Predictive Outbound

2Click Go Not Ready.

The agent status changes to Not Ready.

--End--

Changing to Not Ready status when on a contact

Change to Not Ready status while still on a contact to indicate that you will not be ready to accept contacts when the current contact is completed.

Prerequisites

Ensure that you have an active contact.

Procedure steps

Step Action

1From the Agent Desktop application, click the status drop down icon.

2Click Go Not Ready.

The button changes to Not Ready and pending not ready appears in title bar. The agent status change remains pending and does not change to Not Ready until the current contact ends.

--End--

Handling a Predictive or Progressive call

Handling a Predictive or Progressive call involves the same procedure for the agent. However, the Administrator can use Progressive calls to prevent the system from dialing calls that exceed the number of Idle agents.

Predictive and Progressive calls are delivered to your Agent Desktop automatically. The customer is on the line and the customer details and call script appear on your Agent Desktop.

Prerequisites

Ensure that you are in Ready status.

Procedure steps

Step Action

1Respond to the call when it is presented to you. Your agent status is Talking.

NN44400-114 Contact Center Agent Desktop

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Avaya NN44400-114 manual Changing to Not Ready status when on a contact, Handling a Predictive or Progressive call