Agent Assignment

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

• Assigned agentAgent 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 participationon 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 concurrentConcurrent Calls per Agent
  Defines the maximum number of simultaneous calls peran agent can handle, helping control workload and maintain performance.