Call Components in Contact Center

call direction types in general, the following two types of call directions are identified in the contact center industry sometimes they are also termed "common types of calls" in the industry inbound call a call that is initiated by the customer to the agent is an incoming call for a contact centre and known as inbound call outbound call a call that is initiated by the agent to the customer to provide the services or to sell the product is an outgoing call for a contact centre and known as outbound call call types in any system like ameyo, the calls can be divided into the following two types system generated calls manually generated calls system generated calls these calls are managed by the ameyo system itself there is no or very less user involvement for example – auto dial, schedule call backs, and auto preview dial calls following table lists the system generated call types call types call types meaning meaning call direction type call direction type outbound auto dial automated outbound calls initiated by the dialer with any of the following algorithms predictive algorithm calls progressive algorithm calls outbound outbound callback dial these calls are re dialed to the previously dialed customers it can be done due to any of the following reasons taking follow ups from the customers customer's phone is not able to connect in the first time outbound outbound auto preview\ dial these calls are dialed automatically by the dialer with the preview dialing algorithm after connecting the customer, a call is transferred to the agent and a preview of customer information is displayed on the agent's screen before taking the agent on call outbound manually generated calls these calls are initiated by the agent or customer manually such as inbound calls, manual dialed calls, and transfer to campaign calls, etc following table lists the manual generated call types call type meaning call direction type outbound manual dial these are manually dialed calls, which are initiated by the agent because of the following reasons dial phone dial customer dial missed calls after preview dial customer outbound inbound call dial these calls are dialed by the customers, which are received in the campaign through nodeflows inbound outbound manual preview\ dial these are manual calls that are dialed by the agents with preview dial algorithm outbound transferred to campaign dial these calls are transferred from one campaign to another some of the possible reasons are given here in below agent transferred the calls manually using the "transfer to campaign" feature calls transferred in the nodeflow using "transferredtocampaign" node all type of calls