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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 is entered.
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 with the most time since the last call;
- Round robin - selects an Agent according to the list of AgentAgents;
- 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 selects Agents based on their Skill levels.
1.3. Admin
Admin - a team leader. Any Supervisor can be an Admin. It is possible to assign multiple AdminAdmins.
1.4. Description
Here enters the description of the Team is enterd.
2. Opportunities
2.1. Change the Name/ Description
Goal | Change the NameName/Description |
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Preconditions |
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Steps |
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Result | Data saved. |
2.2. Change the Strategy
Goal | Change the Strategy Strategy / Admin |
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Preconditions |
|
Steps |
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Result | Data saved. |
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