Staffing in a contact center changes during the day. Someone starts a shift late, a colleague is needed on another queue, a campaign is moving faster than planned and needs more people on the phones. Until now, the agent list of a voice campaign was set when you built it. HellouOne now lets administrators add agents to a running human voice campaign, or remove them from it, without stopping the campaign.
This post is for contact-center supervisors and administrators who run outbound calling campaigns worked by people, and who adjust staffing while those campaigns are live.
Which campaigns this applies to
The change applies to human voice campaigns worked by a hand-picked list of agents. A campaign assigned to a team keeps following that team, so you staff it by changing the team. AI voice campaigns and inbound campaigns have no agent list to edit. Completed, cancelled or failed campaigns cannot be changed, and an archived campaign must be unarchived first.
Adding agents mid-campaign
In the supervisor monitor of a running campaign, Add agents opens a picker with the people who are not on the campaign yet. Pick one or more and confirm. The dialer reads the agent list on every cycle, so an agent who is logged in and has a phone extension starts getting calls from the next cycle on. There is no restart and no waiting for the campaign to end.
If you add someone who has no phone extension yet, HellouOne still adds them and warns you that the dialer cannot ring that agent until an administrator gives them one. That way you find the gap at once instead of wondering why a new agent never gets calls.
Removing agents without cutting calls
Each agent card in the monitor has a Remove from campaign option. What happens next depends on what the agent is doing.
An idle agent leaves the campaign at once and stops receiving its calls.
An agent who is ringing, on a call or in wrap-up is never cut off. They finish the call and the wrap-up as usual, and then leave. Their card shows a Leaving after this call badge, so the board matches what is really happening.
Leads that were queued for a removed agent in preview mode go back to pending, so the other agents can take them.
The removed agent sees a notice in their dialer console telling them an administrator removed them from the campaign.
The last agent of a campaign cannot be removed. The dialog explains that they are the only agent, so you add someone else first.
There is no force option on removal. If you need to end an agent's session right away, the existing supervisor log out action is still there for that.
How this works in HellouOne
Voice campaigns are part of the HellouOne contact center, where supervisors follow every agent live from the monitor. Only administrators can add or remove agents. While a campaign is running, the agent list is changed only through these two actions, so every change goes through the same checks: a busy agent finishes their call, queued leads are released and the campaign always keeps at least one agent.
Pacing counts only the agents who are on the list, so the dialer does not plan calls for someone you already removed.
Every addition and removal is recorded in the contact center audit log.
Developers can do the same through the HellouOne API: one endpoint adds a list of agents to a campaign and another removes a single agent, with the same rules and the same answers.
This builds on the agent console from the softphone campaign mode and on the call outcomes, forms and wrap-up your agents already use. Wrap-up stays exactly the same for an agent you remove mid-call, so the outcome of their last call is still recorded.
A practical routine for supervisors
Start the campaign with the agents you have at the start of the shift, and add the rest from the monitor as they log in.
When someone needs to move to another queue, remove them from the campaign and let them finish the current call before they switch.
Check the warning after adding an agent. If it says the agent has no phone extension, fix that before you count on them.
Use the Leaving after this call badge to see who is on the way out, and keep enough people on the list to match the dial rate.
Staffing a live campaign should feel like moving people on a shift board, not like rebuilding the campaign. With agents you can add and remove while the dialer runs, supervisors keep the calls flowing and agents keep their current conversations intact.
