Agent Assignment

This section defines how agents are linked to campaigns and how their participation is managed within the system. 

 

 Assigned Agent Groups Agents are organized into groups that are assigned to specific campaigns, allowing for structured distribution of workload. 

 Skill-Based Participation Agents can be assigned to campaigns based on their skills or expertise, ensuring that the right agents handle the appropriate interactions. 

 Dynamic vs Static Assignment Dynamic assignment automatically adjusts agent participation based on availability or system conditions, while static assignment keeps agents fixed to a campaign. 

 Max Concurrent Calls per Agent Defines the maximum number of simultaneous calls an agent can handle, helping control workload and maintain performance.