KB : Campaign dialling slow and intermittent stop due to Abandon Rate

KB : Campaign dialling slow and intermittent stop due to Abandon Rate

1) Problem:

SCB experienced campaign slow dialing and intermittently stops dialing.
Customer was unable to make outbound dialer calls intermittently for the campaign even though agents are available.

2) Root Cause:

When agents are shared between multiple campaigns, even if the abandon rate of one of the campaigns is exceeded then the dialing pace of the remaining campaigns will also be restricted as current scenario - the restriction on the PACE (directly related to calls to be placed for idle agents) remains on all the campaigns till the Abandon rate comes with in the defined range of all the campaigns these agents are logged into.

3) Resolution:

Once the Abandon rate comes within the range, then only the dialing will be adjusted to make new calls for idle agents. If there is scope, Maximum Abandon rate configured in Interaction Adminitrator (IA) can be increased so that restrictions on PACE will be lifted quickly.

4) Finding:

i) From the 'dialer' log files dated 06 April 2023, can see the Campaign - HK_FE_CCPL_1, initially started with pace '0' and the dialer is very aggressive if compared with the previous 'dialer' log files dated 24 March 2023.

a) The dialer 'Pace' level started with '0' at 0900hr and gradually increase to '-44' at about 1145hr. And increase to '-55' at 1741hr.  

b) And can see the 'Pace' level was started with '0' again at about 1742hr and gradually increase to -27 at about 1820hr.

ii) If we compared with the previous log files dated 24 March, can see the 'Pace' level ranging from '-77' to -'79' at about 1340hr - 1445hr. And the 'Pace' level continues to increase from '-83' to '-95' at 1500hr - 1745hr. The Pace level almost touching level -100 which make the Dialer not aggressive.

iii) Based on the 'dialer' log files dated 06 April 2023, can see the Abandon Rate was reset at 0906hr and the Pace started with '0'. And you can see the 'Pace' level change when the number of Abandon call increased.

Brief extraction as follows:-

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09:06:48.091[5c78]AlgoHelper::CalculateNewPace(): Configured Abandon Rate:<10> Current Abandon Rate:<0> Recent Abandon Rate:<0> Past Abandon Rate:<0> Overall Abandon Rate:<0> Old Pace:<0> New Pace:<0> Strict:<0> Type:<2> Recent Abandons:<0> Recent Contacts:<10> Past Abandons:<0> Past Contacts:<10> Overall Abandons:<0> Overall Contacts:<10>
09:12:29.956[5834]AlgoHelper::CalculateNewPace(): Configured Abandon Rate:<10> Current Abandon Rate:<5> Recent Abandon Rate:<10> Past Abandon Rate:<5> Overall Abandon Rate:<5> Old Pace:<0> New Pace:<0> Strict:<0> Type:<2> Recent Abandons:<1> Recent Contacts:<10> Past Abandons:<1> Past Contacts:<20> Overall Abandons:<1> Overall Contacts:<20>
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09:17:36.124[18f0]AlgoHelper::CalculateNewPace(): Configured Abandon Rate:<10> Current Abandon Rate:<9.09091> Recent Abandon Rate:<15.3846> Past Abandon Rate:<9.09091> Overall Abandon Rate:<9.09091> Old Pace:<0> New Pace:<-2> Strict:<0> Type:<2> Recent Abandons:<2> Recent Contacts:<13> Past Abandons:<3> Past Contacts:<33> Overall Abandons:<3> Overall Contacts:<33>
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09:21:37.273[1164]AlgoHelper::CalculateNewPace(): Configured Abandon Rate:<10> Current Abandon Rate:<6.66667> Recent Abandon Rate:<0> Past Abandon Rate:<6.66667> Overall Abandon Rate:<6.66667> Old Pace:<-2> New Pace:<-2> Strict:<0> Type:<2> Recent Abandons:<0> Recent Contacts:<12> Past Abandons:<3> Past Contacts:<45> Overall Abandons:<3> Overall Contacts:<45>
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09:24:51.409[4ccc]AlgoHelper::CalculateNewPace(): Configured Abandon Rate:<10> Current Abandon Rate:<5.26316> Recent Abandon Rate:<0> Past Abandon Rate:<5.26316> Overall Abandon Rate:<5.26316> Old Pace:<-2> New Pace:<-2> Strict:<0> Type:<2> Recent Abandons:<0> Recent Contacts:<12> Past Abandons:<3> Past Contacts:<57> Overall Abandons:<3> Overall Contacts:<57>
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iv) From below can see the counter of Abandon was reset at 1745hr. And Pace level started with '0' again.
The Pace level will change, if the Abandon call is increasing. Brief extraction as follows:-

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17:23:58.700[1398]AlgoHelper::CalculateNewPace(): Configured Abandon Rate:<8> Current Abandon Rate:<15.3333> Recent Abandon Rate:<10> Past Abandon Rate:<6.66667> Overall Abandon Rate:<12.2568> Old Pace:<-50> New Pace:<-52> Strict:<0> Type:<2> Recent Abandons:<1> Recent Contacts:<10> Past Abandons:<2> Past Contacts:<30> Overall Abandons:<63> Overall Contacts:<514>
17:45:15.878[57e8]AlgoHelper::CalculateNewPace(): Configured Abandon Rate:<8> Current Abandon Rate:<0> Recent Abandon Rate:<0> Past Abandon Rate:<0> Overall Abandon Rate:<0> Old Pace:<0> New Pace:<0> Strict:<0> Type:<2> Recent Abandons:<0> Recent Contacts:<23> Past Abandons:<0> Past Contacts:<23> Overall Abandons:<0> Overall Contacts:<23>
17:47:25.806[460]AlgoHelper::CalculateNewPace(): Configured Abandon Rate:<8> Current Abandon Rate:<10.5263> Recent Abandon Rate:<28.5714> Past Abandon Rate:<10.8108> Overall Abandon Rate:<10.5263> Old Pace:<0> New Pace:<-5> Strict:<0> Type:<2> Recent Abandons:<4> Recent Contacts:<14> Past Abandons:<4> Past Contacts:<37> Overall Abandons:<4> Overall Contacts:<38>
17:49:34.282[5180]AlgoHelper::CalculateNewPace(): Configured Abandon Rate:<8> Current Abandon Rate:<10.4167> Recent Abandon Rate:<9.09091> Past Abandon Rate:<10.4167> Overall Abandon Rate:<10.4167> Old Pace:<-5> New Pace:<-7> Strict:<0> Type:<2> Recent Abandons:<1> Recent Contacts:<11> Past Abandons:<5> Past Contacts:<48> Overall Abandons:<5> Overall Contacts:<48>
17:52:26.367[4094]AlgoHelper::CalculateNewPace(): Configured Abandon Rate:<8> Current Abandon Rate:<13.3333> Recent Abandon Rate:<18.1818> Past Abandon Rate:<11.8644> Overall Abandon Rate:<13.3333> Old Pace:<-7> New Pace:<-12> Strict:<0> Type:<2> Recent Abandons:<2> Recent Contacts:<11> Past Abandons:<7> Past Contacts:<59> Overall Abandons:<8> Overall Contacts:<60>
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