Here you enter information about the Agent or Supervisor.
Consists of fields (Fig.1):
User;
Supervisor switch;
Team;
Supervisor field;
Auditor;
Location;
Media file;
Chat count.
Fig. 1. General tab for Agent
Fig. 2. General tab for 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:
- the User does not have Supervisor rights. The Supervisor field is available (Fig.1);
- the User has supervisor rights. The Agent tab is available (Fig.2).
1.3. Team
It is designed to select the Team of 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.
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.
It is designed to select an for the Agent.
When you click on the field, a drop-down list of Users opens from which a choice is made. You can use the field to search if the required list is not shown.
One or more 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.
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.
Важно!
If the Agent works with chats and calls, then the call can be distributed to the Agent when there is no open Chat; respectively, the Chat can be distributed to the Agent when there is no active call.
2. Opportunities
2.1. Change the Progressive call count / Chat count
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