Call Center - Contact White Papers
Avaya Interaction Center Outbound Contact Management - Inbound-Outbound Agent Blending
Overview This white paper describes the inbound-outbound Agent Blending feature of Outbound Contact Management (Outbound Contact) in Avaya Interaction Center. Agent Blending is not about mixing the work as much as it is about mixing the workers between the inbound mission (inbound call, web chat, email) and the outbound mission (outbound calls). The essential model under which Agent Blending is designed to work would have dedicated inbound agents and a pool of blended inbound-outbound agents such that the blended agents are available to the inbound channel if inbound service levels are not being met.
| Publisher | Avaya | File Format | PDF, requires Acrobat Rdr 5 |
|---|---|---|---|
| Date Published | October 2003 | Downloads | 124 |
| Format | White Papers | ||
| Topics | |||
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