Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Dale on January 19, 2009, 03:13:53 PM
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Hi guys,
Just a quick one. Our Genesys Outbound Contact went live at the back end of last year, and we are upgrading to 7.6 later this week.
At the moment, we are only using Preview, though Progressive isn't too far away.
Im informed by BT and Genesys, that Progressive calls 1 call per live agent, and thus has a 0% chance of silent calls (but no real productivity benefit over Preview).
I was under the impression it dials against 'hit rate' (ie if its 33% it will dial c.1 call per 3 in available).
Any insight etc appreciated...
Dale
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AFAIK Progressive mode seizes the agent before dialling, so it only dials when an agent is available. As you say no silent calls, but the only benifit as that the agents don't need to dial, so it's slightly quicker.
Steve
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??? ??? If you have VAD (CPD functionalities or PBX integrated with those) you will have no faxes, no modems, no wrong numbers, no IVR (if you like to send them to agent it is ok too), no Busy, no no-answer, etc. So, much more productive. Now, you can have 10 agents logged in and then 10 calls will be placed, however if while ringing an agent puts himself in notready or logout you will have one call in queue and maybe a drop/abandon call.
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Cavagnaro,
Thanks. I understand your theory, i mearly meant that if the dialler is dialling one call per agent available, it still needs to decypher the outcome, via CPD, then wrap it up accordingly, which is what an advisor would do in Preview anyway.
I wanted to clarify if it dialled against hit ratio, dialling eg 3 calls per agent available, if your hit ratio is 33%, for example.
This, of course, offers an obviously productivity benefit, though, as you say, carries the risk of silent calls, which is a separate issue to tackle.
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The agent is not seized at all (unless you use ASM), OCS dials a call as soon as an agent is ready, but as it has been said, the agent can change his status again and the call will not be routed out to him.
None of the parameters you use for predictive mode has any effect on progressive.
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Crossed wires, i think.
Im trying to clarify either of the below 2 scenario's for progressive dialling.
1. Agent 1 goes into ready, OCS dials 1 number, awaits the outcome. if unsuccessful, wraps it up, then dials a second number.
or
2. Agent 1 goes into ready, OCS know the hit ratio is around 33%, so to deliver a successful call to Agent 1, it dials 3 numbers.
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Scenario #1 is the correct one, one call only per available agent until that call ends.