We currently have our Outbound campaigns set on Progressive mode with the dialing ratio of 1:1. Upon implementation of Genesys, we were told that each campaign would dial at that ratio. I'm not sure that is what I see happening. It looks like Genesys is using the "Effective Idle Agents", which seems to be dividing the number of agents by the number of campaigns running.
Example:
We have five agents IDLE and we have two campaigns running, each set at 1:1 (1 dial: 1 IDLE agent). How many dials should we expect Genesys to make?
#Outbound------------------------------
Gina Palmer
Manager, Workforce Management
Papa, Inc.
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