Personal Connection in Agent

Personal Connection is an outbound dialer that calls contacts for you. Depending on how your administrator has set it up, Personal Connection may:

  • Automatically place multiple calls and connect you when a contact answers. This is called predictive dialing.

  • Show you details about a contact and allow you to accept or reject the pending call. This is called preview dialing.

Use Predictive Dialing

  1. Launch Agent and sign in.

  2. Hover over the Status Bar in the top right, and select either:

  3. Personal Connection dials as many contacts as your administrator has configured. You can review information about the contact that's most likely to answer. When a contact answers, Personal Connection delivers the call to you. If more than one contact answers, the additional calls are routed to other available agents.

  4. When you finish the call, click Hang Up icon: a phone facing down. before disconnecting your agent leg.

Use Preview Dialing

  1. Launch Agent and sign in.

  2. Hover over the Status Bar in the top right, and select either:

  3. A preview window appears, notifying you that Personal Connection is going to place a call. You can choose from these options:

    • Accept: Accept the call. Personal Connection initiates the call immediately.

    • Requeue: Send the call back to the Personal Connection queue for another agent to handle.

    • Snooze: Delay the call for the amount of time your administrator chose.

    • Reschedule: Schedule the call for a later time, either for you or any available agent to handle.

    • Disposition: Assign a disposition to the call without initiating it.

    You must choose one of those options before the timer reaches 00:00. The options you see depend on how your administrator has configured Personal Connection.

  4. When you finish the call, click Hang Up icon: a phone facing down. before disconnecting your agent leg.