ADAPT_TAPERED - when is the day half over?
Posted: Fri Jun 04, 2021 7:43 pmThe description for ADAPT_TAPERED has remained pretty consistent in the documentation and help text for as long as I can remember - basically: "ADAPT_TAPERED allows for running over the dropped percentage in the first half of the shift -as defined by call_time selected for campaign- and gets more strict as the shift goes on."
What determines the start time of the campaign? OR - what determines when the campaign's day is half over - or the time that ADAPT_TAPERED begins being more strict about the max drop rate?
The reason I ask is - given consistent values for Average Agents Logged In, Max Dial Rate, Max Drop Rate, Actual Drop Rate, Local Call Times, and Latest Server Time - I have been noticing that some days, when we've over the max drop rate during the first half of the day (which is EVERY DAY
) the dial level ADAPT_TAPERED uses seems to drop earlier, more often, and more dramatically than other days - which makes me think that the "first half" of the shift is over earlier on some days vs others. I wouldn't care - except that some days, it gets pinned at "1" - and our agent wait time will climb into the DARK-DARK blue - several minutes. Usually - once it goes into the DARK blue - it starts growing again automatically - reps/ managers don't like waiting 1 minute - they're used to under 20 seconds - but - as long as it's responsive and recovers - it's usually "ok" for the most part.
This system is (still) running SVN 2973, Vicidial v2.14-670a, BUILD: 180424-1521, DB Schema 1542 - so - if the rules have changed for this in later versions - I would be very appreciative if how is included in anyone's answer.
SO...if I knew what caused the system to think that the first half of the shift began - I might be able to control this a little better and make this too, more consistent for our rooms / reps.
Thanks!
What determines the start time of the campaign? OR - what determines when the campaign's day is half over - or the time that ADAPT_TAPERED begins being more strict about the max drop rate?
The reason I ask is - given consistent values for Average Agents Logged In, Max Dial Rate, Max Drop Rate, Actual Drop Rate, Local Call Times, and Latest Server Time - I have been noticing that some days, when we've over the max drop rate during the first half of the day (which is EVERY DAY
) the dial level ADAPT_TAPERED uses seems to drop earlier, more often, and more dramatically than other days - which makes me think that the "first half" of the shift is over earlier on some days vs others. I wouldn't care - except that some days, it gets pinned at "1" - and our agent wait time will climb into the DARK-DARK blue - several minutes. Usually - once it goes into the DARK blue - it starts growing again automatically - reps/ managers don't like waiting 1 minute - they're used to under 20 seconds - but - as long as it's responsive and recovers - it's usually "ok" for the most part.This system is (still) running SVN 2973, Vicidial v2.14-670a, BUILD: 180424-1521, DB Schema 1542 - so - if the rules have changed for this in later versions - I would be very appreciative if how is included in anyone's answer.
SO...if I knew what caused the system to think that the first half of the shift began - I might be able to control this a little better and make this too, more consistent for our rooms / reps.
Thanks!