Outbound
Work the book
Nine records. One of them must never be dialled.
The book
Call setup
The language sets the opening line only. The agent follows the caller from there.
Idle
Transcript
The building
The call climbs. It stops at the second floor.
Tool activity
Wrap-up
Inbound
Answer the line
Most callers arrive with a number and a worry.
Call setup
Inbound starts with no record. The agent looks the caller up, or makes one.
Idle
Transcript
The building
The call climbs. It stops at the second floor.
Tool activity
Wrap-up
Knowledge
What the desk knows
—
Same BM25 index the agent queries mid-call.
Playbook
The rules it runs on
Rule one outranks the sale.
Desk