Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Adam on January 01, 1970, 12:00:00 AM

Title: Outbound Contact manager high drop rate
Post by: Adam on January 01, 1970, 12:00:00 AM

Hi Group,

I'm new to this group we run 2 outbound campaigns using CCpulse and Outbound contact manager I'm having an issue surrounding a high dropped call rate its not a problem when running under progressive setting via OCM but when running in predictive using the overdial feature the balance of keeping Occunpancy level up and drop calls to a minimum is quite challenging. My question is if using the reserve agent option would that make OCM keep a certain amount of agents available at all times an option to combat this?
Any suggestion would be appreciated as our support is quite limited...