Hi, guys,
I want to check something with everyone here.
I am designing a new outbound call center right now, where SV's load is supposed to be set to the barest minimum, so the usual moving agents from one outbound agent group to another would simply not be accepted.
I was thinking about having agents decide on their own which campaign they want to login and just have campaigns running at full blast from morning till night. Without any agents in the campaign, even an active campaign would not dial, so there is no need to worry about setting the start/end times for any campaigns or sequencing them in any particular order.
To accomplish this, I am thinking about doing the following:
have one agent group assigned per campaign
have all agents assigned to all possible campaigns via agent group memberships
to overcome agent shown as available in all of its groups when he logs in, create a virtual agent group PER each original agent group with LoggedIn('original queue') which would be named as original agent group + VAG
have all campaigns forward the calls to a routing point
use URS strategy to lookup an agent group from a campaign_id attachdata key, append "VAG" to its end, and use it in the Target object.
With this design, there will be no need to move agents from group to group: we will have an ability to blend inbound and outbound calls.
Now, what are some of the disadvantages that you might envision with such a design?
Thanks,
Vic
