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While mapping call outcomes to disposition codes, you must also configure the progression mode for each of the disposition codes. The progression mode determines whether Connect should automatically progress to the next record or call for the agent to handle or stay on the current record, based on their current call's disposition code. In Progression Mode, select which of the following tasks Connect will perform if the agent's current call contains this disposition code:
For information about the different progression modes, see Progressive dialing. |
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