Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: toumtoum7 on November 23, 2007, 02:03:51 PM

Title: Overdial Rate
Post by: toumtoum7 on November 23, 2007, 02:03:51 PM

Hi,

Is anybody know what the Overdial Rate option in predicive mode (outbound) means ?
(our support is quite limited  :-[)

When I start a campaign in predictive mode, which CCPulse statistic data is interresting to supervise to know the percentage or the number of client hang back up ?

Thanks for all

toumtoum

Title: Re: Overdial Rate
Post by: Fra on November 26, 2007, 09:15:29 AM

Toumtoum,

the overdial rate is calculated as:

(Abandoned Calls + Dropped Calls)/(Total number of calls Answered by live contacts)

If you choose this criteria for your campaign, OCS will try to limit the amount of "abandoned" calls to the percentage you set.

Title: Re: Overdial Rate
Post by: bcyk on November 27, 2007, 04:02:18 AM

Additional notes on "overdial rate" in predictive mode....

The overdial rate in OCM is runtime value.

(1) predictive_max_overdial_rate is a 'global' option in OCServer; it is the maximum value overriding runtime value of "overdail rate" in OCM
The value applies to all predictive mode optimization methods.
    *** for Genesy 7.2

(2) call counts of answered, abandoned, dropped, etc are kept in OCServer memory as long as campaigns are running. To 'reset' counters, restart (stop, unload then load and run in OCM) of campaign(s) is required.

(3) OCServer keeps track of call results itself; these counters including number of predictive calls made and pacing algorithm being applied can be verified in OCServer debug log

(4) FYI, there is an OCServer option call "small_group" which applies an "enhanced small group" algorithm. Check release note in 7.1.xx; don't see it in 7.2 manual.


regards