Paul from some analysis that we have done the calls that did not reach an agent are getting dispositioned as Default Wrap Up Code; ININ-OUTBOUND-TRANSFERRED-TO-FLOW and appear to be disconnecting without being answered at around approx 15s. We have a detect silence at the top of the call of 1 s and timeout of 40s (default value) and then a no entry timeout of 15s further down.
Could either of these settings be effecting the customer being put through to an agent OR waiting in a queue for an agent to answer if all agents are busy ?..
Original Message:
Sent: 08-29-2023 12:04
From: Paul Simpson
Subject: Predictive Mode Dialing
Funnily enough, it's the default, so you have had to go out of your way to make the Flows happen!
In your Call Analysis Response, for "Live Voice" Select "Transfer" instead of "Transfer to Outbound Flow".
If you wish, you can also decide here whether to perform AMD (Default, Yes) and, if so, what to do if one is detected (Default is hang up, but you can transfer to a flow to leave a message or transfer to an Agent, like it was a Live Person, although in that case, I'd probably just turn it off since both analyses go to the same place.
HTH
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 08-29-2023 11:56
From: richard craig
Subject: Predictive Mode Dialing
Paul,
So how do I bin the flow and do it without ?. Is it easy to configure ?.
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richard craig
British Telecommunications PLC
Original Message:
Sent: 08-29-2023 11:51
From: Paul Simpson
Subject: Predictive Mode Dialing
Well, there is very little the system can do if the victim hangs up.
Honestly, I would try eliminating the Outbound Flow. The way it's designed to work is call is placed, victim answers and BOOM, Agent on the line. When working properly, it should appear to them that the Agent just called them directly. I understand that you may want to play compliance messaging (Your call may be recorded etc.) but you might just have to train the agent to say that. It adds to the "personal contact" illusion and so improves CX.
If you start playing automated messages (and possibly expecting them to do some self-service, even if it's only "press 1") you are giving away that it's a Dialer and many folks will just hang up (I know I do!) I'm not sure there is much you can do from a technical perspective to combat this behavior.
The other thing to consider is the algorithm itself. In Predictive mode, it is using past data to predict when an agent will become available, what proportion of victims actually answer and how long it will take them to do so. The idea being that (when working properly, which as you have noted, needs more agents) at the exact instant that an Agent becomes available, exactly one victim answers and you get 100% agent utilization with zero abandons (which is the ultimate goal!) Of course, you are unlikely to get exactly that, but you can get close. By introducing the Flow, you are introducing a delay between answer and Agent connection. You are also making it seem (to the algorithm) that more victims are answering than actually get transferred to the Queue / Agent. This will have the effect of increasing Agent idle / reducing utilization. You might be good with that, but it's not what the intent is.
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 08-29-2023 11:37
From: richard craig
Subject: Predictive Mode Dialing
Paul,
we are starting the dialler and then the customer is called the and a message is played and they are then asked to press the number 1 to connect the call however if they don't press the 1 button the call disconnects.
the no answer timeout is set at 15s.
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richard craig
British Telecommunications PLC
Original Message:
Sent: 08-29-2023 11:29
From: Paul Simpson
Subject: Predictive Mode Dialing
Interesting - I thought in your initial post you were referring to No Answers by the victim. Given that disposition, I think it means that they did answer, but abandoned in the Outbound Flow? (Or while waiting in Queue)
Have you considered not using an Outbound Flow? That way, the agent will be on the line immediately (assuming the algorithm is working!) rather than there being a delay while the Flow runs. Outbound Flows are more traditionally used with Agentless Campaigns. Are you playing some standard message before connecting to the Agent? Or performing some self service? If so, maybe your victims are recognizing the call as being an automated dialer and bailing immediately?
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 08-29-2023 11:22
From: richard craig
Subject: Predictive Mode Dialing
Paul - i would tend to agree as the calls which are not getting picked up by an agent are being automatically dispositioned as ININ-OUTBOUND-TRANSFERRED-TO-FLOW; Default Wrap Up Code by Genesys Cloud. Would you agree therefore that the customers is not getting to the call quick enough ?.
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richard craig
British Telecommunications PLC
Original Message:
Sent: 08-29-2023 11:10
From: Paul Simpson
Subject: Predictive Mode Dialing
Hey Richard,
Maybe I'm being stupid here, but it looks like the issue is your call list quality. If the system calls someone and they are Busy, the system shouldn't be putting them through to an Agent, surely? For the "No Answers", you could increase the timeout if you think your victims are just not getting to the phone in time, but if they don't answer, there is little the system can do.
Or have I misunderstood your question?
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 08-29-2023 10:29
From: richard craig
Subject: Predictive Mode Dialing
Is there any reason why Predictive dialling would not work ?. We have a campaign running with 12 agents in Predictive mode, I am aware the recommended is 15, but we are pacing it at 2 calls per agent with 50% agent utilization and an abandonment threshold of 2 seconds.
We have started the dialler and we are getting a high number of lines connected BUT a high number of No Answers, and Busy results so it means that out of approx 500 odd records we have only had 100 or so records offered and answered. Is there a reason for this and how can I ensure that more calls are delivered and not end up as a No answer or Busy result.
#Outbound
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richard craig
British Telecommunications PLC
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