Contact assignment based on attributes - Preferred Agent

Last Updated : Oct 28, 2025 |
Prolog information
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You can create an attribute-based campaign. If the agent has a set of attributes defined, POM selects the contacts that match with the agent attributes and presents that contact to the agent. The attribute-based selection is applicable only for the progressive or preview type of the campaign. Attribute-based contact selection is applicable for a campaign having a single action node in the handler and all the action nodes are of progressive or preview type. The attribute-based contact selection is not applicable for the predictive type of campaigns.
The following diagram explains the interaction flow for the preferred agent selection:
Legend
Description
1a
The primary skills and the attributes created on Communication Manager for Agents.
1b
The skills from Communication Manager are mapped to the POM attributes. If POM is installed in Oceana mode, attributes are provided to POM in agent login API.
1c
For a record assignment, the attributes are selected for the contact list for which the agent attributes values match. For more information about the attribute configuration, see the section Attribute configuration based on POM install modes in Administering Avaya Proactive Outreach Manager.
2
Agent logs on to POM.
3
POM fetches the skill information from Communication Manager through AES. In case of CCElite and Oceana, it is available in agent login command.
4
Agent Manager fetches the campaign details for the attribute matching.
5
Agent Manager maps the fetched skills to the attributes defined in POM.
6
When an agent is idle, Agent Manager sends the event notification with the agent attributes to the Campaign Manager.
7
Campaign Manager fetches the contact from the contact list based on the provided attributes.
8
Campaign Manager dials out the fetched contact. If more than one contact is found, POM performs the selection as per the sort criteria defined in the campaign filter template.
Note:
POM does not display Attribute type of skills in the strategy configuration.
In progressive dialing, over dial ratio greater than one might result in more abandoned calls as compared to the standard dialing approach.