Agent in Predictive Mode

An active Agent assigned to an active Predictive Campaign, is able to receive calls from the dialer module.

The incoming calls are notified with a “beep” audio that is reproduced to the agent headset as soon as the call is delivered. Contact details are also presented to the agent once the call is answered.

_images/about_agent_dialer_camp_1.png

Figure 1: dialer call connect

Note

It is important to note that an agent working on a Predictive Campaign needs to be very alert as the system is configured to deliver calls to agents as soon as the contact has been reached and answers the attempt.

In addition to the reproduction of audio notification (beep message), the agent can notice the change in the status bar of the screen. The bar has green color when agent is “On call” and also the name of the campaign the call belongs to can be read.

Once the call ends (regardless of which end finishes the call) , the system forces the Agent status to ACW (After Call Work), which allows the agent to finish filling the contact form with the respective Call Disposition. After that, the agent will change this ACW status to available again , so that the dialer knows she/he is ready to receive new calls.

Note

Agent is able to exit ACW pause status by inducing the agent to leave the pause or after a period of time (in seconds) defined by the administrator. In the latter case, the agent simply has that grace period for call disposition process and then automatically will be put back inReady for new calls.

How to make a Manual Call

There may be cases in which the agent assigned to a predictive campaign needs to dial a number manually. In this case the agent is suggested to enter to pause mode and then from that state, generate the manual call. Since otherwise it may happen that at the time of being dialing the manual call, the dialer sends a predictive call and drops manual call attempt.

This manual call can be done to other phone numbers of the same contact, or external numbers out of database. The important thing is to remember to go to pause at the time of the manual attempt.