immediately you would set this to -1 targets 1 agent waiting for a call, if you would like to target always having one call on hold waiting for an agent you would set this to 1 targets 1 call waiting for agents. Default is 0 for maintaining a balanced target of calls waiting for agents versus agents waiting for calls.