4) Adjust Overdial Control
Tom starts with a "Whoa!" The simulator being using is perfectly balanced for the dialing conditions defined, but in practice, dialers may not have such perfect foresight, and in addition some of their algorithms may be a little rusty. Since Polly doesn't have any particular dialer in mind, Tom suggests slugging the overdial algorithm in the simulator by at least 20%. Polly goes for this amount.
Comments on assumptions
Extended Properties
The overdial control is reduced from 100% to 80%
Comments on campaign output
Average talk time per agent drops by three quarters of a minute, and the total time for the campaign is down by 15 hours.
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