Outbound Option [Reservation Call]

Unanswered Question
Aug 22nd, 2008

Hi Friends, I need to know if there is any way to relation the reservation call with any particular agent. We need to know if there is some way to capture the context information (Account name, Phone01, etc).


This is the scenario:


2 Agent

10 Records

1 Skillgroup


We must ensure that five specific contact (record`s) are processed by one specific agent and the other five by the other agent.


Thanks a lot !

Best Regards.

Leandro.

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Edward Umansky Tue, 08/26/2008 - 20:47

You can read context info from the reservation call if you are running a Preview campaign. There are built-in ECC variables which you can evaluate to extract the context info. If you wanted to, you can read the context info with an if node in your reservation call script and then direct it to a particular agent using one of the agent nodes.


However, best way to split the list as you described is to create two skill groups (1 agent assigned to each), two campaigns, and two query rules that divide the records appropriately.

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