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blended agent

Definition

blended agent

A blended agent, in a call center or contact center context, is an agent who manages both incoming and outgoing calls and applications as needed. Need is determined by contact center traffic levels.

Similarly, a blended call center allows agents to both make and receive calls as demand and strategy dictate. Combining automatic call distribution for incoming calls with predictive dialing for outbound calls, this strategy makes more efficient use of agents as each can handle the overflow of the other.

Related glossary terms: collaborative browsing (co-browsing), escalation plan, automatic callback, occupancy, Incremental Revenue (Value) Analysis, average handle time (AHT), trouble ticket (trouble report), silent monitoring, first call resolution (FCR), longest delay in queue (LDQ)

This was last updated in October 2006

Posted by: Margaret Rouse

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