How to set up contact to agent mapping on CallHub?

Contact-to-agent mapping on CallHub can be done manually or using the Import contacts functionality, which uses a CSV file. 

Note: When mapping contacts to agents using a CSV file, you need to include a column with the header "Agent username" to map the contacts to their respective agents appropriately.

Importing a CSV file and mapping it to agents:

To import a CSV file with the mapping, you need to navigate to Contacts > Import Lists > Enter the name of the list (or choose an existing list) > Choose the CSV file > Import. 

In the next step, you need to set the mapping based on the CSV file's header and also map the agent username to the corresponding column on the CSV file. 

Once the list is imported, the contacts will be mapped to the respective agents. 

Mapping a contact to an agent manually:

To manually map an agent to a contact, you need to navigate to Contacts > Choose/search the contact > Edit > Assign agent > Update changes.

How does contact-agent mapping work in CC and P2P campaigns?

The contact-agent mapping in both campaign types works similarly. The contacts are assigned based on agent mappings.

• Mapped agents receive their assigned contacts first, then unassigned ones if available.
• Unmapped agents get unassigned contacts.
• If a mapped agent isn’t active, their contacts will stay waiting.
• Managers can reassign waiting contacts to active agents.

Important: Upon choosing any agent combination while setting up the campaign, the agent-contact mapping will take precedence in the campaign. 

The campaign managers can navigate to Campaigns > Choose the campaign > Agents > Reassign contacts, and reassign contacts based on the agent's availability. 

Note: Pre-assigned contacts can be re-assigned manually and cannot be re-assigned using the Auto-reassign option.