Proactive contact: What is hit rate

Hit Rate is the ratio or percentage of call connects (what set to be passed to an agent based on the phone strategy) to call attempts. The Hit Rate is not controllable by the PDS/PC system as this depends on the results of the calls made (Avaya cannot control who is at home to answer […]

Proactive Contact: How to change Digital Switch Trace Location to HP CPU

Problem: When making a trace on the Digital Switch, large amounts of data collect quickly and may fill up the switch hard drive. Also, the switch does not have any “vi” capability for searching the trace output. Therefore, it may be advantageous to put the trace output directly on the HP cpu. This allows the […]