The Contact Center supports a blending mode for Agents.
If an agent is in the blending mode, the system automatically switches the Agent between Inbound (Queue) and Outbound (Campaign).
Also, it is possible to manually switch between IN and OUT by using the Agent panel in gloCOM. The switching mode can also be managed by using the Supervisor panel. This may be useful if the blending system does not work, or an Agent has to work only Inbound/Outbound for a certain period.
For the blending mode to work, users must define specific criteria for each queue. One of the required fields is the minimum number of Idle Agents that this Queue must have. This will tell the system to primarily try to fulfill Inbound requirements before putting Agents in Outbound.
To access the Minimum Idle Agents: