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Used by Progressive dialing and Configuring progressive dialing

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Excerpt

If progressive dialing is enabled and configured for your account:

  • When an agent ends a Connect call, Connect

determines whether to automatically progress to the agent's next call. Connect automatically progresses to the agent's next call in the following scenarios:
  • If the agent's last call was connected
  • If the agent has dialed every number in the related customer detail record even if none of those calls were connected
Connect does not automatically progress to the next call if

  • automatically sets the disposition code for the call based on the outcome of the call.

  • The disposition code determines what Connect does next. Disposition codes indicate which of the following tasks Connect will perform:
    • Continue to next record.
    • Continue to next call.
    • Stay on current record.

    If the agent's last call
was not connected and the agent has not dialed every number in the customer detail record. The agent can continue working with the call, perhaps making a call to another number in the customer detail
  • does not have an applicable disposition code Connect stays on the current record.