Handling campaign calls in different dialing modes
Question
What type of dialing modes are available for campaigns and what type of connections is needed?
Applies To
- VCC
- Campaigns
Answer
Campaign calls in preview mode
If the queue is in preview mode, the agent gets to preview the customer record before accepting the call. During the preview timeout period, the agent can preview the record and then start the call or skip the call (if allowed) to move onto the next record. If the agent does not take any action, then the system may automatically dial out if configured. After the call connects, the agent processes the call, ends the call, and completes post-processing. Then the call log pops.
Agents can be on persistent or on demand connection mode.
Campaign calls in progressive mode
In this mode, the agent will only ever receive live calls that have been answered by a person. This means calls are automatically connected once an agent becomes available. Agents are not allowed to reject or skip calls. Once the call connects, the customer record is presented to the agent. After processing the call, when an agent ends the call and completes post-processing, the call log pops.
Agents must be on persistent connection mode to receive campaign calls in progressive mode.
Campaign calls in predictive mode
The agent experience is similar to progressive mode in that the agent will only ever receive live calls. Any unanswered call is automatically dispositioned and is not presented to the agent saving agents’ time. This means calls are automatically connected once an agent becomes available. Agents are not allowed to reject or skip calls. Once the call connects, the customer record is presented to the agent. After processing the call, when an agent ends the call and completes post-processing if configured, the call log pops and the next call connects.
Agents must be on persistent connection mode to receive campaign calls in predictive mode.