Description
This section describes the algorithm for creating and managing Webitel telephony operators in the Creatio system.
Glossary
| Term | Description |
|---|---|
| User СRM | A user of the Creatio system. Such user does not have the ability to make or receive calls from the system. |
| User Webitel | Webitel telephony user. In addition to using CRM, he can already make and manage calls from the CTI panel (CTI panel is one of the telephony tools in Creatio CRM. A Webitel user can receive incoming and outgoing calls, both internal and external, directly in the system). |
| Operator/Agent | This is a Webitel user who can receive calls from queues. Skills, teams, statuses can be applied to him. Operators also work with automatic calls (dialers). Operators have the ability to work with statuses: change and manage statuses in the Call Center mode: "Waiting", "Break", "Callcenter". |
Skills | Contact Center Operator Skills. It is also a queue skill. Operators with the queue skill take part in processing its calls. A quantitative measure of skill is potential. |
Teams | Operator teams for working in the contact center. Operator teams are used to work with queues. The team is also assigned one administrator and one or more supervisors. The advantage of using teams is that there is no need to add one operator to the queue. Having created a team of operators, it is possible to flexibly configure and use it in several queues. |
You can learn more about managing agent statuses here.
A Webitel user who has a "Call Center" license can become an operator.
Important!
In order to create an operator, you must first create a Webitel user!
The process of creating a Webitel user is described here.
1. Assigning a Webitel user as an operator.
To assign a user as an operator in the Creatio system (Fig. 1), in the "Webitel Users" section, select the record of the required user and click "Open" (1)
Fig. 1. Opening the users page.
Fill in the checkbox (Fig. 2) in the field "Agent" (1), then, in the new available field "Team" (2) select one of the available teams in the drop-down list.
* the team must be previously created on the Webitel server side.
Press the "Save" button (3).
After saving the record in Creatio, the operator will be created on the Webitel telephony server.
Fig. 2. Operator and team assignment.
2. The process of deactivating operator.
To deactivate the operator, it is necessary to select the required operator in the "Webitel Users" section, "Open" (1) its page. And as seen in Fig. 2 – uncheck the box next to "Agent" (1). "Save" (3). The operator has been successfully deactivated.
3. Assigning skills to an operator.
To add a skill, on the Webitel user page (Fig. 3) click on the "+" (1) on the Skills detail.
* skills must be created on the Webitel server side.
Fig. 3. Choosing the skill.
In the new window (Fig. 4) fill in the "Skill" field (1) by selecting the required value from the list. You must also specify the "Skill level" (2). Skill level from 1 to 100, where 100 is the maximum value. Fill the checkbox "Active" (3). When distributing calls, the system will take into account only active skills. "Save" (4).
Fig. 4. Skill and proficiency assignment.
4. Removing skill from the operator.
To delete a skill from an operator, you need to perform the following steps: select the desired operator in the "Webitel Users" section (Fig. 5), click on the skill to be deleted (1), "Context menu" button (2), "Delete" (3). Confirm in the window that opens: "Yes". The skill has been removed from the list.
Fig. 5. Removing the skills.
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