Process campaign calls
The 8x8 Auto Dialer is an automated outbound phone-based dialer that searches and retrieves a target call list from campaigns defined by the administrator. Campaigns are assigned to outbound phone queues, while agents are assigned to these queues. As an agent serving an outbound queue, you are presented with campaign calls assigned to the queue. The queue may be set to preview, progressive, or predictive dialing mode. The calling experience varies between preview and progressive or predictive modes. In the preview mode, agents can preview the customer record, prepare, and then accept the call. In the progressive and predictive campaign calls, agents are connected to live calls only.
If the 8x8 Contact Center agent is a member of multiple queues, and the AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. whisper is set up for the tenant, Agent whisper alerts the agent, upon connection, about the connected call. Let’s say John serves support calls as well as sales calls, upon connection, the system plays a brief message stating if it is a sales or a support call. In Auto Answer mode, agents do not have time between calls. The whisper helps them identify the context of the call even before the customer information pops for preview, thus allowing them to prepare for the call. Agent whisper messages can be heard on both inbound and outbound calls. Agent whisper is only played for the agent. The agent and customer can talk to and hear each other while the whisper is playing. For details, see our content about Agent whisper.
The Control Panel on your 8x8 Agent WorkspaceThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions. indicates an outbound call, and the Display Panel presents the contact record details for a quick preview.
Handling a campaign call in preview mode
If the outbound 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 and the next call connects.
Handling a campaign call in progressive mode
In the progressive 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 and the next call connects.
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.