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Supporting Finishing Agents

In many call centers, the agents that make first contact with a called party are not the agents that ultimately finish the call. Another agent might provide any variety of back-end services from confirming details or getting billing information to performing a satisfaction survey or upselling product. This closer is called a finishing agent. While standard agents are the first agents to handle a Dialer call, finishing agents only receive transferred calls. Likewise, scripting support for finishing agents is different from that for standard agents.

Only one script may be linked to a campaign. Consequently, the same script is popped to the standard agents and the finishing agents. It is either up to the agent or to the script developer to display the features appropriate to each agent type. Certainly it would be preferable for the script developer to automate this task.

The following Scripter functions will be used:

When the time comes for a standard agent to transfer a call to a finishing agent, it is important to mark the call for finishing. Use the IS_Action_MarkCallForFinishing action to accomplish this requirement. Doing so serves two purposes:

Indicate that the call should only be given to an agent that is logged in as a finishing agent.
Temporarily write any data associate with the call record, so that it is available to the finishing agent.

When the finishing agent receives that call, the script should detect that this is the back-end of the call and pop an appropriate script. This can be done by setting (and subsequently checking) a custom call attribute.