SpitFire Help Desk

The main control of the speed of dialing for the SpitFire Campaign software is the Throttle Manager. This, in combination with the Campaign Duration that is entered when starting a Campaign, determines how many lines are dialing per agent logged into the Campaign.
First, some definitions:

Drop: This occurs when the Dialer has a live person on the line but at that moment there is no Agent available to take the call.
Drop Rate: The is the percentage of dropped calls of the total Voice Connects that have occurred. For most companies using a Predictive Dialer, the goal is to maintain an overall Drop Rate at or below 3%.
Dial Ratio: This is the ratio of lines per Agent logged into the Campaign. For example, a Dial Ratio of 2 with 4 agents logged in and waiting for a call would mean that 8 lines would be dialing.


Here is the Throttle Manager, on the Action tab of the Campaign window.

Drop Rate Control
This is what controls whether SpitFire will calculate its' Dial Ratio based on the Drop Rate. If it is set to Off, then SpitFire will maintain whatever Dial Ratio is set by the manager, no matter what the Drop Rate is.

Expected Drop %
This slider allows you to set the Drop Rate Percentage that you want your SpitFire Campaign software to maintain. This can be set between 0 and 15% and this can only be set before a campaign has started.

Dial Ratio
This allows you to set the number of lines that will be dialing per Agent logged in and waiting for a call. This can be set between 1 and 8.
This slider can be adjusted during a Campaign.
For example, if this is set to 3 and you have 4 agents logged in, and idle, the total number of lines dialing would be 12.
Of course, this scenario assumes that the Dialer has at least 12 lines connected to it to dial with.

Campaign Duration
A third factor that influences the speed of the dialing by lowering and raising the Dial Ratio is the Duration time that you set when starting a new Campaign.



This setting helps SpitFire determine when it should begin to become more aggressive about keeping the Dial Ratio low, in order to make sure there are not too many dropped calls. So if set to 4.5 (four and a half hours) it would allow a higher drop rate at the beginning of that time but would become more aggressive about lowering the Dial Ratio as you got closer to that Duration. So around 4.5 hours, it would keep the Dial Ratio at 1 and would not allow much deviation from that.
Duration does not determine when the Campaign will come to a stop. That is done by hitting Stop Dialing or if the list loaded is exhausted.

A commonly reported issue is that the Agents are waiting a long time in between calls. The first thing to check is the Dial Ratio because if it is set to 1, then you only have 1 line dialing per agent. The Dialer may have lowered the Dial Ratio automatically to 1 because the Drop Rate was too high. It will push it back up once the Current Drop Rate comes back down to the Expected Drop Rate percentage.