For personal agenda based campaigns, POM selects the records based on AgentID. If the selected record has an AgentID specified by using a custom attribute with a value of the agents phone login ID, that record can only be handled by the agent specified. If the record does not have an AgentID specified, meaning the attribute value is blank or null, then POM assigns this record to any available agent.

Consider the following scenario to understand how POM selects the contact based on the AgentID. Consider two agents 210001, 210002, and also a sample contact list with AgentID as an attribute. Agent 210001 is eligible for the Record ID 1234567890 as the AgentID value matches with ID 210001. Similarly, agent 210002 is eligible for the Record ID 5556667777. Both agents are eligible for the Record ID 0987654321 as shown in the following table: