Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: dubza on April 22, 2010, 09:04:47 PM
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Hi.
(Sorry for my english in the first place)
I'm trying to make the best predictive settings using Overdial Rate, Agent Busy Factor and Average Waiting Time. (20 Agents are operating inbound and outbound calls.)
In my CCPulse++ I see Inbound Abandoned Rate, but I really want to see Outbound Abandoned Rate, so I could more effectively change predictive settings and have low Outbound Adandoned Rate.
Is this possible? And if not then where can I find how many calls are overdialled?
Thanks.
Lucas