Avaya NN44400-114 Manuel D’Utilisation
NN44400-114 Contact Center Agent Desktop
2 December 2010
51
Predictive Outbound
2
Click Go Not Ready.
The agent status changes to Not Ready.
--End--
Changing to Not Ready status when on a contact
Change to Not Ready status while still on a contact to indicate that you will not
be ready to accept contacts when the current contact is completed.
be ready to accept contacts when the current contact is completed.
Prerequisites
•
Ensure that you have an active contact.
Procedure steps
Step
Action
1
From the Agent Desktop application, click the status drop down icon.
2
Click Go Not Ready.
The button changes to Not Ready and pending not ready appears in title bar.
The agent status change remains pending and does not change to Not Ready
until the current contact ends.
The agent status change remains pending and does not change to Not Ready
until the current contact ends.
--End--
Handling a Predictive or Progressive call
Handling a Predictive or Progressive call involves the same procedure for the
agent. However, the Administrator can use Progressive calls to prevent the
system from dialing calls that exceed the number of Idle agents.
agent. However, the Administrator can use Progressive calls to prevent the
system from dialing calls that exceed the number of Idle agents.
Predictive and Progressive calls are delivered to your Agent Desktop
automatically. The customer is on the line and the customer details and call
script appear on your Agent Desktop.
automatically. The customer is on the line and the customer details and call
script appear on your Agent Desktop.
Prerequisites
•
Ensure that you are in Ready status.
Procedure steps
Step
Action
1
Respond to the call when it is presented to you.
Your agent status is Talking.