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en:module_manual:dialer:dialer [2013/12/05 08:44] solo [Dialer] |
en:module_manual:dialer:dialer [2017/12/12 03:05] (current) |
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| 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). | 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>有人会问，都没有空闲坐席了，为什么还要拨号呢？</wrap> | + | <wrap em>You may ask, why system continue dial even there're no idle agents?</wrap> |
| - | 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。 | + | To reduce the agent idle time, it's necessary to predict when the call will end, so agent and customer will perfectly match |
| - | **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。 | + | **Enable Adv. Settings** When its checked, the following options will be applied to dialer |
| - | **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。 | + | **Talking time：** The average talking time between agents and customers. |
| - | **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。 | + | **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 |
| - | 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 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 time：** The average taking time for a "short call" |
| - | **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 acw time：**How long it will take agent to finish a "short call" if acw is enabled. |
| - | **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。 | + | **Short call rates：** The percentage of short calls in all answered calls. |
| - | <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> | + | <note important>When using By Max Calls, only Dial Limit and Dialer interval will affect</note> |
| ===== Formula in dialer ===== | ===== Formula in dialer ===== | ||
| - | 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。 | + | Now we talk about the algorithm |
| - | **按最大并发值** | + | **By Max. Calls** |
| - | * <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 | + | * <wrap em>Numbers to dial</wrap> = Max. Calls - Ringing customers - Waiting customers - Talking customers |
| - | **按坐席百分比** | + | **By available agents** |
| - | * 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 = All idle agents (exclude the "Outbound Only"） |
| - | * 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 Ringing Customers = (Ringing time <= "Answered Ringing") * Answered Rate |
| - | * 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 | + | * Valid Waiting Customers = Customer waiting time < "Customer Waiting" |
| - | * <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 | + | * <wrap em>Numbers to dial</wrap> = (Available Agents - Valid Ringing Customers - Valid Waiting Customers)/Answered Rate* Percentage |
| - | **按坐席百分比（启用高级设置）** | + | **By available agents (Enabled Adv. setting)** |
| - | * 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 = All idle agents (exclude the "Outbound Only"） |
| - | * 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 ACW = Agent who is in ACW and his his ACW time is greater than ("ACW Time" - "Answered Ringing") |
| - | * 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 | + | * Available Agents from short calls = Current answered customer number * short call rate |
| - | 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) | + | Duration of a call should be greater than (Short call time + short call 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 | + | * Available Agents from long call = Current call duration is greater then short call time and greater than (Talking time + ACW time - Answered Ringing |
| - | * 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 ringing customers = (Current ringing <= Answered Ringing) * Answered rate |
| - | * 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 | + | * Valid waiting customers = Current waiting time < "Customer Waiting" |
| - | * <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 | + | * <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 |
| - | <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> | + | <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 ===== | ===== Dial list ===== | ||
| From the dial list, it would list all numbers waiting in the list | From the dial list, it would list all numbers waiting in the list | ||
