Preview dialing enables agents to first view the available information about the customer and decide when to place the call. In addition to the information about the customer, agents may also view all the history of the customer with the contact center. After viewing the information about the customer, the agent requests the system to make the call.
The system delivers preview calls to agents automatically, taking into account the priority of the call and the skills of the agent to handle the call. Preview dialing keeps agents from dialing calls manually.
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