This feature enables an agent or supervisor to select one or more campaigns where the agent wants to join and attend calls.
With this enhancement, agents have an option to select one or more preferred campaigns. New Agent APIs allow agents to select and view their preferred campaigns. POM attaches the agent to one of their preferred campaigns based on the existing agent assignment logic.
New REST APIs are provided for the supervisor to view and change the agent’s preferred campaigns. This provides greater control to the supervisors for configuring the agents to join specific campaigns.
Supervisor Dashboard provides a real-time view to the supervisors to see the preferred campaigns of the agents. Supervisors can also add or change the preferred campaigns of the agents in real-time from supervisor dashboard without restarting any service.
The AGT API includes commands to display and select jobs. The AGTListJobs command displays the list of applicable jobs for an agent. The agent can select a preferred job from the displayed list using the AGTSetPreferredJobList command.
For more information on Agent API and REST API, see Avaya Proactive Outreach Manager Agent API and SDKs and Avaya Proactive Outreach Manager Developer Guide.
After an agent selects the preferred campaigns, they can attach to only one of those campaigns. The campaign to which the agent gets attached is automatically selected from the given list of preferred campaigns.
If preferred campaigns are not running, or paused, or all contacts are dialed out, the agent remains idle. Supervisors can clear the preferred campaign list of an agent through the supervisor dashboard or using REST API without restarting any services. Alternatively, an agent can log out and log back in to clear their preferred campaign list, enabling POM to automatically assign them to available campaigns.
An agent can select a maximum of 20 preferred campaigns. Agent balancing is strictly within the preferred campaigns selected by the agent. If an agent selects multiple preferred campaigns, POM automatically manages the assignment within that list.
This feature provides more flexibility for agents and supervisors, enabling better control of campaign assignments to agents within POM.
For example, if four campaigns are running (CMP1, CMP2, CMP3, and CMP4) and an agent selects two campaigns (CMP1 and CMP2) as preferred, the following scenarios are possible:
The agent gets attached to either of its preferred campaigns that is, CMP1 or CMP2, based on availability.
If the agent gets assigned to CMP1 and all contacts from CMP1 are dialed out or CMP1 pauses or stops, POM automatically reassigns the agent to CMP2.
If neither CMP1 nor CMP2 is running, and only non-preferred campaigns are active, the agent remains idle.
If a callback from a non-preferred campaign gets routed to an agent, the agent temporarily switches to handle the callback. After the callback completes, POM attaches the agent to any of the available preferred campaigns based on the existing agent assignment and balancing logic. It is not necessary that the agent returns to the same preferred campaign after the callback completes.
In an inbound call scenario, if an incoming call gets routed to an agent while the agent is already working on CMP1, the agent switches to handle the inbound call. After the call completes, POM attaches the agent to any of the available preferred campaigns based on the existing agent assignment and balancing logic. It is not necessary that the agent returns to the same preferred campaign after the call completes.
For linked campaigns, if an agent is attached to a preferred campaign CMP1 and a linked job becomes available, the linked job does not automatically get added to the preferred campaign list of that agent. The agent or supervisor must manually update the preferred campaign list to include the linked job.
