Hi @Peter Buzas,
Our outbound admin team sometimes need to improve campaign results, for example: they want accelerate how dialing speed but without increase abandon rate. They started to play with the parameter "Compliance Abandon Rate" on campaign set to use "power dialing" mode, but according to them they did not see any noticeable change. So they ask, on campaign setting view, having "Compliance Abandon Rate" by default of 5%, what they should got if they set "Compliance Abandon Rate" to a lower rate or to a higher one? This setting change somehow what the dialer does?
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Saugort Dario Garcia
Interacciones Inteligentes S.A.
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Original Message:
Sent: 04-09-2024 04:13
From: Peter Buzas
Subject: About outbound campaign setting - Compliance Abandon Rate
I'm not sure I fully understand your question however I did a quick search for 'compliance abandon rate' on the documentation portal and got the following results:
Campaigns dashboard
| Compliance Abandon Rate | The percentage of calls that did not reach the agent within the configured compliance abandon threshold compared to the configurable calls subject to the compliance abandon rate. See Outbound settings. For more information, see Outbound abandoned calls. |
On the first linked page you can see some additional information regarding threshold configuration details:
| Compliance Abandon Threshold (in seconds) | Change the allowable amount of time (threshold) for an agent to answer a call transferred to a queue before the system considers the call a Compliance Abandon. Type a value in seconds. The default is two seconds. For more information, see Outbound abandoned calls. |
Outbound abandoned calls page explains the difference between True Abandon and Compliance Abandon quite well in my opinion.
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Peter Buzas
Genesys - Employees
Original Message:
Sent: 04-08-2024 11:16
From: Saugort Dario Garcia
Subject: About outbound campaign setting - Compliance Abandon Rate
Hi,
Our outbound teams arise some questions about specific campaign settings, in special about this value "Compliance Abandon Rate", according to UI help, the minimum value is 0.1%, default value is 5%. Our outbound teams asks:
¿What does the dialer is this value is set to a bigger value, like 10%?
¿What does the dialer is this value is set to a lower value, like 1%?
¿This value change in any way how the dialer behave in power dialing or predictive mode?
Regards,
SG
#Outbound
#PlatformAdministration
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Saugort Dario Garcia
Interacciones Inteligentes S.A.
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