Segment Weightage

The weightage predicts the percentage of the division of calls in memory that would be picked from each segment.

• It depends on calls in Queue (calls in a queue with respect to Dialer, it means calls in memory) and the number of agents.

• Since the Dialer profile is taken at the campaign level, all segments will be linked to one dialer profile.

• If weightage is greater than or less than 100, then the weighted average of each segment will be taken (Example 2 & 3).

• Weightage would be divided by the in-memory queue.

• The weighted average of only Active segments will be considered. For example, if a segment is Paused/Completed/Stopped midway then its weight will be removed from the calculation.

Example 1:
Let's say, there are 3 segments within a Campaign.
Seg1: 40% weightage
Seg2: 30% weightage
Seg3: 30% weightage

So total calls as per weightage
Seg1 → 40%*calls in Queue = 40% calls from segment-1
Seg2 → 30%*calls in Queue = 30% calls from segment-2
Seg3 → 30%*calls in Queue = 30% calls from segment-2
Calling would be done in ratio of 4:3:3.

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Example 2:
Let's say there are 3 segments within a Campaign.
Seg1: 30% weightage
Seg2: 20% weightage
Seg3: 40% weightage

So total calls as per weightage
Seg1 → (30/(30+20+40))*100 = 33.33% calls from segment-1
Seg2 → (20/(30+20+40))*100 = 22.22% calls from segment-2
Seg3 → (40/(30+20+40))*100 = 44.44% calls from segment-3

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Example 3:
Let's say there are 3 segments within a Campaign.
Seg1: 40% weightage
Seg2: 70% weightage
Seg3: 50% weightage

So total calls as per weightage
Seg1 → (40/(40+70+50))*100 = 25% calls from segment-1
Seg2 → (70/(40+70+50))*100 = 43.75% calls from segment-2
Seg3 → (50/(40+70+50))*100 = 31.25% calls from segment-3

Example 4:
Let's say there are 3 segments within a Campaign.
Seg1: 40% weightage
Seg2: 70% weightage
Seg3: 50% weightage

So total calls as per weightage
Seg1 → (40/(40+70+50))*100 = 25% calls from segment-1
Seg2 → (70/(40+70+50))*100 = 43.75% calls from segment-2
Seg3 → (50/(40+70+50))*100 = 31.25% calls from segment-3

Seg3 if paused after some time.

So total calls as per weightage
Seg1 → (40/(40+70))*100 = 36.36% calls from segment-1
Seg2 → (70/(40+70))*100 = 63.63% calls from segment-2
Seg3 (Paused/Completed/Stopped) → 0 = 0 calls from segment-3

List Weightage

The weightage assigned to a segment signifies the % number of leads in the segment that will be called before it moves on to the next segment based on segment priority.

• Segment Priority: The segment priority decides the order in which the segments in a campaign will be called.

• List weightage and segment priority will be applied on segments of one campaign.

• List weightage is independent of the number of ports and the number of agents.

• List weightage and priority can be changed on runtime.

Example:

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Campaign Weightage

The weightage defines the ratio in which calls would be divided within Campaigns.

• Campaign weightage will be given on a dialer profile.

• The sum of weightage of all campaigns should be 100%.

• It depends on calls in queue, like Segment Weighatge.

• If no weightage is given at segment level, Campaign weightage would equally divide calls among all segments.

• If weightage is given at segment level, the campaign weightage would be divided according to segment weightage.

Example:
Let's say there are 3 campaigns with 2 Segments each.
Calls in Queue for all campaigns = 100

Campaign 1: 25% weightage
Campaign 2: 25% weightage
Campaign 3: 50% weightage

So total calls as per Campaign weightage
Campaign 1→ 25%*calls in Queue = 25
Campaign 2→ 25%*calls in Queue = 25
Campaign 3→50%*calls in Queue = 50

Calling would be done in ratio of 1:1:2

Weightage within segments
Campaign 1, 2 segments

Segment 1: 4%
Segment 2: 96%

Out of 25 calls, 1 call would go to Segment 1 and 24 calls would go to Segment 2.

No weightage within segments 

Campaign 3, 2 segments

Segment 1
Segment 2

50 calls of Campaign 3, would be equally divided among both the segments.

FAQs

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