Overdial Control

Fig. 1 - Overdial Control

This control on the Extended Properties page, is one of two ways (the other being the No Answer Control) in which you can tune predictive dialing performance to match what you would expect to achieve in your own circumstances.

At 100 the pace of overdialing is at the maximum level, and at 1 the pace is reduced to 1% only of the calculated overdial potential.

If you want to derive an efficiency measure for your own dialer, use this control, rather than the No Answer control. For an appreciation of how to do this, see Benchmarking Against Oceanic®.

Note

If, for whatever reason, you happen to set the overdial control at zero (i.e. turning it off) and then run the same campaign data through Oceanic® using auto preview, you will find that the talk time, and some of the other data in the agent summary may be different. The differences will lie in any assumptions you make about agent wrap time on the Call Outcome Properties page, and also in the different ways in which dialing setup time is handled.