Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: pattadon on May 21, 2018, 11:04:12 AM
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Hi all,
Is there any possibility to make use of CPD with Preview Outbound campaign ?
Our challenge is agent choose incorrect call result and we use that to evaluate the performance.
Thanks.
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?
No way, preview is a manual call where the agent acts as a classifier...
Why would agent choose a wrong call result? To challenge against what?
Enviado de meu E6633 usando o Tapatalk
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Agents will always find a way to improve their statistics by marking the calls incorrectly. For example, agent calls the customer, doesn't make a sale, marks the call as answering machine to improve their conversion rate.
I've come up against this many times in the past, the only solution is to be vigilant with your QA and implement severe punishments for agents who break the rules.
What I've done in the past is have QA listen to every call that is marked as answering machine that is longer than 5 or 10 seconds, then manually mark any agent who is incorrectly marking answering machines as having a conversion of 0%. You wont have to do this for very long to get them setting the correct results.
Alternatively, adjust your performance evaluations to remove the benefit of incorrectly marking calls. So if conversion is your problem, calculate the conversion rate using sales per number of records rather than sales per number of actual contacts.