The trigger will give a signal to CTArchitect to start counting the number of seconds it takes for an agent to finish the interview.
1. Enable the trigger
You can enable the trigger:
- In your questionnaire as routing. The system will start to count from the question where the trigger is set.
- Or let the system to decide when next call must be dialled. The count will start on the last screen .
The best way is to place the trigger routing questionnaire:
- on the screen where the estimated interview time will be higher than the ‘no answer time’ setting (see ‘dialling settings’-menu )
- but not higher than max 1 minute.
We recommend setting triggers on every straight line towards the end of the survey, this on a place in the survey that is expected to be about 2 to 3 times the no answer time before the end of the survey.
If you have different exit points in your survey, we recommend setting multiple triggers (of course limited to 1 per exit point)
2. Configure the algorithm
Depending the number of agents that will be working and the limits you want to build in. For optimal results, we advise to keep the recommendations in mind as described on the pages above. A final note, only for Askia surveys: When different skills are defined on the task, it is better to place the skill variables into the quota tree. In this way, the contact distribution from the sample list on CCA towards CTArchitect will go faster. If the skills of a particular agent are also present in the quota tree, the best contacts available in the sample list for this particular agent can be calculated more quickly by CCA. When using skills, calls cannot be distributed to all agents since they may not have the same skills, thus having an impact on performance. The more agents with similar skills working at the same time, the better for the algorithm.
- Default setting
With this above configuration, the system is able to run a predictive ratio of +/- 1.5. The system can also slow down according to the level of nuisance and abandoned calls: when the level of the last 25 calls is relatively higher than the parameters that are configured, the rate will slow down.
Note: the limitation is calculated for X 2 the number of agents, in this case 7-8 agents.
- Aggressive setting
Here the max call limit is removed. Thus, the system will take as many channels as it needs. The level of nuisance and dropped calls has been X 2 vs the default configuration.
- Very aggressive setting
NB : This configuration is not recommended as the Max Abbandonned call level and nuisance call are very high . Your phone number risks to be blocked by the authority.
3. Check the performance
- Firstly, the ‘list monitor’ functionality allows you to monitor in real time especially:
- the ‘nuisance calls’ and ‘abandoned by dialler’ figures are very useful.
- When the maximum percentages of these figures are reached, CTArchitect will automatically decrease the number of calls to dial to a level that can be compared to progressive dialling speed. In other words: CTArchitect will launch 1 call at the time for each agent, thereby avoiding the risk to create additional nuisance or abandoned calls.
- The second monitor available is the ‘agent’ window within the ‘supervisor’ application:
- the average and maximum waiting time can be monitored when an agent has been waiting for the next call for too long, you can select the “no calls?” option on right click menu. The application will then try to present a possible reason for the long waiting time..
- The third monitor is the quota Here you can see if a particular quota is met. When a quota line is full, there could be an effect on the dialling speed.
- Other data collection tips for better performance: A higher number of agents working in the same outbound group can result in better performance: the more, the
- Agents should try to keep as little variation in timings as possible between the dialling trigger and the end of the interview, this over the different . For example, :
- agents should not remain on the last screen when they made a mistake but should go in pause.
- Agents should not open the appointment window on Askia Client and close it several times during the same interview. This will make it easier for the dialler to calculate an accurate algorithm for each agent. Voip cati agents should have the “end call” button enabled during ready state in predictive dialling mode, and hear the ringing sound all the time while they are waiting for an interviewee.
- When the “ringing” sound stops, agent must start talking immediately! (Due to answering machine detection, the agent won’t hear the interviewee picking up the phone and saying “hello”)