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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: stuffdivision on March 31, 2015, 08:42:02 AM

Title: Predictive dialing mode. Optimization parameters.
Post by: stuffdivision on March 31, 2015, 08:42:02 AM

Hi

Is anybody know what the Maximum Gain parameter in predictive mode means?

Also guys, for example, i got call-list with ~23 000 records, and 110  active agents. I use this settings:

[img width=438 height=480]http://i.imgur.com/1CZ6NhS.png[/img]

Is it ok? Or i should change Buffer size coefficient adn number of CPD Ports?

P.S: Very sorry for my poor english :)

Title: Re: Predictive dialing mode. Optimization parameters.
Post by: Kubig on March 31, 2015, 08:50:57 AM

As first I strongly recommend to study the available OCS guides, where is all used algorithms are described very well. In general, for predictive campaigns the most important factors are:

* Number of agents
* Average Talk time + wrap up/ACW
* Average Not Ready time
* Average dials per successful connect
* Call setup time
* Number of dial ports

Title: Re: Predictive dialing mode. Optimization parameters.
Post by: stuffdivision on March 31, 2015, 02:04:33 PM

[quote author=Kubig link=topic=8779.msg39044#msg39044 date=1427791857]
As first I strongly recommend to study the available OCS guides, where is all used algorithms are described very well. In general, for predictive campaigns the most important factors are:

* Number of agents
* Average Talk time + wrap up/ACW
* Average Not Ready time
* Average dials per successful connect
* Call setup time
* Number of dial ports
[/quote]

Kubig, can u give me some advice about number of dial ports?

Number of agents = 110
Number of CPD ports = 10
is it ok?

PS: I apologize, i need a time to translate OCS guide. Our support quite limited :'(

Title: Re: Predictive dialing mode. Optimization parameters.
Post by: Dionysis on April 10, 2015, 05:15:56 AM

110 agents with 10 CPD ports is not likely to be enough, unless you have very long AHT and a very low average dials per contact.

The CPD port is in use from when the dial is made, to when the call result is detected, in some cases this can be 30 seconds, and sometimes more.  There used to be a calculator you could get that allowed you to work out exactly how many CPD ports you need but I haven't seen it in a long time.  I use a 2:1 (agent:cpd port) ratio as a minimum generally.

Title: Re: Predictive dialing mode. Optimization parameters.
Post by: raj_9489 on April 19, 2015, 07:58:22 PM

I completely agreed with last explanation provided .

In this case Average AHT (+Average Talk time + wrap up/ACW) does matters and to be sure on that ,would recommend you to refer the reports of last few days (assuming you have structured AHT reports inbuilt reporting) and see whats the average AHT Comes from daily dialing.

By the way 2:1 ratio is also good i believe.

Thanks ,