Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: gavrog on January 06, 2011, 11:32:05 PM
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I'm looking to confirm what the 'overdial rate' is and how it works . I've been running a campaign (7.6 OCM) with 15-20 agents in with an overdial rate of 3% with the . The predictive_max_overdial_rate is set at 2.99 with a small group and we've 90 ports available. At best I'm seeing an abandoned rate of 0.5% over a 3 to 4 hours of dialling with a relatively static group of agents.
Is there something I'm missing? Apart from a deployment guide I have little support.
I was adisved to increase the overdial rate to 10% to force more dials but would that not be non productive given the max rate is set at 2.99. And if it was set at 10% we would be non OFCOM compliant (UK) given the overdial rate is calculated : (Abandoned Calls + Dropped Calls)/(Total number of calls Answered by live contacts)
Any help appreciated.