Change Runtime Pacing Type page field descriptions

Last Updated : Aug 09, 2022 |
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The following tables provide information about setting a new pacing type and its associated parameters for a Call task node at run time.
For information about the common parameters between the Preview, Progressive, Cruise Control, and ECR pacing types, see Change pacing type of a Call task node of a campaign at run time.

Parameters available for all pacing types

Name
Description
Call Pacing Type
Click a new pacing type for the Call task node.
Persist Pacing Change
  • If Persist Pacing Change is enabled:
    POM overwrites the original pacing type of the Call task node in the campaign strategy with the new pacing type.
    POM applies the new pacing type to the Call task node as follows:
    • For the current campaign:
      When you change the pacing type of a Call task node in the current campaign, POM immediately applies the new pacing type to the Call task node in the current campaign.
      If you pause and resume or stop and restart the current campaign, POM applies the new pacing type to the Call task node in the current campaign.
    • For other campaigns that use the same campaign strategy:
      If you change the pacing type of a Call task node in the current campaign when the other campaigns are in a running state, the other campaigns continue to run with the original pacing type.
      However, if you pause and resume or stop and restart the other campaigns, POM applies the new pacing type to the Call task node in the other campaigns.
  • If Persist Pacing Change is disabled:
    POM does not overwrite the original pacing type of the Call task node in the campaign strategy with the new pacing type.
    POM applies the new pacing type to the Call task node as follows:
    • For the current campaign:
      When you change the pacing type of a Call task node in the current campaign, POM immediately applies the new pacing type to the Call task node in the current campaign.
      If you pause and resume the current campaign, POM applies the new pacing type to the Call task node.
      However, if you stop and restart the current campaign, POM applies the original pacing type, as defined in the campaign strategy, to the Call task node.
    • For other campaigns that use the same campaign strategy:
      The other campaigns continue to use the original pacing type as defined in the campaign strategy.

Parameters for Preview pacing type

Parameter
Description
Timed Preview
Use this option to enable or disable timed preview.
If you enable Timed Preview, POM provides the preview of contact to the agent for the duration you configure in the Preview Time (Sec) field.
Preview Time (Sec)
Type the duration, in seconds, for which POM must provide the preview of contact to the agent.
This field is available after you enable the Timed Preview option.
Can Cancel Preview
Use this option to specify whether the agent can cancel the preview.
If you enable this option, the agent can cancel the preview.

Parameter for Progressive pacing type

Parameter
Description
Over Dial Ratio
Type the dialing ratio with respect to the number of available agents.
For example, if you set the over dial ratio as 1, POM dials 1 call for 1 agent. You can also specify a float value such as 1.2. If you specify the over dial ratio as 1.2, POM dials 12 calls for 10 agents.
A higher over dial ratio increases the chances of nuisance calls depending on the hit rate.
You can specify any value from 1.0 through 100.

Parameters for Expert Call Ratio pacing type

Parameter
Description
Expert Call Ratio type
Click the call ratio type you want to use.
The following are the options:
  • Agent Work Time: POM considers the number of agents in a Busy state to calculate the pace and adjusts the calling pace accordingly.
  • Agent Update Time: POM considers the number of agents in a Wrap Up state to calculate the pace and adjusts the calling pace accordingly.
The number of agents to consider is derived from the Value field.
Value
If you select Agent Work Time in the Expert Call Ratio type field, type a value, in percentage, from 0 through 100. The recommended value is from 29 through 71 percent.
If you select Agent Update Time in the Expert Call Ratio type field, type a value, in percentage, from 0 through 100. The recommended value is from 32 through 78 percent.
You can specify a higher value to increase the speed of dialing.
Minimum Hit Rate
The minimum hit rate determines the maximum number of calls to place to connect to an agent.
Depending on the number of calls answered, the system determines the hit rate and provides that number as an input to the ECR algorithm. This hit rate is guarded by the minimum hit rate parameter so that the hit rate input to the ECR algorithm is not lesser than the minimum hit rate.
Valid values are from 1 through 100 percent. The default value is 30 percent.
For example, if the system calculated hit rate is 30 percent and the minimum hit rate is 50 percent, the system uses 50 percent as the input value for the ECR algorithm. If the system calculated hit rate is 70 percent, the system uses 70 percent as the input value for the ECR algorithm.
Initial Hit Rate
The initial hit rate determines the average number of calls per agent POM makes during the first five minutes after you change the pacing type to ECR.
The initial hit rate is the number of call completions compared to call attempts.
If you set the rate low, at 20 to 30, the dialer can make more connections than your agents can handle during the initial dialing period.
If you set the rate high, over 70, POM can fail to make enough connections to keep the agents busy.

Parameter for Cruise Control pacing type

Parameter
Description
Service Level
Type the desired service level, in percentage.
You can specify a value from 1 through 100 percent.
Service level determines the maximum nuisance calls allowed. The predictive cruise control algorithm uses this value to ensure that the desired service level is achieved.
For example, if you define the service level as 99 percent, then out of 100 answered calls, 99 calls should be served, and only 1 call is allowed as a nuisance call.

CCA parameters for Progressive, Expert Call Ratio, and Cruise Control pacing types

Parameter
Description
CCA Parameters
This area is available only for Progressive, Expert Call Ratio, and Cruise Control pacing types.
Enhanced CCA
If you enable the Enhanced CCA option, POM further classifies a call after it receives a Call Answer or Call Connect disposition.
On Call Answer or Call Connect, if POM does not receive a start of a greeting message from the remote end within two seconds or within the time configured on the Campaign Creation page, the application assigned for live voice or Answer Human starts.
If POM receives an indication of a start of a greeting message, it waits for two seconds for the final call analysis result before starting the application. If it does not receive the result within two seconds, the application assigned for live voice or Answer Human starts. If it receives the result after the application starts, POM changes the application and assigns the completion code as appropriate.
If you disable the Enhanced CCA option, POM does not classify a call after Call Connect or Call Answer. POM starts the application when it receives a connect and assigns the Call Answered completion code to the call.
Background AMD
If you enable this option, then to comply with the requirement of connecting a call to an agent within two seconds, POM connects the call to an agent. However, POM continues to classify the call as potentially being an Answer Machine, even though the detection of an Answer Machine is still incomplete.
The Background AMD option is available after you enable the Enhanced CCA option.
Action On AMD
If you enable the Background AMD option, use this field to specify the action POM must take if the call is classified as Answer Machine.
The following are the options:
  • None: This option is not applicable.
  • Disconnect the call: To disconnect the call.
  • Leave a Voice Mail: To leave a voicemail for the customer.
  • Continue with Agent: To transfer the call to an agent so that the agent can decide the next action.
Note:
If you select Leave a Voice Mail or Continue with Agent and the campaign strategy is not configured for handling Leave a Voice Mail or Continue with Agent, Supervisor Dashboard displays an error message.
Contact your administrator if Supervisor Dashboard displays such an error message.
For more information, see Administering Avaya Proactive Outreach Manager.
The Action On AMD field is available after you enable the Background AMD option.
Silence Call Detection
After an outbound call connects, the call is answered by the customer or an answering machine, or it passes through the call classification timeouts.
If a call is answered and no voice energy is detected, the Media Processing Platform (MPP) generates a Call Classification Analysis (CCA) timeout event after the configured CCA timeout.
On CCA timeout, POM does the following based on the configuration of the Silence Call Detection option:
  • If the Silence Call Detection option is enabled, POM classifies the call as Silence Detected and defines the call flow according to the campaign strategy.
    POM performs one of the following actions based on the configuration in the campaign strategy for handling silence calls:
    • Connects the call to the agent.
    • Runs an application.
    • Disconnects the call and attempts to connect with the same contact on another phone.
    Note:
    If POM detects a silence call and the campaign strategy is not configured for handling silence calls, the call gets disconnected.
    Contact your administrator if you encounter such a problem.
    For more information, see Administering Avaya Proactive Outreach Manager.
  • If the Silence Call Detection option is disabled, POM classifies the call as Answer Human.
The Silence Call Detection option is available after you enable the Enhanced CCA option.