1. Description

Here you enter information about the Agent or Supervisor.

Consists of fields (Fig.1):

1. User;
2. Description.

Состоит из полей:

1. Поле "Пользователь";
2. Переключатель "Супервизор".
3. Поле "Команда";
4. Поле "Супервизор";
5. Поле "Аудитор";
6. Поле "Площадка";
7. Поле "Медиафайл";
8. Поле "Количество одновременных звонков";
9. Поле "Количество одновременных чатов".

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Рис. 1. Страница детали "Общее" для оператора

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Рис. 2. Страница детали "Общее" для супервизора

1. Supervisor switch;
2. Team;
3. Supervisor field;
4. Auditor;
5. Location;

6. Media file;

7. Progressive call count;

8. Chat count;
9. Task count.

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Fig. 1. General tab for an Agent.

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Fig. 2. General tab for the Supervisor

1.1. User

When you click on the User field, a drop-down list opens from which a choice is made. You can use the User field to search if the required list is not shown.

The drop-down list only displays Users who are not yet Agents or Supervisors. How to create a new User is included here.

1.2.

Supervisor switch

It is designed to set the rights of the Supervisor:

Image Removed Image Added - the User does not have Supervisor rights. The Supervisor field is available (Fig.1);

Image Removed Image Added - the User has supervisor Supervisor rights. The Agent tab is available (Fig.2).

1.3.

Team

It is designed to select the Team of for the Agent. The Agent can work within the same Team.

When you click on the Team field, a drop-down list opens from which a choice is made. You can use the Team field to search if the required list is not shown.

How to create a new User Team is included here.

1.4. Supervisor field

Available only for the Agent (see point 1.2). It is used to select a Supervisor for this Agent.

When you click on the Supervisor field, a drop-down list opens from which a choice is made. You can use the Supervisor field to search if the required list is not shown.

One or more Supervisors can be assigned to one Agent.

1.5.

Auditor

It is designed to select an Аудитор for Auditor for the Agent.

When you click on the Аудитор Auditor field, a drop-down list of Users opens from which a choice is made. You can use the Аудитор field Auditor field to search if the required list is not shown.

One or more Аудитор can Auditors can be assigned to one Agent.

1.6.

Location

It is designed to select the Location from which the Agent will work. The Locations determine the Agent's time zone.

When you click on the Location field, a drop-down list opens from which a choice is made. You can use the Location field to search if the required list is not shown.

How to create a new Location is included here.

1.7.

Media file

The field for selecting a sound file for a personal greeting.

1.8.

Progressive call count

Determines how many simultaneous outgoing calls can be made to this Agent when using Progressive (this parameter is also used in cases where the Predictive dialer switches to Progressive) Dialer.

1.9.

Chat count

Here enter the number of simultaneous Chats that the Agent can handle.

1.10. Task count

Here enter the number of simultaneous Tasks the Agent can handle.

2. Opportunities

2.1. Change the

Progressive call count / Chat count

2.2. Назначение пользователя супервизором

Цель

Назначить пользователя супервизором

1.  Доступ к приложению Admin;
2.  Доступ к разделу "Операторы" в приложении Admin;
3.  Разрешение на создание и/или редактирование в разделе "Операторы";
4. Наличие оператора или создание нового.

Сценарий:

1. Перевести переключатель "Супервизор" в активное положение.
2. Нажать кнопку "Сохранить".

2.3. Изменение количества одновременных звонков/чатов

Цель

Изменить количество одновременных звонков/чатов

1.  Доступ к приложению Admin;
2.  Доступ к разделу "Операторы" в приложении Admin;
3.  Разрешение на создание и/или редактирование в разделе "Операторы";
4. Наличие оператора или создание нового.

Сценарий:

2.2. Change the Team/ Supervisor / Auditor / Location / Media file

2.3. Assign the User as a Supervisor