Wouldn’t it be great if agents on inbound campaigns didn’t have to sit idle when inbound traffic is slow? Or if agents assigned to outbound campaigns could switch over as back-up for an unexpectedly hectic inbound campaign? With Liberation’s campaign blending functionality, you’ve got it!
The Liberation Platform supports two types of campaign blending: supervised and dynamic. For both types, agents with a universal DialogGuide agent license – meaning they’re qualified to participate in all campaign types – can be moved from one campaign to the other, either at the supervisor’s discretion (supervised) or automatically based on ACD queue parameters such as maximum wait time, average call length, and maximum idle time (dynamic).
All blending assignment begins in CampaignManager. For supervised campaign blending, the supervisor decides when to manually assign or reassign agents. For dynamic campaign blending, the Agent Control Manager monitors the customer’s PBX/ACD switch, checking for predetermined thresholds and automatically logging agents into and out of the appropriate campaigns.- Agents use DialogGuides for both inbound and outbound campaigns, so agents can quickly adapt to the campaign environment.
- Wasted resources are eliminated during nonpeak times, and call center managers can effectively flatten traditional agent performance peaks and valleys.
- CampaignManager and the Computer Telephony (CT) Server keep track of agent time statistics for both inbound and outbound campaigns.
- You can continue to use and rely on ACD reporting, because campaign blending does not affect the validity of these statistics.
- Direct Access is supported and available to agents for both inbound and outbound campaigns.
Supervised campaign blending is a standard Liberation feature. Dynamic campaign blending is an option that requires integration with the customer’s PBX/ACD switch. The customer’s PBX/ACD switch must be compatible with Liberation CT application middleware. In most cases, the connectivity and control between the customer’s PBX/ACD switch and the Agent Control Manager is maintained via a TCP/IP network protocol and the switch interface protocol standard CSTA.
