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Mark Newcomb

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Call Blending
« on: January 01, 1970, 12:00:00 AM »
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Has anybody out there attempted to use call blending? If so do you have any tips / things to look out for when configuring or even any other issues? We currently use progressive dialling for the majority of our outbound but are thinking about blending at the moment.

Cheers
Mark
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Rory

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Call Blending
« Reply #1 on: January 01, 1970, 12:00:00 AM »
Mark,

We have used call blending on and off for a while. Worked fine but need to watch out for reserved agents on the inbound side. This can be set in CM but we tended to use overflow queues instead (being that we weren't using Genesys for routing).

Rory
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Vic

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Call Blending
« Reply #2 on: January 01, 1970, 12:00:00 AM »
Hi, Rory,

do you have any interesting reports as to call blending? What was your overall opinion of the functionality?

Thanks,
Vic
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Marked as best answer by on May 06, 2025, 03:12:15 AM

Rory

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Call Blending
« Reply #3 on: January 01, 1970, 12:00:00 AM »
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    • Vic,

    We've never really written anything formal on the topic. We only tried Call Blending on the request of the business area. I think the agents found it hard going switching the mind set between inbound and outbound but after a while they were quite happy.

    Technically, it was very simple but that may have been to do with the fact that we use CCR routing on the Meridian which already had overflows from the inbound queue we were going to put blended onto. So when we started we did not have to worry about reserving agents as if any inbound calls came in when no agents were available, the call would simply go off to another queue for inbound only.

    The actual campaign was run just as any other (progressive dialling). We did notice a slight increase in abandonment rates from usual due to agents getting an inbound call whilst an outbound was being made. I think this would get worse the busier the inbound queue gets however this may be where something in ERS can help?

    Rory
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