5) Add Preview Agents
Tom is bristling with more ideas. He reminds Polly that the calling list contains some telephone numbers for which the associated customer data needs some study, i.e. preview, before the calls are dialed, so that the agent can be properly briefed. They agree that this requirement applies to about 10% of the calling list.
Comments on assumptions
Setup and Talk Properties
An average open preview time of fifteen seconds is set.
Extended Properties
Two of the agents, (i.e. 10% of them) are assigned to the open preview state. N.B. This is something that all predictive dialers should be able to do.
Comments on campaign output
The average talk times for the two open preview agents is about thirty minutes; those for the other agents are about the same as before. But the impact of introducing the open preview agents is to reduce the average talk time for all agents by two minutes.
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