Call blending

Call blending allows agents to be automatically transitioned between handling inbound and outbound calls based on real-time call volume and user-defined conditions. This helps optimize agent utilization and ensure timely handling of inbound calls. Potential benefits of using this configuration include:

• Optimized Agent Utilization: Efficiently manage both inbound and outbound calls with the same pool of agents.

• Improved Customer Service: Prioritize inbound call handling during peak periods to reduce wait times and abandoned calls.

• Enhanced Operational Flexibility: Adapt to fluctuating call volumes and adjust agent allocation in real-time.

Call blending uses a queue-level condition configuration to determine when agents should be pulled away from outbound campaigns to handle inbound calls.

The following conditions can be set:

• Minimum number of available assigned agents

• Queue length

• SLA threshold

All conditions can be combined using AND or OR operators.

When the blending condition is met, the system temporarily removes agents from outbound campaigns after they complete their ongoing calls. If agents are assigned to multiple campaigns, the system prohibits all campaign calls from all campaigns. These agents are then allocated to handle inbound calls until the queue no longer meets the blending condition. At that point, agents resume receiving new outbound call connections.

Permissions

Any administrator with Settings > Queue > All other features permission can configure these settings. No new permissions are needed.

Configure call blending

You can configure call blending at the queue level. There's no global configuration.

Important: Availability preferences set for agents or teams are overridden by the queue blending configuration if blending is in effect.

To configure call blending at the queue level, follow these steps:

1. In the CCAI Platform portal, click Settings > Queue. If you don't see the Settings menu, click Menu.

2. In the IVR (Interactive Voice Response) pane, click Edit / View.

3. Click the queue that you want to edit.

4. In the Settings pane, for Inbound and Outbound Campaign Call Blending, click Configure.

5. Click the Blending condition toggle to the on position.

6. Select one or more blending conditions.

   When two or more blending conditions are selected, the operator field appears. You can change this to OR if required. When using an AND operator, all selected blending conditions must be met before the blending behavior triggers. When using an OR operator, at least one of the blending conditions must be met before the blending behavior triggers.