Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: 8isim on December 01, 2016, 02:40:20 PM
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Hello guys,
Our new idea is to set parameter "[b]small_group_size[/b]" to [b]~30[/b] and "[b]predictive_algorithm[/b]" to "[b]advanced_small_group[/b]".
What do you think? Will OCS predict better with so big "small groups"? Or this option is for groups with <10 agents?
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Magic balls broken...what is your problem? Better than what? How many agents? Dialing info? Heck...give some background
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We want to decrease abandoned rate and average waiting time.
One of the options is to increase the predictive power of algotithm. So our idea is to try advanced_small_group algorithm.
Since usually we have quite many agents (at least ~100), we are thinking to defince a "small group" as the one which has less than 30 agents. But I'm afraid that for 20-30 agents classical predictive algorithm will perform better than advanced_small_group.
What is your opinion?
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Already told you on another post what to do, this dialing alg only tells how to dial, don't control abandon rate.
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[quote author=cavagnaro link=topic=9991.msg45342#msg45342 date=1480612261]
Already told you on another post what to do, this dialing alg only tells how to dial, don't control abandon rate.
[/quote]
I agree that management of dialer plays very important role. But the prediction model used is also of high importance because the model influences the speed of dialer through prediction of time when an agent will be ready. At least this is how I understand the work of dialer.
Special model for small groups was created probably because it is more difficult to predict availability of agents if you have a low number of them. So my question is for how small groups this model is created. Will it predict the availability of agent better than classical model if 30-40 agents are logged in.
Please correct me if I'm wrong. Thank you.
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Kinda wrong, the dialing method is that, predict when and how much to dial for that campaign on predictive mode. If you see there is no difference after that, you still have to chose one of the 3 optimization methods, Overdial, Agent busy factor or Avg Wait Time. Those 3 and it's settings do will impact on abandon rate but you already set the small group algorithm. As you can see this small group will affect all 3 methods.
If you put 100% on Busy Factor you for sure will have a lot of abandons, no matter if small group or not.
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For outbound, 30 is a small group.
If you set the small group size to 100, that would be too many, but 30 is completely reasonable. But, the level at which small group is better depends on your data, your agents, and the management of the campaign. With very consistent data the standard algorithm can do well with as few as 1 agent, but if the behaviour of the list, agents, or campaign manager varies wildly it might be better to set your small group size to 50.