The following table explains the agent experience in different modes.

ModeDescription
Preview

The Agent clicks the Campaign icon—Accept or Skip the contact. Accepting the contact launches an outdial call for the contact.

Standard Preview

Once the agent becomes available again, the dialer attempts to reserve the agent for the campaign by placing a reservation call. After the agent has answered the reservation call, they start seeing a preview pop over with customer details, which the agent can:

  • Accept the contact to start a dial-out to the customer. If the CPA is configured, it determines the next action based on whether a live customer answers or the call redirects to an answering machine, fax, etc.
  • Skip the contact to move to a different contact available in the campaign.
  • Remove the contact, to indicate that the contact will not be called again and move to a different contact available within this campaign.
  • Cancel and leave the campaign.
Direct Preview

Once the agent becomes available again, the dialer attempts to reserve the agent for the campaign by placing a reservation call. After the agent has answered the reservation call, they start seeing a preview pop over with customer details, which the agent can:

  • Accept the contact to start a dial-out to the customer. The agent hears out a direct ring and gets connected with the customer once they answer the call.
  • Skip the contact to move to a different contact available in the campaign.
  • Remove the contact, to indicate that the contact will not be called again and move to a different contact available within this campaign.
  • Cancel and leave the campaign.

For both Standard and Direct previews, the system allows additional configuration to control the agent experience at the campaign level. Administrators can:

  • Set the duration of the time-out and specify the automated action to take at time-out, such as skipping, accepting, or removing a contact.
  • Disable the Skip and/or Remove options by configuring the campaign, so that these actions aren’t available in preview.

Before you begin

Agents must be in Available state to accept an outbound preview campaign call.

1

Sign in to Webex Contact Center Desktop.

2

(For Standard and Direct Preview mode), the system automatically pushes contacts to the agent when the agent becomes available and accepts the reservation call for the campaign.

The campaign contact dialog box appears with the customer's contact information.
3

The agent can review the customer's contact details and then select any one of the following:

  • Accept the contact and start dial-out to the customer.
  • Skip to next contact.
4

If the agent accepts the call, the system calls the customer and disables the campaign contact icon.

5

The preview campaign call contact card in the task list pane shows the campaign call label, contact icon, configured details, and a timer for elapsed time since the preview call started.

6

The call displays as Ringing. If the administrator enables the end call feature, the ringing status is replaced with the Cancel button in the contact card request.

7

If the attempt fails, agents can simply accept another call in campaign contact dialog box that appears. Optionally, if the call reaches answering machine detection (AMD) or voicemail after ringing, agents can leave a voicemail manually.

If the contact center has reached the maximum limit for concurrent calls set for the data center or tenant, you can't make more calls, and the corresponding reason codes display on Desktop. For more information on the maximum limit for concurrent calls, see Make an outdial call.