OC Server:OCServer:predictive algorithm

View in ref guide.

Edit this option          Publish this option          Clear draft content

Published Option

predictive_algorithm

Default Value: small_group
Valid Values: classical, small_group, advanced_small_group, time_optimized_odr
Changes Take Effect: Immediately

Controls which predictive algorithm OCS uses for dialing outbound calls when a campaign is running in the Predictive or Predictive with seizing dialing modes.

If the optimization method is Busy Factor or Average Waiting Time, OCS uses the classical predictive algorithm regardless of the value specified for this option.

A new valid value, time_optimized_odr, was added to release 8.0.

The values function as follows:

• classical: OCS uses the classical predictive algorithm based on classical queuing theory, regardless of the current number of available agents and the optimization parameter that are used.
• Small group values: These two values are optimized for small groups of agents. Either of these values can be used if the Overdial Rate is specified as an optimization parameter and the number of available agents does not exceed the number set in the small_group_size option. If the number of agents exceeds the number set in the small_group_size option, OCS uses the classical predictive algorithm. Also see Predictive Algorithm for Small Groups.

The two small group values include:

• small_group: OCS uses a small group predictive algorithm, which waits until all dialed calls are completed before dialing new calls.
• advanced_small_group: OCS uses an advanced predictive algorithm. This option value activates the new and improved predictive algorithm for small groups of agents. The advantages of this new algorithm include:
  • It better tracks inbound calls, because it counts inbound calls that are at all stages of processing and not just those that are queued.
  • It allows outbound calls to be initiated, even if one or more calls remain in the dialing stage, rather than waiting until all dialed calls are completed.

Using the advanced_small_group value may result in busier agents, as the Busy Factor increases or the waiting time between calls reduces for agents for the same Overdial Rate.

This value can be set in conjunction with the time-to-ready-tolerance option.

time_optimized_odr: OCS uses the time-optimized predictive algorithm. When using this value, OCS monitors the predictive_max_overdial_rate. If it is greater than zero but less than the current overdial rate, OCS switches from the Predictive to the Progressive dialing mode.

The predictive algorithm self-diagnostic mechanism considers the situation where the predictive_max_overdial_rate is greater than zero but less the the current overdial rate as an incorrect configuration and reacts with a proper log message. For more information, see "Time-Optimized Predictive Algorithm" in the Outbound Contact 8.1 Deployment Guide.

Draft Option

No draft option