Blending
Blending is a feature that improves efficiency by allowing your dialler agents to handle inbound calls whilst participating in an outbound campaign.
You can allow a dialler agent who has just become available and triggered an outbound call to do the following:
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If there are calls waiting in an inbound queue |
To service these before the outbound call. Useful where calls tend to accumulate in your inbound queues from time to time (Use queue prioritisation). |
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If there are NO calls waiting in an inbound queue |
To allow some time (for example, 20 seconds) for a call to appear in the inbound queue before servicing the outbound call. Useful where there is a steady trickle of calls to the inbound queue (Use 'blend delay') |
Create a Prioritised Queue Group
- Create a queue group by selecting storm Contact > Queue Groups > Add Queue Groups.
- On the Assign to Queue Group screen, select the target agent groups and then click Update Assignment.
- Select storm Contact > Queue Groups > Queue Prioritisation.
- On the Queue Prioritisation screen, select the queue group just created and move the inbound queue group to a higher priority in the sequence.
- Click Update Prioritisation.
Configure the Blend Delay Setting
- Edit the queue matching rule by selecting storm Contact > Queues > Edit Matching Rule.
- Select the matching rule to edit from the drop-down list.
- Select the check box Apply waiting criteria to matching rule.
- Select the Time since agent available check box, and enter a period from 1 to 300 seconds.
- Click Update Rule.