Dialer Real-time Agent Management

Call Center Supervisors can use this view to move agents between campaigns in order to optimize the use of available agents. Supervisors can select a campaign, see what agents are logged into the campaign, see what agents are available and then log Agents into or out of a campaign. This gives Supervisors the ability to alter the agent pool participating in a campaign.

NOTE: Supervisor can override the agent right to logon/logoff all campaigns. More information on the Interaction Dialer Manage Help - General,

It is important to keep in mind that if a Supervisor wants to be able to log agents in and out of campaigns, the agents themselves cannot have the Logon Campaign right.

NOTE: For more information on the Logon Campaign right, see the Security Rights topic in the Interaction Administrator help system.

Campaign

Selects the campaign whose agent participation you want to manage.

Available Agents

Lists names of agents and the active campaigns they are currently receiving calls for.

Logged On Agents

Lists the names of agents participating in the currently selected campaign.

Log On

Logs any agents selected in the Available Agents list into the campaign.

Log Off

Logs off any agents selected in the Logged On Agents list out the campaign.