Part 4: The agent experience

Who should read this article: All users

This is part 4 of the How to run a dialer campaign use case.

Agents in your campaign

{{glossary.Agents}} use the Agent Panel to handle campaign calls, select wrap-up codes, and join and leave {{glossary.Dialer campaigns}}.

Alerting agents

Voiso provides two methods for alerting agents that there is a Dialer campaign they can or should join. You can use Broadcast messages to send a notice to specific teams about an upcoming or just-starting campaign. Also, when a campaign is started, Voiso notifies all logged-in agents in the Agent Panel that they have been added to one or more campaigns.

How agents join campaigns

To join a campaign, agents click the Dialer campaign icon in the Agent Panel to display the Dialer campaign page, then click the name of the campaign they want to join.

When the agent sets their status to Available, calls are routed to them to answer.

Agents have a full set of call controls available while handling campaign calls.

At the end of a call, agents click one of the wrap-up codes you have defined.