Reassign Agents
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Reassign Agents
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This feature allows you to reassign an Agent who is currently mapped to the contact. By redirecting the contact to an available agent, you can optimize the workflow and improve customer service.
Filter
To create a filter:
Select an Agent ID to assign a call. You can select multiple agent IDs.
To view only deleted agents under the Agent ID option, activate the Show Only Deleted Agents option.
To include fresh contacts in the result, select the Fresh Contact checkbox.
Select the Call Start Date and the Call End Date.
Select a Campaign from the dropdown list. You can select multiple campaigns.
If required, turn the Build Condition switch to On. Refer to Build Condition for details.
Click Show Contacts to populate the contacts based on the set conditions. The following parameters are displayed:
Select: A checkbox to select a specific contact.
Campaign ID: The campaign ID assigned to the contact.
Contact ID: The contact ID assigned to the contact.
Call Type: The type of the call, such as Normal or Callback.
Callback Start Date: The date and time scheduled for the callback call.
Valid Modes: The modes that are valid for this callback call.
List ID: The ID of the list from which this contact has been uploaded.
Status: The contact status, indicating whether it is Open, Rescheduled, etc.
Agent ID: The agent ID assigned to this contact.
Previous Agent: The previous agent assigned to this contact.
View contacts based on the filter, Select All and Global Select. Select All is used to select all the contacts on the current page. Global Select is used for selecting all populated contacts across all pages.
Reassign an Agent
To reassign an agent:
Select the contacts and click Action to reassign selected contacts to other agents. This dropdown list displays only active agents.
Enter an Agent ID. Click Update Time if the new agent needs to handle the call at a different time. Update the Start Time and the End Time.
Click Reassign Agent.
Note:
For Open contacts, changes take effect immediately. For Delivered contacts, the call still reaches the previous agent, and the new agent assignment takes effect from the next contact delivery.
Build Condition
Expression Builder
Go to the Expression Builder and click CREATE NEW.
Enter an Expression Name.
Select a Function from the dropdown list. For functions such as Left, Right, Substring, and Replace, all Schema Fields, which are the header fields in your upload file, and System Fields are populated. You can select one of these options and then click Select.
Click Settings next to Parameter 1. There are three parameters available for this expression. For functions like Left, Right, Substring, and Replace, all Schema Fields and System Fields are populated. Select one of these and click Select. For all other date, day, and time-related functions, you can select only Now.
Click Settings next to Parameter 2. There are three parameters available for this expression. For functions like Left, Right, Substring, and Replace, all Schema Fields and System Fields are populated. Select one of these and click Select. For all other date, day, and time-related functions, you can select only Now.
Click Settings next to Parameter 3. There are three parameters available for this expression. For functions like Left, Right, Substring, and Replace, all Schema Fields and System Fields are populated. Select one of these and click Select. For all other date, day, and time-related functions, you can select only Now.
Click Save.
Fields
Fields | Description |
|---|---|
Fresh Contact | Indicates whether to include new contacts that have not been previously processed. |
Campaign ID | The unique identifier assigned to the campaign associated with the contact. |
Contact ID | The unique identifier assigned to the individual contact. |
Call Type | The type of call categorized as either Normal or Callback. |
Callback Start Date | The specific date and time scheduled for making the callback call. |
Valid Modes | The communication modes such as phone, email that are valid for this callback call. |
List ID | The unique identifier of the list from which this contact is uploaded. |
Status | The current status of the contact, such as Open, Rescheduled, and so on. |
Agent ID | The unique identifier of the agent assigned to handle this contact. |
Previous Agent | The unique identifier of the agent who was previously assigned to this contact. |
Business Field | Lists the available fields related to business information for the contact. |
Optional Business Field | Lists the optional fields related to additional business information for the contact. |
Action | Provides the option to reassign the contact to a different agent. |
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