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Subject: Agent based campaign UUI data
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Offline |
Team,
We are building an agent based (Progressive) outbound campaign in POM with agent-first strategy. In order to invoke screen-pop, we need to pass UUI in a pre-defined format to the agent and want to check on how can we send UUI data to agent without an IVR application? Please find attached the snippet of the contact strategy which we are using. Kindly help us here!
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Subject: Re:Agent based campaign UUI data
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Offline |
I don't know that you need UUI data passed to the Agent. The POM Agent API (for whatever Agent Desktop you are using) will be passing the Contact attributes to the Desktop application and then you can use the Agent Desktop functionality to display those POM contact Attributes (Name, Phone, whatever) to the Agent.
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Subject: Re:Agent based campaign UUI data
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Offline |
Thanks Mike for the response!
Yes Mike. I'm able to see the contact attributes in the Agent Desktop. But, I would like to know is there any way to pass UUI to the agent. Actually, we have an inbound application which pass UUI data to the agent to invoke screen-pop. We wanted to invoke the same screen-pop for agent based outbound campaigns also. So, if we could pass the UUI for outbound calls also, we can invoke the screen-pop similar to inbound calls. |
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Subject: Re:Agent based campaign UUI data
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Offline |
Your stated goal is to give your agents the "same" screen pop for outbound calls (POM calls) as for inbound calls (probably IVR collects data, puts into UUI, agent desktop uses UUI to "pop" a screen). These are obviously two very different scenarios even though you want your agent experience to be similar (or the same). The key is going to be your agent desktop program.
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__________________________ GLEN A. TAYLOR | Solutions Architect Interactive Northwest, Inc. |
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