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Idle Percentages

 
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jgraves



Joined: 19 Jun 2008
Posts: 21
Location: ROCHESTER, MN
PostPosted: Fri Apr 24, 2009 8:26 am    Post subject: Idle Percentages Reply with quote
Can anyone give me some feedback as to how much of your day, of your total predictive dialing, is spent on idle time? For example, 60% of your time is talk time, 20% update time, 10% idle time and then 10% might be a different call status. Are you seeing about a 10% idle time, 20% idle time or even more?
Thanks.
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rufinij
Site Admin
Site Admin


Joined: 05 Dec 2004
Posts: 306
Location: Houston, TX
PostPosted: Wed May 06, 2009 5:57 pm    Post subject: Reply with quote
That is going to be a hard question to answer, generally speaking. There are a ton of factors in play that make those numbers. For example: population of data - more bad numbers equals higher wait times...predictive or power dialing...in predictive...how many lines per agent...how many agents working for how long (affects dial-ahead algorithm)...time of day you are dialing...what are your abandon rates?

I apologize for the multitude of factors...but it is what it is.

If you could provide more background on the number of agents you have, and the calling periods...I'm sure you can get some advice. 10% idle time in my opinion is not too bad.

What dialing system are you using?
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