Predictive mode: High average waiting time

[genirule]

Hello I have outbound team with 30 agents that are doing predictive mode and in the morning everything is fine, but in afternoon and evening waiting time is high(average around 2 minutes), I have tried everything, currently I have set optimization parameter: average waiting time to 5 sec, still no results.
Here are my other parameters on application level and their settings:
[code]agent-reassignment-if-waiting-ports TRUE
agent-reassignment-if-waiting-records TRUE
beep-on-merge FALSE
check_dnc_list TRUE
cpd-on-connect TRUE
divert_to_unknown_dn FALSE
predictive_callback FALSE
predictive_hot_start FALSE
predictive-longcalls-truncation FALSE
transfer_to_unknown_dn FALSE
agent-assignment-max-num 0
agent-reassignment-if-waiting-ports-timeout
am-beep-detection FALSE
call_answer_type_recognition
call_timeguard_timeout
call_transfer_type
campaign-callback-distr
channel_num 0
dynamic-port-allocation FALSE
engaged_answer_action
engaged_release_action
http-connection-pool-size
http-response-timeout
ignore-empty-group
merge-method
ocs_group
on-bridging-unable
outbound_answer_action
outbound_release_action
pa-hitratio-min
pa-safe-dialing FALSE
pa-selfcheck-interval
pa-selfcheck-odr-threshold
predictive_algorithm
predictive_inbound_rate
predictive_outbound_call_duration
preview_release_nocontact_action
progressive_blending_reserved_agents
progressive_blending_reserved_status
recall-on-unload
remote_release_action
time-to-ready-tolerance
treatment_sched_threshold
update_all_records
validation-timeout-call-result
agent_logout_preview_call_result 39
call_wait_connected_timeout 30
call_wait_in_queue_timeout 120
inbound_agent_outlier_limit 276
inbound-agent-assignment-min-num 0
inbound-agent-assignment-priority 0
outbound_agent_outlier_limit 150
predictive_hit_ratio 70
predictive_inbound_call_duration 280
predictive_max_overdial_rate 10
history_length 60
agent_preview_mode_start FALSE
call_wait_agent_connected_timeout 6
call_wait_original_establish_timeout 4
callback-observe-group FALSE
cancel-on-desktop TRUE
check_dnc_callback FALSE
cpd-recording FALSE
CPNPlan 0
CPNPresentation 0
CPNScreening 0
CPNType 0
dialer-num-attempts 3
dialer-ttl 5
dialing_rate_limit 100
direct-personal-callback TRUE
force-unload-wait-db FALSE
hard_request_to_login_dn FALSE
interaction-media-type outboundpreview
pa-dial-expire 2
pa-handle-expire 30
pa-handle-time-consider 1800
pre-dial-validation FALSE
record_processed TRUE
record_save_intermediate_results TRUE
snapshot_interval 600
stale_clean_timeout 30
[/code]

On campaign level:
[code]Number of channels  30
minimum record buffer size 4
optimal record buffer size 6
maximum queue size 0
[/code]

Do you see something that I need to change, any other recommendations what to do, where to look, thank you.

[cavagnaro]

what does the Predictive parameters has to do with list quality and filters?
Check your hitRatio, agents stats, how many are being answered really by customers...
Moving just which algorithm is used will not impact your problem

[genirule]

can you please explain a little bit with more details.
I was thinking that my problem is connected with parameters set.
For example
predictive_max_overdial_rate 10
predictive_hot_start FALSE


thank you for your time

[vyanicha]

Hi It so many information do need for your consideration

*How is current hit ratio at current occurrence
*does the port is port monitor is increasing at occurrence ( port usage)
*did you check theres is waiting record at current time,waiting port (able to check by ccpulse),
*check your provider if your check your current hit ratio is  very low compare to daily hit ratio
*how was your treatment setting for every record

[Fra]

[quote author=genirule link=topic=8603.msg37934#msg37934 date=1416815378]
can you please explain a little bit with more details.
I was thinking that my problem is connected with parameters set.
[/quote]

And why would you have an issue with the same set of parameters only in the afternoon?

As already pointed out by others, check the hit ratio in the afternoon and compared it with the morning's; verify if the OCS logs report WAITING RECORDS; double check which numbers are called throughout the day (e.g. if you call business numbers in the evening it's likely you are going to come across several 'No Answer') etc

[cavagnaro]

Guys this post is from 2014...don't bring back zombies

Enviado de meu E6633 usando Tapatalk

[Fra]

LOL 

Didn't notice, how silly was I!