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)
In 1) you say 'The idea is that inbound and outbound calls are both dealt with by the same agents' should that have been 'The idea is that inbound and outbound calls are both dealt by any of the Agents within the CSQ'.
thank you for your reply, i have also a problem with the agent selection for the outbound call. In my configuration, i have allocated 40% of my CSQ for outbound call, and sometimes when there is few agent for example 3 and if an agent is available. An outbound call is place and the same agent always received the outbound calls as if there is no selection between agents available.
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