Personal Connection in Agent Integrated

Personal Connection is an outbound dialer that calls contacts for you. Depending on how your administrator has set it up, Personal Connection may:

• Automatically place multiple calls and connect you when a contact answers. This is called predictive dialing.

• Show you details about a contact and allow you to accept or reject the pending call. This is called preview dialing.

Use Predictive Dialing

Voice controls are not available for predictive dialing calls until the contact The person interacting with an agent, IVR, or bot in your contact center. answers. You cannot hang up a predictive dialing call before it's connected.

1. Launch Agent Integrated and sign in.

2. Hover over the Status Bar in the top right, and select either:

   • The Available state The availability status of an agent..

   • A Personal Connection skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge..

3. Personal Connection dials as many contacts as your administrator has configured. You can review information about the contact that's most likely to answer. When a contact answers, Personal Connection delivers the call to you. If more than one contact answers, the additional calls are routed to other available agents.

4. When you finish the call, click Hang Up before disconnecting your agent leg Your audio connection to CXone Mpower for calls and voicemails. .

Use Preview Dialing

1. Launch Agent Integrated and sign in.

2. Hover over the Status Bar in the top right, and select either:

   • The Available state The availability status of an agent..

   • A Personal Connection skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge..

3. A preview window appears, notifying you that Personal Connection is going to place a call. You can choose from these options:

   • Accept: Accept the call. Personal Connection initiates the call immediately.

   • Requeue: Send the call back to the Personal Connection queue for another agent to handle.

   • Snooze: Delay the call for the amount of time your administrator chose.

   • Reschedule: Schedule the call for a later time, either for you or any available agent to handle.

   • Disposition: Assign a disposition to the call without initiating it.

   You must choose one of those options before the timer reaches 00:00. The options you see depend on how your administrator has configured Personal Connection.

4. When you finish the call, click Hang Up before disconnecting your agent leg Your audio connection to CXone Mpower for calls and voicemails. .