Worflow Stages

Step 1: Login & Setup 

 

 Agent logs in 

 Selects campaign (if applicable) 

 Reviews environment 

 

 Step 2: Agent Becomes Available 

 

 Agent sets status to Ready 

 System includes agent in dialing pool 

 

 Step 3: Call Handling 

 

 

 Dialer places calls automatically 

 Agent receives call when connected 

 Lead information is displayed 

 

 Step 4: Active Call Handling 

 

 Agent interacts with customer 

 Uses controls:

 

 Mute 

 Hold 

 Transfer 

 

 

 Follows script / CRM 

 

  Step 5: Call Completion 

 

 Call ends (agent or customer) 

 System moves agent to Wrap-up 

 

 Step 6: Disposition & Data Capture 

 

 Agent selects outcome 

 Adds notes 

 Schedules callback if needed 

 

 Step 7: Next Call Cycle 

 

 Agent returns to:

 

 Ready (auto o manual) 

 

 

 Next call is delivered