I have a query on Outbound Preview Dialer for UCCX
Requirement is for 20% of the Agents in a CSQ to handle calls initiated by the outbound dialer between 1100 and 1800 weekdays and there are 50 Agents in the CSQ. Hence the outbound dialer will allocate 10 Agents.
1) Will the outbound dialer wait until there are 10 Agents are not taking inbound calls?
2) Will the outbound dialer allocate different Agents at different times in the day? (during the 1100 to 1800 period)