Temporary workforce from dialer campaign

This function is suited to you who have understaffed or unmanned queues, and eligible agents working with dialer campaigns.

To configure this function you need access to the organisation area and the access functions Own campaign, and Own queue/waiting list or Modify queue/waiting list.

You configure the borrowing of agents in the Temporary workforce from dialer campaign window, found under the Routing menu.

Agents logged in with a work level used for handling campaign calls via ACE Dialer can be automatically logged out from the dialer and logged into another service, such as Incoming calls, queue, when the queue situation for a specified queue for incoming calls so requires. When the peak subsides, the borrowed agents are returned to the dialer campaign, and automatically given the original work level.

Also see The agent side of agent blending with dialer and other media .

ClosedAn example scenario...
  1. In the evening this contact centre's staff is mainly working with campaigns, calling customers through ACE Dialer.
  2. There are a couple of inbound telephony queues available for the customers to call after office hours, without dedicated staff as this would be too costly.
  3. These queues for incoming calls are configured to borrow agents from campaigns when the queue situation meets a certain condition.
  4. When a call arrives in one of the queues, the ACE system detects that the queue meets the condition for borrowing an agent from ACE Dialer.
  5. An agent with the required skills and access functions to serve the queue is found working with dialer campaigns. The agent is automatically logged out of the campaign and logged in to the service for Incoming calls, queue when the agent is finished with the latest campaign call.
  6. After tending to the call the agent is again automatically logged into the campaign, as no more incoming calls are waiting (i.e. the conditions for returning an agent from the queue are met).

Agents can be lent to both queues and waiting lists for all services except campaign, i.e. agents can be borrowed to work with

  • incoming call
  • callback
  • email
  • chat
  • social media
  • other work items

There is a specific work level used when an agent is borrowed to another service, seen in the Custom work levels.

The function is configured via the Temporary workforce from dialer campaign window.

Start by selecting relevant Organisation area and optional Subarea.

Then configure the following.

  1. Enabled
    Check this box if you want the function for borrowing and returning agents from / to dialer campaigns to be used.
  2. Include paused agents
    Check this box if the agents in status Pause are to be included in the calculations of available agents in need of assistance.
  3. Shortest time before return (s)
    Select the shortest time in seconds an agent can be borrowed from the dialer before being returned. To be returned to the dialer the agent must be in status Paused or Ready, and have no parked contacts.
  4. Default thresholds
    Select a threshold percentage, for calculating the conditions to borrow an agent from a dialer campaign to work with the specified media.
    • Borrow
      Can e.g. be 200, meaning if the number of contacts in a queue is greater than the number of agents x 200%, then borrowing will occur.
    • Return
      Can e.g. be 10, meaning if the number of contacts in a queue is less than the number of agents x 10%, then returning of borrowed agents will occur.
The calculation formula used when a queue is to borrow agents from the dialer:

(the amount of agents logged into the queue * Y) / queue length, where Y is the scale factor for borrowing an agent, e.g. 200%.

The queue getting the lowest value according to the calculation is considered to have the greatest need of extra agents.

The queues and waiting lists involved in the borrowing procedure must then be added to the list in the lower part of the Temporary workforce from dialer campaign window, under Queues and waiting lists using the function. Furthermore, exceptions to the default thresholds can be set per queue/waiting list.

Agents are borrowed (one at a time) as long as the number in queue in relation to the number of agents serving the queue is greater than the threshold for borrowing.

Borrowed agents are returned (one at a time) as long as the number in queue in relation to the number of agents serving the queue is less than the threshold for return. If the return of a borrowed agent immediately would result in borrowing, the agent is not returned. Only agents that have been borrowed for longer than Shortest time before return can be returned. Both exceptions are intended to reduce task switching for agents.

Note that the agent is borrowed to a service and not a specific queue/waiting list. If there are several queues/waiting lists configured to be part in the borrowing procedure, the borrowed agent will be logged in to all queues/waiting lists for the specific service in question as long as the agent's skill profile meets the skill requirements for the queues/waiting lists.

ClosedAn example scenario with two queues...
  1. An agent has been borrowed to the service for Incoming calls, queue and as a result has been logged in to two queues, Q1 and Q2 because Q1 needed more agents.
  2. The agent handles a call from Q1.
  3. Meanwhile, a call arrives in queue Q2.
  4. When the agent finishes the call from Q1, the conditions for returning the agent is met for Q1.
  5. However, since the return of the agent would trigger conditions for borrowing a new agent for Q2, the agent remains in the service Incoming calls, queue.
  6. The agent handles the call from Q2.

Telia ACE version 18.0. . New info since last release is highlighted. ©Telia Sverige AB.