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1. Description

Here you enter information about a Team.

Consists of fields (Fig.1):

  1. Name;
  2. Strategy;
  3. Admin;
  4. Description.

Fig. 1. General tab

1.1. Name

Required field. Here 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 with the most time since the last call;
  • Round robin - — selects an Agent according to the list of Agents;
  • 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  -  selects —  selects Agents based on their Skill levels.

1.3. Admin

Admin - — a team leader. Any Supervisor Agent can be an Admin. It is possible to assign multiple Admins.

1.4. Description

Here the description of the Team is entered.

2. Opportunities

2.1. Change the Name/Description

Goal

 Change the Name/Description

Preconditions
  1. Access to the Admin application;
  2. Access to the Teams section in the Admin application;
  3. Permission to edit or create in the Teams section;
  4. Have at least one Team or create a new one.

Steps


  1. Click on the field you want to change.
  2. Make the necessary changes.
  3. Click the Save button.

Result

Data saved.

2.2. Change the Strategy

Goal

 Change the Strategy / Admin

Preconditions
  1. Access to the Admin application;
  2. Access to the Teams section in the Admin application;
  3. Permission to edit or create in the Teams section;
  4. Have at least one Team or create a new one.

Steps


  1. Click on the field you want to change. A The drop-down list opens.
  2. Select the required option from the drop-down list.
  3. Click the Save button.

Result

Data saved.


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