Yes. Use either skills-based dialing that will make sure these agents are available before dialing or add a skill on the call when routing (in the campaign setup) to route with a skill to the queue and then skill the agents with different levels. I suppose you can use both skills-based dialing and routing.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 04-04-2024 20:59
From: Christina Bowens
Subject: Power Dialing Campaign Question
We are currently using the Power dialer with auto answer. We have a flow set up to transfer to a live agent if the member answers the phone and if no one answers and we get VM the dialer leaves the voice mail. In this interaction type is it possible to identify some agents as senior agents and allow the members who answer be routed to them first if they are available?
From a queue standpoint, we have skills identified based on call type and language so that IB calls are prioritized currently, we still want this to be the case but would like to have agents in the dialing campaign prioritized over other agents. Also if it is possible would it impact the time it takes for the call to present to the agent when the member answers?
#Outbound
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Christina Bowens
Vida Health, Inc.
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