FAQs: Contact to Agent mapping in P2P and CC campaigns

Does the agent mapping work for all the dialers in a Call Center campaign?

No, the mapping is setup only for Power and Preview Dialer.

What happens if I dont include the agents that are assigned to specific contacts added to the campaign?

In both the campaign types, if you choose the option to manually add specific agents, the system will add them to the campaign. However, upon starting the campaign all the agents that are pre-assigned to the contacts included in the contact list will also be added to the campaign. 

How does the Sort order function work while using contact to agent mapping?

The sort order function prioritises the contact that are pre-assigned to the agents in the same order as the sorting chosen. Once these contacts are called, the system will then start calling the unassigned contacts in the same sort order. 

What happens if the pre-assigned contacts are completed? Will the agent be kicked out of the campaign?

No, once the agents have completed calling the pre-assigned contacts, the system will then assign unassigned contacts to continue the texting/calling based on the campaign they are added to.

What happens if a mapped agent is not active?

If a mapped agent is not active, the contacts will not be called and will stay in waiting. However, the campaign manager can choose to re-assign these contacts to any active agents using the "Re-assign contacts" option in the agent tab. 

Can I bulk assign agents to contacts?

No, bulk assigning contacts to agents is not possible.