Weighting

Customer Service (Blended) : 1

Complaint Emails (Outbound) : 50

Web Callbacks (Outbound) : 40

Acquisition Calls (Outbound) : 20

• Agent logs into Customer Service skill which logs them into Avaya
• Agent goes available and is ready to receive calls from Avaya
• Skill wait time setting counts down, eg from 15 seconds
• If no inbound call then when counter reaches 0 initiate ‘Get next record’

(Get Next Record 1)

(Get Next Record 2)

• After coding then the Agent is made available again on Avaya
• Inbound call comes in and script is popped using the DTN mapping from the ‘Customer Service’ skill
• Inbound Call is coded and the wait time setting counts down, eg from 15 seconds again
• Process is repeated.

Using this NEW method you can take inbound calls from multiple projects, and also make outbound calls & handle emails from multiple projects. All at the same time.