1) Evaluate Manual Dialing
Polly has had some successes with manual dialing in the past, and this is how most of the campaigns at GTI are currently being run, so she fills in data for a manual campaign, clicking on the Next button at the bottom of each page, to move forward in the Campaign Wizard.
You can now repeat what she has done, but with the proviso that you'll need to stay with the data Polly has already entered. By all means see how the input controls work, but unless you are running with the full version of Oceanic®, Polly's data will get restored before the campaign is run.
Comments on assumptions
Setup and Talk Properties
- The calling list information can be made available on printed forms but some preparation ('prep') time is still required to locate the next number to be dialed.
- Customer details don't need to be studied before a call is made, so no open preview time is recorded.
- Average time to dial the number and get a response from the network is 5 seconds. ISDN lines are assumed throughout the demonstration, which is perhaps being generous here, and you may want to increase the time of 5 seconds.
To start this campaign, Polly goes to the end of the Wizard, to the Start button on the Call Recycling Properties page, and you can do this when you are ready. She is not going to do any call recycling yet, but later it will be a key part of all campaigns.
Viewing campaign output
As Polly runs each campaign, Oceanic® starts up the Campaign Summary to show her progress on the campaign. She wants to look at the Agent Summary as well, to read off talk and wait times. Both this report and the Trunks/ Ports Usage graph can be viewed while campaigns are running.
Forecast by Cycle and Work Scheduler reports are available for viewing when a campaign is finished, and we will consider these later in the demonstration.
Comments on campaign output
The number of agent hours required to call all the numbers on the calling list once only is around 410 hours, but the average agent talk time per hour is well under 30 minutes, and is not acceptable to Polly. Wait times look pretty good at around 9 seconds, but only because the agents are responsible for all call detection and termination.
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