OCS Incorrectly calculates 'Predictive Data'

[Alan Sharp]

Am having a problem with engaging a predictive mode with OCS. Whenever I do, OCS either dials uncontrollably (like 190 requests / second) or dials slowly and eventually stops.
Looking at the logs, I see strange figures for the 'Predictive Data' that I assume OCS uses to pace dialling in predictive mode:

05/13/03 14:14:26.288> ACDGroup Message.
acdGroupDBID: 107. acdGroupName: O2Glasgow. Queues: 2883(Q) 3101(RP)
GroupCampaign List:
Campaign DBID: 105. Name: O2_Glasgow. Mode: Predictive. VoiceDest: 3101. SentCalls: 10. DialedCalls: 0. SentEngageCalls: 0. NoRecords: 8318.
Predictive data
Calls predicted: 0.
Expected values: Busy Factor= 0.748. Abandon Rate= 0.109. Wait Time= 18.000
Real values: Busy Factor= 1.305. Abandon Rate= 0.126. Wait Time= 12.514
Current Statistics
Agents Total: 18 Ready: 6 Engaged: 0 BusyOut: 4 BusyInB: 0
BusyPaper: 0 BusyInt: 0 BusyRing: 0 BusyDial: 0 NotReady: 4 NotAvail: 4
Calls Outbound Dialed: 0 Queued: 0 Diverted: 0 Established: 4
Calls Inbound Queued: 0 Diverted: 0 Established: 0
History Hit Ratio: 0.208 Call Duration: 53.558 Dial Duration: 16.083 Inbound Traffic: 0.000
Last Forecast: 0 Really Dialed: 0 Additional Calls: 0 Removed Calls: 2635
Completed Calls Out: 513, In: 10. Abandoned Calls Out: 74, In: 0. Stale Calls 10

It seems to be measuring Busy Factor at 130% and Wait Time as minus 12.5 seconds.
Definity switch. Agent group is blended... We have two skills, one inbound one outbound & the agents are present in both; I tried adding the inbound queue to origination DN's list but made no difference.

Anyone seen anything like ths before? Am I right in assuming that these values for Wait Time, Busy Factor are wrong and would cause errors with pacing?

Thanks
Alan

[Katherine]

Yes, you are right.
But it looks like it is not the predictive algorithm that is not functioning correctly, but teh overall system setup.

First, look at this:
Expected values: Busy Factor= 0.748. Abandon Rate= 0.109. Wait Time= 18.000
Real values: Busy Factor= 1.305. Abandon Rate= 0.126. Wait Time= 12.514

OCS was targeting a busy factor of 0.748 while in fact you got 1.305.
It is beyond me how you can get 1.305 busy factor, since it means that your agent must be handling more than one call at the same time.

My first guess would be blending. The inbound calls are messing up the stats. Wait time of 14 is really scary, because it looks like it is calculating calls that it probably did not originate.

Do you have calls other then the ones generated by OCS and ERS go to the same queue?

[Alan Sharp]

Yeah, Katherine.

Thanks for your input.
Some of the agents are blended in that they have two skills on the switch...
Outbound calls go to ACD Queue 2883 (skill 83) whereas inbound calls go to ACD Queue 2882 (skill 82). I noticed from looking at the logs that the predictive data stats degrade over the course of the day, gradually becoming impossible like > 100% BF. Guess this could be the effect of the gradual increase in total number of inbound calls adversely affecting things?

Problem is we have to keep the inbound agents in the inbound skill as well as the outbound one for reporting purposes.
Anyone had to deal with this sort of thing before? Could I work round this by using a Virtual Queue somehow, or is it absolutely imperative that agents in one agent group only get calls from in one ACD Queue?

[gauthier]

Genesys only supports agent to be logged in 1 ACD Queue at the time. The only way to do blending between Inbound and Outbound calls is to use URS and send the calls made by OCS to a Routing Point. Hope this helps.

[Vic]

I am looking through the manual and I am seeing that it says that blending is supported for progressive only in 6.5.1! It does not say that predictive blending is supported at all!
Can someone please verify it for me?