8) Change Talk Bands And Add Wrap
Polly has been looking at the call outcomes for call recycling and suddenly realizes that her talk band assumptions cannot possibly be right. Tom agrees that Reschedules are just too optimistic, and allowance needs to be made for wrap.
Comments on assumptions
Setup and Talk Properties
- Reschedules are reduced to 15% and the difference put into No Results.
- All talk bands are allocated wrap times.
Call Recycling Properties
Reschedules are adjusted downwards.
Comments on campaign output
The overall average talk and wrap time has gone up by around six seconds, but because of the adjustment to the Reschedules, a lot fewer calls will now be made and this leads to a fall in agent hours of around 75 hours. In response to the introduction of wrap times after long talk times, the average agent talk time has fallen by four minutes.
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