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1. Description
Here you enter information about the Team.
Consists of fields (Fig.1):
- Name;
- Strategy;
- Admin;
- Description.
Fig. 1. General tab
1.1. Name
Required field. Here enters the name of the Team.
1.2. Strategy
Required field. The field for selecting a strategy for distributing a call to an Agent. It is possible to choose one strategy.
There are such strategies:
- Random - random choice;
- Agent with fewest calls - selects the Agent with the fewest calls received;
- Agent with least talk time - selects the Agent who has the most time since the last call;
- Round robin - selects an Agent according to the list of Agent;
- Round robin bucket - selects an Agent according to the percentage of Buckets in the Queue;
- Agent with longest idle time - selects the Agent who has been waiting for the longest;
- By skill level - selected Agents based on their Skill levels.
1.3. Admin
Admin - team leader. Any Supervisor can be an Admin. It is possible to assign multiple Admin.
1.4. Description
Here enters the description of the Team.
2. Opportunities
2.1. Change the Name/ Description
Goal | Change the Name/ Description |
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Preconditions |
|
Steps |
|
Result | Data saved. |
2.2. Change the Strategy
Goal | Change the Strategy / Admin |
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Preconditions |
|
Steps |
|
Result | Data saved. |
Table of Contents |
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