Agent Workflow

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 Delivery

• 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