Glossary
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Glossary Envelope Strategy
Envelope Strategy
An Envelope Strategy attempts to use agents for more than just taking calls. When there are enough agents to handle the call load and other types of work, agents may be assigned to do other work based on call load. The work is usually not time-sensitive, as the priority is placed on answering calls.
AnswerConnect used this Envelope Strategy during periods of low call volume. This allows operators to use their downtime to help handle daily projects.