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--- en:module_manual:dialer:dialer [2013/10/30 07:47] – [Advanced setting] shangy
+++ en:module_manual:dialer:dialer [2014/11/17 01:51] (current) – [Advanced setting] solo
@@ Line 6: / Line 6: @@
 **Flow：** The dialer calls the customer, when the customer picks up the phone, the dialer switches the call to the idle agent.
 **Advantages：** Save agents' time which should have been used in dialing and waiting, and avoid the customers who cannot get connected.
-**Use：** outbound marketing compaign, promoting, broadcasting; playing record after picking up; phone number filter (Distinguish the numbers can be reached from those cannot in a pile of numbers.)
+**Use：** outbound marketing campaign, promoting, broadcasting; playing record after picking up; phone number filter (Distinguish the numbers can be reached from those cannot in a pile of numbers.)
 System administrator, team administrator and group leader are able to enter the dialer page to set the dialer.
 First we may want to know the structure of the dialer page.
 {{:en:module_manual:dialer:拨号器_最大并发限制.png|}}
 **“asterCC Call Center”** is the name the system administrator set for this team.
-**“Max dialer concurrent: 10”** The system administrator and the team administrator can set this in the dialer setting page. In this whole team, 10 calls can happen at the same time maximumly, that is, the total number of the calls get connected, be waiting, and ringing cannot exceed 10. Even if the three add up tp 10 and you still have 2 idle agents, the system will not keep placing calls. This number have influnce on the effects of the dial.
+**“Max dialer concurrent: 10”** The system administrator and the team administrator can set this in the dialer setting page. In this whole team, 10 calls can happen at the same time maximally, that is, the total number of the calls get connected, be waiting, and ringing cannot exceed 10. Even if the three add up to 10 and you still have 2 idle agents, the system will not keep placing calls. This number have influence on the effects of the dial.
 {{:en:module_manual:dialer:拨号器_技能组状态.png?768|}}
@@ Line 25: / Line 33: @@
 **Group 1** is the name of the agent group, and the parameters behind are the agents statistics.
-Only the outbound compaign which opened the dialer will be shown in the table below (the task of group 1).
+Only the outbound campaign which opened the dialer will be shown in the table below (the task of group 1).
 {{:en:module_manual:dialer:拨号器_任务列表.png?768|}}
 **Campaign：** the name of the campaign, click the name and you can see the real time call information (how many are ringing, how many are waiting and how many are on the call.)
 {{:en:module_manual:dialer:拨号器_详细.png?768|}}
 **Max calls：** the function is the same as the max dialer concurrent, only this one is for this specific task. This parameter valid in the “By max calls” mode.
-**Worktime：** the dialer dials in the spedific time range. Not entering anything here means it dials all the time as long as the dialer is enabled.(if it is in "By available agent" mode, only when there is signed in agent can it dial.)
+**Worktime：** the dialer dials in the specific time range. Not entering anything here means it dials all the time as long as the dialer is enabled.(if it is in "By available agent" mode, only when there is signed in agent can it dial.)
 **Waiting for dial：**How many customers are left in the list to be called. If there are not enough, please recycle in time.
 **By max calls：** Dial according to available concurrent. Generally, available concurrent= max-occupied. But in the advanced settings, some parameters can affect the available concurrent. You can regard this as the top limit.
-Max call concurrent follows: //authorised >= team >= campaign >= your concurrent setting//
+Max call concurrent follows: license limit >= team >= campaign >= current setting
 If your concurrent setting exceeds the above one, then the above one will be replaced by the new figure you have set.
-**By available agent：**Dial according to the idle percentage of agents. (When using this mode, if there is no agent signed in, the system will stop dialing.) If one online agent is idle, and the percentage we enter 200, that means every time it dials 2 customers. (The parameter in the advanced settings will influnce the customer number here.)
-Click 【Start】 to enable the dialer.
+**By available agent：**Dial according to the idle percentage of agents. (When using this mode, if there is no agent signed in, the system will stop dialing.) If one online agent is idle, and the percentage we enter 200, that means every time it dials 2 customers. (The parameter in the advanced settings will influence the customer number here.)
+Click 【Start】 to enable the dialer.
 ===== Advanced setting =====
@@ Line 64: / Line 83: @@
 Let's assume that we dial <wrap em>by available agent</wrap>, the idle agents are <wrap em>3</wrap> ang the percentage is <wrap em>300%</wrap>, the max concurrent of your team is <wrap em>20</wrap>, the number of customers in call is <wrap em>7</wrap>, and the number of customers in ring is <wrap em>2</wrap>, the number of customers waiting is <wrap em>4</wrap>, and the dial limit is <wrap em>5</wrap>.
-Theoretically, the dialer is placing 3*300%=9路, but according to the concurrent setting of the team, there should be only 20-7-2-4=7路, and now we found that the dial limit is 5, then the dialer only places 5 calls this time. This limit is to distribute the customers in ring more averagely(错时振铃，等于并发允许的情况下，把你预期的9路分成两次发起), avoid too many customers answering the call at the same time, which would be a waste of customer data. And mathematically, there will be less idle agents.
+Theoretically, the dialer is placing 3*300%=9 calls, but according to the concurrent setting of the team, there should be only 20-7-2-4=7 calls, and now we found that the dial limit is 5, then the dialer only places 5 calls this time. This limit is to distribute the customers in ring more averagely(to split the calls to several times to get a better agent answer rate), avoid too many customers answering the call at the same time, which would be a waste of customer data. And mathematically, there will be less idle agents.
 **Dialer interval：** How many seconds between two calls the dialer dials.
@@ Line 76: / Line 95: @@
 Assume that there are 2 idle agents, and the system predicts that there is going to be another idle one, and to make sure they will get calls immediately, we need to call 3 customers and they must all answer, so the three agents can be engaged. But the answered rate is 80%, which means we call 10, and 8 will answer. So the system predicts that 3/0.8=3.75≈4 customers shall be called.
-This number follows the concurrent limit and 单次 concurrent limit. If this number exceeds the limit, we follow the lowest limit.
+This number follows the concurrent limit for whole campaign and concurrent limit for every single time. If this number exceeds the limit, we use the lowest limit number.
-**Answered ringing：**截止到当前所有接通的客户中，平均需要振铃多少秒才能接起电话。可根据系统算出的参考值填写。此参数用于计算振铃中的有效客户数，即有可能接通的客户数，也就是超过这个振铃时长的客户被视为无法接通。By now in all the customers who answered, how long it rings until the phone is picked up.
+**Answered ringing：**By now in all the customers who answered, how long it rings until the phone is picked up. You can enter according to the number which the system calculated, that is, the possible customer who will answer. After the time set here, we may consider this customer will not answer the call.
-假设有3个空闲坐席，振铃中的客户有(A已振2秒,B已振2秒,C已振5秒,D已振11秒)，接通客户的平均振铃时长是9秒，刚才我们提到根据客户接通率需要拨打4个客户才能保证三个坐席工作，由于ABC客户处于振铃中，并且振铃时长小于接通客户平均振铃时长9秒，拨号器认定这三个客户有可能会接听电话(D被舍弃了，因为他的接通概率较低，小于历史平均值，如果还把他当作有效客户，会大大降低坐席工作效能)。那么我们只需要再拨打4-3=1个客户就可以保证三个坐席工作了。
+Assuming that there are 3 idle agents, the customers in ringing are A(2s), B(2s), C(5s) and D(11s), the average answered ringing time is 9s, and we mentioned that in order to fulfill the 3 agents we have to call 4 customers. ABC are all in ringing, and D has already exceeded 9s, so the dialer predict that there are only 3 may answer the call. And now we just need to call 4-3=1 customer to fulfill these 3 agents.
-**客户平均等待时长：**振铃中的客户应答后，都会进入等待池中，系统将这些等待客户陆续分配给空闲坐席，即坐席接通的客户在队列中的平均等待时长 。也可以反着理解，就是等待池中小于这个等待时长的客户，都有可能与坐席建立通话。
+**Customer waiting：**All the customers who has picked up the phone will be put into a waiting queue, and the system will assign these customers to idle agents. This is how long a customer waits to be get connected to the agent after picking up the phone. That is, customers in the queue who has been waiting for less than this time are likely to get connected to the agents.
-也就是说拨号器再次发起拨号时，可以少拨一些客户(<wrap em>有人会问，都没有空闲坐席了，为什么还要拨号呢？</wrap>)，因为一旦有坐席空闲，等待池中的客户（客户可能还未挂机）就会与坐席建立通话，避免造成更多客户进入等待状态（大部分客户都不会忍耐的，设置此参数可以减少应答客户数据损失）。
+That means when the dialer dials again, it will dial less customers. Some may ask, <wrap em>since there are no idle agents, why does it still dial?</wrap> That's because as soon as the agent becomes idle, the customer in the queue will be connected to the agent, so that there won't be more customers in waiting (therefore, this parameter would reduce the answered customer loss).
+<wrap em>You may ask, why system continue dial even there're no idle agents?</wrap>
-<wrap em>有人会问，都没有空闲坐席了，为什么还要拨号呢？</wrap>
+To reduce the agent idle time, it's necessary to predict when the call will end, so agent and customer will perfectly match
-看来你还没理解预拨号的真正含义，都等坐席空闲才拨号，那只能叫做自动拨号，坐席每次挂断电话，都需要等待一些时间，这些时间就白白浪费了。预拨，预计你即将空闲了，在空闲那一刹那保证有一个客户再次分配给你，让坐席能够持续处于通话状态，所以我们要在你即将空闲时，帮你联系一些客户。
+**Enable Adv. Settings** When its checked, the following options will be applied to dialer
-**启用设置**，勾选中此设置，代表启用。是指启用以下5个参数调节拨号器拨号效率。
+**Talking time：** The average talking time between agents and customers.
-**平均通话时长：**坐席与客户平均通话时长，即坐席通话多久后会挂断电话。拨号器根据此参数预测出哪些坐席即将空闲，为他们提前拨号，争取在他们进入空闲的一刹那立即可以接听新的电话。
+**ACW time：** If the agent group is configured to use ACW, when agent hangup a call, they will enter ACW mode, system will think the agent is not ready to take another call, this means the average time for agent to exit acw mode
-**平均话后时长：**如果坐席组开启了话后（通话结束后，需要进行一些业务处理，此期间不希望接听电话）模式，那么坐席挂断电话后，会进入话后状态（此时不属于空闲，类似于示忙），此参数是指坐席话后处理一般需要多长时间，拨号器用此参数预测哪些坐席即将进入空闲状态。
+Short call means for some customer, after they start to talk with agents, they just hangup or refuse to continue after a period of time.
-短话单(短通话)是对上述平均通话时长和平均话后时长的一种细分。多数指一些无效客户，虽然接通了，但是此类客户并不配合，很快就与坐席结束通话了，所以坐席在此客户身上花费的通话时间和话后处理时间相对较少，属于一种普遍存在的现象，细分出来，有利于预判坐席进入空闲状态的时间。
+**Short call time：** The average taking time for a "short call"
-**短话单时长：**坐席在短通话情况下，与客户通话的平均时长。此值要求管理员根据录音和坐席提交结果进行总结，看看这种短话大致为多少秒。
+**Short call acw time：**How long it will take agent to finish a "short call" if acw is enabled.
-**短话单话后处理时长：**短通话情况下，并且开启了话后模式，坐席挂断电话后在处理业务时需要多长时间。
+**Short call rates：** The percentage of short calls in all answered calls.
-**短话单比例：**短通话在此任务全部通话中所占比例。坐席与客户通话中，有一部分通话可能刚开始，此时通话时长会小于短话单时长，但我们不能直接它认定为短话单，所以根据此值判定其中一部分可能是短话单。
+<note important>When using By Max Calls, only Dial Limit and Dialer interval will affect</note>
-<note important>当按最大并发模式拨号时，只有单次拨号上限和预拨号间隔两个参数起作用。</note>
+===== Formula in dialer =====
+Now we talk about the algorithm
-===== 预测计算方法 =====
+**By Max. Calls**
-参数我们都了解过了，现在介绍下详细的计算过程，看看拨号器对这些参数的使用流程。
-**按最大并发值**
+  * <wrap em>Numbers to dial</wrap> = Max. Calls - Ringing customers - Waiting customers - Talking customers
-  * <wrap em>拨号数</wrap> = 最大并发值 – 振铃中客户 – 等待中客户 – 与坐席通话的客户
+**By available agents**
-**按坐席百分比**
+  * Available Agents = All idle agents (exclude the "Outbound Only"）
-  * 空闲坐席数 = 所有状态为空闲的坐席数（工作模式不能是仅呼出）
+  * Valid Ringing Customers = (Ringing time <= "Answered Ringing") * Answered Rate
-  * 有效振铃客户数 = (当前振铃时长<=客户接通平均振铃时长的话务数量) *客户接通率
+  * Valid Waiting Customers = Customer waiting time < "Customer Waiting"
-  * 有效等待客户数 = 客户当前等待时长<客户平均等待时长的话务数量
+  * <wrap em>Numbers to dial</wrap> = (Available Agents - Valid Ringing Customers - Valid Waiting Customers)/Answered Rate* Percentage
-  * <wrap em>拨号数</wrap> = (空闲坐席数–有效振铃客户数–有效等待客户数)/客户接通率*坐席百分比
+**By available agents (Enabled Adv. setting)**
-**按坐席百分比（启用高级设置）**
+  * Available Agents = All idle agents (exclude the "Outbound Only"）
-  * 空闲坐席数 = 所有状态为空闲的坐席数（工作模式不能是仅呼出）
+  * Available Agents from ACW = Agent who is in ACW and his his ACW time is greater than ("ACW Time" - "Answered Ringing")
-  * 话后中预计可用坐席 = 处于话后状态的坐席当前话后时长大于(平均话后时长-客户接通平均振铃时长) 的数量
+  * Available Agents from short calls = Current answered customer number * short call rate
-  * 短话单预计可用坐席 = 当前通话时长小于短话单时长的话务量*短话单比例
+    Duration of a call should be greater than (Short call time + short call ACW time - Answered Ringing)
-    当前通话时长必须大于(短话单时长 + 短话单话后处理时长 -客户接通平均振铃时长)
+  * Available Agents from long call = Current call duration is greater then short call time and greater than (Talking time + ACW time - Answered Ringing
-  * 长话单预计可用坐席 = 当前通话时长大于短话单时长并且大于(通话时长 + 话后时长 -客户接通振铃时长)的数量
+  * Valid ringing customers =  (Current ringing <= Answered Ringing) * Answered rate
-  * 有效振铃客户 =  (当前振铃时长<=客户接通平均振铃时长的话务数量) *客户接通率
+  * Valid waiting customers = Current waiting time < "Customer Waiting"
-  * 有效等待客户 = 客户当前等待时长<客户平均等待时长的话务数量
+  * <wrap em>Numbers to dial</wrap> = (available agent + available agent from ACW + available agent from short calls + available agent from long calls - valid ringing - valid waiting ) / Answered Rate * Agent percentage
-  * <wrap em>拨号数</wrap> = (空闲坐席数+话后中预计可用坐席+短话单预计可用坐席+长话单预计可用坐席-有效振铃客户-有效等待客户) /客户接通率* 坐席百分比
+<note important>The numbers is the max number it is supposed to dial, but the actual numbers dialed will be limit by campaign max calls, max calls for each dial, license in predictive dialer, dial limitation of the team</note>
+===== Dial list =====
-<note important>注：以上得出的拨号数为预测应拨数量，最终本次拨号数量会受预拨号任务的最大并发限制、单次拨号上限、预拨号并发授权、团队预拨号并发上限等参数限制。</note>
+From the dial list, it would list all numbers waiting in the list
-===== 查看拨号列表 =====
-列表内客户，都是拨号器要拨打的客户，未拨打时，都处于待拨状态。
 {{:en:module_manual:dialer:拨号器_查看拨号列表.png?768|}}
-如果你看到一些客户的拨号状态不是待拨，说明拨号器已拨打了此数据，但是数据还未被系统删除（列表内数据都是临时的，拨打后系统把拨号状态更新到客户包中，然后删除列表内数据。），需要等待通话结束后1分钟才能被删除。
+If the dial status is not open, means the dialer dialed the number, but the record is not removed yet, it will take 1 minute to remove the data when the call finish.
-删除选中，从预拨号列表中删除勾选的客户。
+"Delete Checked": delete checked records from current page
-删除全部，从预拨号列表中删除符合当前搜索条件的所有客户。
+"Delete All": delete all matched records from dial list
-只能删除拨号状态为待拨的数据。
+<note important>You can only delete when the status is open</note>
-===== 数据回收 =====
+===== Recycle =====
-查看客户包内的数据，将包内数据复制放入到预拨号列表中。
+This function is used to copy the numbers from customer list to the predictive dialer list.
 {{:en:module_manual:dialer:拨号器_数据回收.png?768|}}
-回收选中数据，从客户包列表中回收勾选中的客户。
+Recycle Checked, only recycle the checked customers
-回收全部当前条件数据，从客户包列表中回收符合当前搜索条件的所有客户。
+Recycle All By Conditions, recycle all customers in the package which math the conditions
-回收时，需要填写以下参数
+You need put the following parameters before recycle
-**预拨号码：**指定拨号器要拨打客户哪个号码字段。
+**Phone Num:** The field which will be copied to dial list.
-**优先级：**填写正整数，数字越大，越优先拨号。
+**Priority：**An integer, the bigger it is, the higher priority it has.
-**拨号时间：**可以指定什么时间才拨号。默认值0000-00-00 00:00:00为任何时间。
+**Scheduler: **When you want the dialer call the number, it is 0000-00-00 00:00:00 by default, means any time.
 {{:en:module_manual:dialer:拨号器_回收框.png|}}
-回收可以根据你的实际需要，来选择相应的客户。
+You could recycle the customers according to your actual needs. Usually you'd like to recycle dial status = Customer Answered, which means customers answered the call but somehow agent didn't talk to them.
-一般来讲都是回收 拨号状态=客户应答的数据。此类数据是客户应答了，但是没有坐席服务，具有再次拨打价值。

en/module_manual/dialer/dialer.1383119272.txt.gz · Last modified: 2017/12/12 03:11 (external edit)

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