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Campaign Sequence Statistics

Because campaign sequence transitions occur on a fairly regular basis, certain statistics may behave differently than you might expect.

Calls Per Agent Setting

As you know, when you set up a campaign, you can specify the value of the Initial Calls Per Agent setting. Dialer uses this value to determine the number of calls to place on a prediction when a campaign is started or reset or when an agent is idle. This value remains in effect until Dialer is able to determine an effective contact rate. Once that happens, Dialer sets and automatically adjusts the Calls Per Agent value as conditions change while the campaign is running.

When you are using Advance Campaign Management and set up a campaign sequence that uses the Initial Calls Per Agent property as a Campaign Group Action, you can set a different value, or the same value, for each campaign group. Regardless of how you configure value of the Initial Calls Per Agent property, you are going to notice that this value is reset each time a campaign transition occurs. Thus, Dialer will have to repeat the process of determining an effective contact rate each and every time that a campaign transition occurs.

For example, suppose that Campaign Group 1 has an Initial Calls Per Agent setting of 5 and Campaign Group 2 has an Initial Calls Per Agent setting of 3. Now suppose that as the campaign sequence is running with Campaign Group 1 as the active group, Dialer adjusts the Calls per Agent value up to 11. As soon as a campaign transition occurs and Campaign Group 2 becomes the active group, the Calls per Agent value is reset to 3 - the value assigned to the Initial Calls Per Agent setting for Campaign Group 2.

You will notice this value change reported in any of the Dialer supervisor views, such as Dialer Campaign Sequence Details, that are configured to display the Call Per Agent statistic. You will also notice this change reported in the CampaignStats Table.