Differences
This shows you the differences between two versions of the page.
| Both sides previous revision Previous revision Next revision | Previous revision | ||
|
en:module_manual:dialer:dialer [2014/11/17 01:40] solo [Formula in dialer] |
en:module_manual:dialer:dialer [2017/12/12 03:05] (current) |
||
|---|---|---|---|
| Line 104: | Line 104: | ||
| 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 ===== | ||
