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Description
This section describes the algorithm for creating and managing Webitel telephony operators agents in the Creatio system.
Glossary
| Term | Description | ||
|---|---|---|---|
| User СRM user | A user of the Creatio system. Such user does not have the ability to make or receive calls from the system. | ||
| User Webitel user | The user of Webitel telephony usersystem. In addition to using CRM, he can already make and manage calls from the CTI panel (CTI panel is one of the telephony tools in Creatio CRM. A Webitel user can receive incoming and outgoing calls, both internal and external, directly in the system). | ||
| Operator/Agent | This is a Webitel user who can receive calls from queues. Skills, teams, statuses can be applied to him. Operators agents also work with automatic calls (dialers). Operators agents have the ability to work with statuses: change and manage statuses in the Call Center mode: "Waiting", "Break", "Callcenter". | Skills | Contact Center Operator SkillsYou can learn more about managing agent statuses here. |
Skills | The skill set of a contact center agent. It is also a queue skill for queues. Operators Agents with the queue skill take part participate in processing its calls from the assigned queue. A quantitative measure of skill is potentialcapacity. | ||
Teams | Operator Agent teams for working in the contact center. Operator Agent teams are used to work with queues. The team is also assigned one One administrator and one or more supervisors . The advantage of using teams is that there is no need to add one operator to the queue. Having created a team of operators, it is possible to flexibly configure and use it in several queues. |
You can learn more about managing agent statuses here.
| can be assigned to a team. |
A Webitel user who has a "Call Center" license licence can become an operatoragent.
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Important! In order to create an operatoragent, you must first create a Webitel user! The process of creating a Webitel user is described here. |
1.
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Create a Webitel user as
...
agent
To assign make a user as an operator agent in the Creatio system (Fig. 1), in the "Webitel Users" section, select the record of the required user and click "Open" (1)
Fig. 1. Opening the users page.Open the user's record page
Fill in the checkbox (Fig. 2) in the field "Agent" (1), then, in the new available field "Team" (2) select one of the available teams in the drop-down list.
* Note: the team must be previously created on the Webitel server side.
Press the "Save" button (3).
After saving the record in Creatio, the operator agent will be created on the Webitel telephony server.
Fig. 2. Operator Agent and team assignment.
2.
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Deactivate agent
To deactivate the operatoragent, it is necessary to select the required operator agent in the "Webitel Users" section, and "Open" (1) its his record page. And as As seen in on Fig. 2 – , uncheck the box next to "Agent" (1). and click "Save" (3). The operator agent has been successfully deactivated.
3.
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Add skills to an
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agent
To add a skill, on the record page of Webitel user page (Fig. 3) click on the "+" (1) on the "Skills" detail.
* Note: skills must be previously created on the Webitel server side.
Fig. 3. Choosing the Add a skill.
In the new window (Fig. 4) fill in the "Skill" field (1) by selecting the required value from the list. You must also specify the "Skill levelcapacity" (2). Skill level capacity can be set from 1 to 100, where 100 is the maximum value. Fill the checkbox "Active" (3). When distributing calls, the system will take into account only active skills. Then you can "Save" (4).
Fig. 4. Skill and proficiency assignment.Choose a skill and capacity
4.
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Remove skill from the
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agent
To delete a skill from an operatoragent, you need to perform do the following steps: select the desired operator agent in the "Webitel Users" section (Fig. 5), click on the skill to be deleted (1), then "Context menu" button (2), and then "Delete" (3). Confirm the action in the window that opens: new window by clicking "Yes". The skill has been removed from the list.
Fig. 5. Removing the Remove skills.