Guys,
About to implement a (smallish) outbound contact solution and need to make a decision as to deploying ASM, Transfer or mixed modes.
What are peoples general experiences with each mode & what do you find are the pros and cons of each mode ?
Are there any recommendations on each mode ?
Lance
Hey Lance,
ASM mode is usually only used when the switching layer is too slow to get a call to the agent in a set time (or there is some technical reason). The time requirement is based around customer experience or legal requirements. There are reporting issues/limitations because you are nailing up the agent leg before the customer call is connected and until the connected call is released.
Hope that helps
Russell
Thanks Russell - appreciated.