Predictive Outbound
Options when ending a call
Predictive Outbound status | Result when hangup is clicked |
|
|
Talk Customer Hold | The agent being consulted is disconnected. The remaining agent is |
(available for an agent who initiated | reconnected with the customer and returns to Talking status. |
a consultation and placed the |
|
customer on Hold) |
|
Voice Only | The agent being consulted is disconnected and returns to Ready |
(available for an agent being | status. The remaining agent remains connected with the customer. |
| |
consulted) |
|
Conferenced(Passive) | The agent being consulted is disconnected. The remaining agent |
(available for an agent that has | remains connected with the customer. |
| |
been conferenced) |
|
Conferenced(Owner) | The agent is disconnected from both parties and the control of the |
| call is passed to the other conferenced agent. |
ConferencedExt(Owner) (available | The agent is disconnected from the external party and the customer. |
for an agent that initiated a | They still must disposition the contact. |
conference) |
|
|
|
|
|
Ending a contact
End a contact with the customer.
Procedure steps
Step Action
1On the Agent Desktop Predictive Outbound Voice Path work item, click Disposition Contact.
Hangup and Leave Conference disconnects the agent from the call.
2Select a disposition code from the Disposition Codes dialog.
3Click OK.
If the customer call is still connected both the contact and the customer call are disconnected.
--End--
58 | 2 December 2010 |
