Combine Inbound/Outbound groups

[davea2]

Hi

Wrestling with this one a bit!

Customer currently has inbound only contact centre. It's only small, 4 agents and a supervisor.
They have 8 campaigns running delivering to 4 different groups and most of the time all agents are logged into all groups.
They use preview dialling with a preview time of 30 minutes (!) I think so that they can pretty much decide when to make the call.

Now that want to take inbound calls also with the same agents.

The problem I see is that if an agent get an outbound call, for the duration of the preview time, they are classed as busy?

So if all 4 have an outbound call waiting, they will not be able to take any inbound calls!

I am thinking I could prioritise the inbound topics and these would then automatically be presented to a free agent first, if for example I made the priority of the inbound topic 1 and the outbound topics 10 or something. Then put all the calls into a collector and present to the group.

However the above is still true, if there happen to be no inbound calls queuing, they would get an outbound call and be blocked during the preview time

Any help or ideas would be appreciated!

Cheers

Dave

 

[vladcbv]

Hi,

Hmmm ... put realtime info on the agent screen with calls in queue.. that way if they see someone calling they at least know about it and they can finish the campaign call and take the inbound one (Rclick on number -> Pick Up or Reserver). You can also create a button / an indicator that blinks if thre is a call in queue - just to get their attention ..

 

[janni78]

The problem is the 30 min timer on the preview call.

Dialer calls always have lower priority but if it's already assigned to an agent they need to handle that first.

"Trying is the first step to failure..." - Homer

 

[davea2]

They have decided to split the contact centre - half of agents inbound, half outbound.
makes life easier!