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1. Description
It is designed to configure Agents. A User who has a Call Center license can become an Agent.
It consists of the following elements:
- Creation tool (Fig.1(1));
- Search field (Fig.1(2));
- Refresh button (Fig.1(3));
- Registry (Fig.1(4));
- Pagination (Fig.1(5)).
Image RemovedImage Added
Fig. 1. Agents page.
1.1. Creation tool
Use the Add button (Fig.1(1)) to create a new object. Access the to a General tab opens after clicking. You You can open tabs for existing Agents through the entries editing tool (see paragraph 1.4.7).
Tabs:
1.2. Search field
The search is performed on the Name column.
Include Page
You can create a search query in regex format, and the system will display the results that match it.
1.3. Refresh button
(Fig.1 (3)). Include Page Refresh button Refresh button
1.4. Registry
The registry is a list of entries of existing objects in this partitionsection, each of which consists of a set of fields:
- Checkbox;
- Name;
- Status
- Status time;
- Team;
- History tool;
- Editing tool;
- Removal tool.
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If there is no entry on the page, then an additional Add button is displayed in the register, the functionality of which duplicates the Add button in paragraph 1.1. |
1.4.1. Checkbox
Include Page Checkbox Checkbox
Fig. 2. Confirm deletion modal window
1.4.2. Name
The name of the Agent is displayed here.
1.4.3. Status
It shows what status the Agent is in.
There are such statuses:
Существуют такие статусы:
Image RemovedImage AddedOffline;
Image RemovedImage AddedOnline;
Image Removed Image Added Pause;
Image Removed Break Image Added Break out.
1.4.4. Status time
It shows how long the Agent has been in the state displayed in the Status column.
1.4.5. Team
It displays the name of the Team the Agent is onbelongs to.
1.4.6. History tool
The State History modal window opens (Fig.3) when clicking the Image Removed button clicks Image Added button.
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Fig. 3. State history modal window
Time parameters are set, and the list of entries is displayed in the modal window. Available pagination and buttons to close the modal window.
The register registry consists of the following columns:
- State;
- Channel;
- From;
- To;
- Duration.
1.4.6.1. State
There are such states:
- waiting - waiting — waiting for a connection with a Subscriber;
- offering - — connected with the Subscriber; connects with the Agent;
- answered - — active call;
- active - — active chat;
- bridged - — the call is connected to the Agent and the Subscriber;
- hold - — call on hold by the Agent;
- processing -— the Agent enters the data on the call details;
- chat - — the Agent services serves a Chat;
- wrap time - pause — a pause between calls. The duration of this state is entered in the Wrap up time field on the Timing tab of the Agent's Team;
- missed - enters this state — occurs when the Agent missed the call. The duration of this state is entered in the No answer delay time field on the Timing tab of the Agent's Team;
- pause - — Agent on pause. The name of this state changes according to the name of the pause. You can see available pauses on the Agent statuses page;
- break_out - force — the Agent to go is forcibly taken offline. Sets to this This state occurs when the Agent has missed the maximum allowed number of calls allowed, which is entered in the Max no answer field on the Timing tab of the Agent's Team;
- online - — Agent in is online;
- offline - — Agent in is offline.
1.4.6.2. Channel
There are such channels:
- Call;
- Email;
- Chat.
1.4.6.3. From
The time when the Agent entered the this state.
1.4.6.4. To
The time when the Agent left the this state.
1.4.6.5. Duration
The amount of time the Agent spent in this state.
1.4.7. Editing tool
Include Page Editing tool Editing tool
1.4.8. Removal tool
Include Page Removal tool Removal tool
Fig. 4. Confirm deletion modal window
1.5. Pagination
Include Page Pagination Pagination
2. Opportunities
2.1. Create a new Agent
Goal | Create a new Agent |
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Preconditions |
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Steps |
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Result | Data saved. The Agent is created. |
2.2. Delete
aan Agent
Goal | Delete |
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an Agent | |
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Preconditions |
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Steps |
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Result | The modal window closes. The Agent is removed. |
2.3. Delete several Agents
Goal | Delete several Agents |
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Preconditions |
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Steps |
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Result | The modal window closes. Agents are removed. |
2.4. Edit
aan Agent
Goal | Edit |
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an Agent | |
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Preconditions |
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Steps |
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Result | Data saved. |
2.5. View an agent's state history
Goal | View an agent's state history |
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Preconditions |
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Steps |
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Result | The State history modal window opens. |
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