The agent in Flex
Agents work dialer calls in the normal Flex agent desktop. Everything below is the Outbound Dialer feature of the Floor Walker Flex plugin; the UI is translated into Hebrew and supports right-to-left layout.
A dialer call, step by step
| Step | What the agent sees |
|---|---|
| 1. Campaign membership | A supervisor assigns the agent to the campaign (by hand or by a membership rule), and the agent joins the campaign's queue. |
| 2. The task arrives | Dialer tasks are auto-accepted. Agent-first tasks arrive already accepted and show "Calling the customer…" in the task header while the customer's phone rings. |
| 3. Lead card | A Lead tab with the lead's data: name, phone (with a copy button), customer ID, campaign, attempt number, time zone and the whitelisted lead details. An "Answering machine detected" warning appears when AMD flagged the call. For a callback, the note left when it was booked. |
| 4. Disposition | A Disposition tab: "How did the call end?", the outcome, and notes ("Saved with the call and shown to whoever calls next"). Required before the task can be completed. A callback outcome asks for a date and time, who calls back ("Me" or "Any agent") and a window in minutes; any outcome can also add the number to the do-not-call list. |
| 5. Auto-complete | Optional: after the disposition is saved, a countdown ("This task closes itself in N s") that the agent can stop with Keep it open. |
After a retry outcome the tab shows when the next attempt is scheduled. A saved disposition can be updated while the task is still in wrap-up.
Callback cards
An agent-owned callback arrives at its scheduled time as a task on the Callbacks channel (dialer-preview). The card shows the lead, the phone, the campaign, the scheduled time, the note and who booked it (an agent, the customer through the IVR or CRM, a supervisor, or the system after a long hold). It offers:
- Dial: the agent's line connects first and hears ringing until the customer answers ("Stay on the line"). The card follows the call: dialing, ringing, connected, or why it did not connect (no answer, busy, answering machine, the agent left before the customer answered, the number is on the do-not-call list, calls are not allowed at this hour, and so on).
- Reschedule: pick a new date and time.
- Skip: hand the callback to the team; any available agent on the campaign will call the customer.
If the agent does not dial by the owner deadline, the callback goes to the rest of the team. See Callbacks.
Replies to SMS and WhatsApp campaigns
When a customer replies to a campaign message, the reply arrives as an ordinary Flex chat task. A campaign badge on the chat shows which campaign message the customer received and when. See Delivery, replies and opt-out.
Feature flags
The feature is switched on in the Flex configuration (ui_attributes), under features.outbound_dialer:
| Flag | Default | Meaning |
|---|---|---|
enabled | false | Turns the feature on |
api_url | set at installation | The address of your Floor Walker service |
auto_accept | true | Auto-accept dialer tasks (the campaign's autoAccept setting also applies) |
require_disposition | true | The agent must save a disposition before completing a dialer task |
auto_wrap_up | true | Kill switch for automatic wrap-up; the campaign's autoWrapUp setting still has to enable it |
show_supervisor_view | true | Shows the Campaigns view to admins and supervisors |
console_url | the console on your Floor Walker host | Where Open in a browser tab points (dialer console) |
With require_disposition on, the auto wrap-up countdown starts when the agent saves the disposition, not when wrap-up begins.
Auto-accept and auto wrap-up run in the agent's browser. With the Flex tab closed, the agent is effectively unavailable to the dialer.