When the workload in an Inbound group is too low, and as a result, agents are sitting idle, duty swapping enables CCA to put the Inbound group's agents to work on an Outbound task. If the workload subsequently increases, agents can be automatically swapped back to duty on the inbound group. The parameters governing this automatic duty swapping are defined in the inbound group's properties:
When the occupation level (which the system checks at regular intervals) drops below the move to outbound level property, as set in the inbound group properties, agents that also belong to an outbound group are put on outbound duty.
When the occupation level (which the system checks at regular intervals) exceeds the recover from outbound level, as set in the inbound group properties, agents are put back on inbound duty.