Blended
Blended is a staffing plan
How agents move between inbound, autodial, and outbound without lying to the dialer.
Blended operations and autodial ยท foundation ยท 12 min full read
The outbound product page says outbound works with inbound digital channels and that blended behavior lets agents move between inbound and outbound as inbound rises and falls. It does not add a campaign type named Blended to the planning roadmap.
- Define blended from the product page
- Keep predictive agents dedicated
You blend by which skills an agent holds and which campaigns are running, not by a secret fourth object. If inbound and a predictive book share the same people, the dialer is predicting availability it does not have.
Use the page that defines the word.
Staff a blend
Name who may take inbound during a spike and who stays on the dialer.
- A shared pod
- A dedicated predictive pod
- The reason they are split
Predictive people are not also the inbound overflow.
- What is blended? Agents moving across inbound and outbound.
- Is it a campaign type? Not in the planning list.
- Predictive plus shared agents? Availability gets stolen.
- How do you build it? Skills and running campaigns.
- Outbound product page. vendor. last checked 2026-10.
- Planning your implementation. vendor. last checked 2026-10.
- Dialer product page. vendor. last checked 2026-10.
- confirm. A community test note says predictive agents should not also be skilled for inbound. That is consistent with the product story and is still a field note, not a settings screenshot. last checked 2026-10.
Glossary. Studio task key: The key copied from a ChatBot task into VCC for a digital IVA. Studio digital IVA with VCC
Sister technologies. RedSky. Emergency-location partner on the E911 data sheet. Not the ITSP. E911 data sheet
Config. Name who may take inbound during a spike and who stays on the dialer.
Troubleshooting. The outbound book is predictive and the same skill takes the noon inbound rush. Dedicate agents or move the book to progressive.
Cross-platform bridge. A mapping to another PBX or contact center is a teaching bridge. It is not an import button.
Future hook. The guide's cloud endpoint stays unset. Confirm before relying on a dated catalog or a case-study number.