Contact assignment based on the Agent ID - Personal Agenda

Last Updated : Sep 20, 2022 |
Prolog information
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Contact assignment based on the Agent ID is to utilize a specific agent for an outbound attempt. POM presents a record to an agent that matches the Agent ID system attribute associated with the contact.
The Agent ID based selection is applicable only for progressive and preview type of the campaign. Agent ID based record selection is applicable for a campaign having a single action node in the handler and all the action nodes are of type either progressive or preview. The agent ID based record selection is not applicable for the predictive type of campaigns.
The following diagram explains the interactive flow for the Agent ID based contact assignment:
Legend
Description
1a
Create an agent skill on Communication Manager.
1b
Select Agent ID as attribute for record allocation in Campaign Creation Wizard.
1c
Contact list is created with Agent ID as a system attribute.
2
Agent1 logs in to POM.
3
POM fetches agent information from Communication Manager via AES.
4
The Agent Manager fetches the campaign details for the attribute based dialing configuration.
5
When an Agent is idle, the Agent Manager sends the event notification with Agent ID as an attribute to Campaign Manager.
6
Campaign Manager fetches the record from a contact list based on the Agent ID attribute.
7
Campaign Manager dials out the fetched record.
Note:
In the AACC and Oceana install mode, POM supports the Record assignment based on the Agent ID only.
In progressive dialing, over dial ratio greater than 1 may result in more abandon calls as compared to the standard dialing approach.