Note: This feature is available in Preview for select customers using Advanced Dialer.
Overview
Agent Level Blending allows agents to transition seamlessly between outbound and inbound interactions. By prioritizing inbound contacts over outbound campaigns, this feature helps reduce missed calls and minimizes idle time during dialing gaps.
Agent-Level Blending Controls
Admins can now configure blending behavior [1] for individual agents rather than applying a single setting to the entire account. Previously, agents had to be either all blended or all non-blended. Now, admins can specify which agents receive both outbound and inbound/digital interactions.
This can be configured [2] per user in the Users app or updated in bulk via Advanced Dialer Settings in the Admin app.
Value: This update provides the flexibility to tailor blending strategies to specific roles (such as dedicated outbound versus hybrid agents) without affecting the rest of the workforce.