Agents: Handling campaign calls in different dialing modes

As an agent serving an outbound queue, you are presented with campaign calls assigned to the queue. The queue may be set in preview, progressive, or predictive mode. The calling experience varies between preview and progressive or predictive modes.

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.

Handling a campaign call 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.

Handling a campaign call in progressive mode

In this mode, the agent will only ever receive live calls that have been answered by a person. Agents must be on persistent connection mode to receive campaign calls in progressive mode. 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.

Handling a campaign call 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. Agents must be on persistent connection mode to receive campaign calls in predictive mode. 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.