During an Inbound Call, the application receives the following call events:
Incoming Call (Offered) - A call is shown to the Agent, who must either answer or reject the call. When auto-answer is enabled, the system automatically answers the call.
Talking - State of the current call.
Finished - The call ended because the agent either selected a disposition, transferred the call, or the Virtual Call Center (VCC) withdrew the call from the agent’s Queue. Now, the agent is Ready for the next call.
A call from outside the organization, usually from a customer. The call has reached the contact center and is being handled as per the listed protocols for inbound calls. In some reports, the Call Direction mentions such calls as Inbound Calls.
A contact-center employee who takes the routed customer calls and also handles other type of customer interactions like email and chat. The agent usually handles customer support and inquiries in a contact center.
A Queue is a mapping for a collection of agents. The Group has a 1:1 integration with the with Queue of the partner ACD platform or the campaign of the partner dialer platform.
See Group also.
The state where an agent is logged-in and in a position to receive calls from the dialer.
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