- Created by Olesya Tantsyura, last modified on May 18, 2023
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1. Description
The page is designed to add and configure queue members. Available for all queues but must be empty for inbound, inbound chat, and inbound task queues. Consists of the following elements:- Creation tool (Fig.1(1));
- Filter block (Fig.1(2));
- Search field (Fig.1(3));
- Reset members tool (Fig.1(4));
- Removal tool (Fig.1(5));
- Upload tool (Fig.1(6));
- Refresh button (Fig.1(7));
- Registry (Fig.1(8));
- Pagination (Fig.1(9)).
1.1. Creation tool
Use the Add button to create a new member (Fig.1(1)). Access to the details opens after clicking on it. You can access the details of an already existing member through the entry editing tool. The details:Note
1.2. Filter block
It is designed to filter the data displayed in the registry entries. Contains:- Filtering fields (Fig.2(1));
- Reset filters button (Fig.2(2));
- Expand filters button (Fig.2(3)).
1.2.1. Filtering fields
Available fields for filtering:- From - date and time of member creation;
- To - date and time of member creation;
- End cause;
- Basket;
- Priority (From and To fields).
1.2.2. Reset filters button
Represented as a button , all previously selected filters are reset when clicked.
1.2.3. Expand filters button
Represented as a button, all fields for filtering are revealed when clicked.
Note
The number of fields displayed may vary depending on the browser window size. Use the button to expand all fields.
1.3. Search field
The search is performed by name and exact number match.It consists of an input field and a close button () displayed when the cursor is placed in the input field. To search by part of a word or a number, use the * symbol. You can also use the * character to replace any number of characters.
1.4. Reset members tool
The button (Fig.1 (2)) is used to reset members. This button opens the Reset members modal window (Fig. 3).
Fig. 3. Reset members modal window
Click the Reset button in the modal window and reset the dialing for members with unsuccessful attempts to connect.
Attention!
1.5. Removal tool
The button (Fig.1 (3)) is used to delete members (items). Click on this button opens a list with options (Fig. 4):- Delete all items;
- Delete all filtered items;
- Delete N selected items.
Fig. 4. Removal tool
Click on one of the options confirms the deletion of the items specified in this option.
1.6. Upload tool
It is used to upload members from a CSV file. Clicking the () button opens a file selection window. Select the desired file on your device and click the Open button (depending on the OS, the file selection window may differ). The Import CSV modal window opens (Fig.5).1.6.1. Import CSV modal window
It is designed to configure data import. Consists of the following elements:- Configuration block (Fig.5(1));
- Preview block (Fig.5(2));
- Selection block (Fig.5(3));
Fig. 5. Import CSV modal window
1.6.1.1. Configuration block
The Skip headers checkbox allows you to skip headers. At the moment, the parameter is not available for changes. The Char set field is used to select the encoding. At the moment, the parameter is not available for changes. By default, UTF-8 is used. In the Separator field, enter the punctuation mark used in the imported file. By default, a comma is used.1.6.1.2. Preview block
This block displays the headers and several completed rows from the table that is being imported.1.6.1.3. Selection block
In the drop-down lists, select the headers (used in the CSV file), the data from which must correspond to the parameter for which the choice is made. For example, in the name drop-down list, selectName
(Fig. 6).Fig. 6. Customize CSV file import
1.6.1.3.1. name
Required field. This field selects the name of the column specified in the import file. The data in this column corresponds to the members' names.1.6.1.3.2. timezoneId
This field selects the name of the column specified in the import file. The data in this column corresponds to the members' time zone.1.6.1.3.3. priority
This field selects the name of the column specified in the import file. The data in this column corresponds to the members' priority. The higher the number, the higher the priority of calling the member.1.6.1.3.4. Expire
This field selects the name of the column specified in the import file. The data in this column corresponds to the date and time when the term for dialing the members expires.1.6.1.3.5. bucketId
This field selects the name of the column specified in the import file. The data in this column corresponds to the bucket id to which members need to be added.Fig. 7. Bucket id
1.6.1.3.6. variables
This field selects the name of the column specified in the import file. The data in this column corresponds to the variable displayed when you call this member.1.6.1.3.7. Communication destination
Required field. This field selects the name of the column specified in the import file. The data in this column corresponds to the member connection data. For example, a phone number.1.6.1.3.8. Communication priority
This field selects the name of the column specified in the import file. The priority for the communication destination is indicated in these columns. One column has data about one communication destination. It is used when one member has several communication options, for example, two phone numbers.Fig. 8. An example of a table for loading members with two phone numbersAttention!
1.6.1.3.9. Communication code
Required field. This field selects the name of the column specified in the import file. The data in this column corresponds to the communication code.The code can be found on the Communication types page in the Code column.
1.6.1.3.10. Communication description
This field selects the name of the column specified in the import file. The data in this column corresponds to the description of a member.1.7. Refresh button
Updating the register table is performed by clicking on the refresh button -
(Fig.1 (7)).1.8. Registry
The registry is a list of entries of existing objects in this section, each of which consists of a set of fields:- Checkbox;
- Name;
- Created at;
- Offering at;
- Destinations;
- Priority;
- End cause;
- Attempts;
- Editing tool;
- Removal tool.
1.8.1. Checkbox
Used to select one or more entries. An additional removal tool appears after selecting one or more entries. Information about the number of records selected for deletion appears when you hover over this tool.1.8.2. Name
The names of the members are displayed.1.8.3. Created at
The time when the member was added to the queue is displayed.1.8.4. Offering at
Displays the time when you need to call back the member. You can set this time in call processing.1.8.5. Destinations
The member's phone number is displayed. If the member has more than one phone number, their quantity (excluding the number shown) is indicated next to the number. When you click on the number, the Destinations modal window opens (Fig. 10). All numbers, a type of connection, and a priority of numbers are displayed in the modal window.Fig. 10. Destinations modal window1.8.6. Priority
The calling priority of the member is displayed. The higher the number, the higher the priority, which means the faster it will be called.1.8.7. End cause
- Missed - missed by an agent. It is present only in the preview dialer when the dialer has not contacted the agent and, accordingly, does not dial the member;
- Timeout - present in calls that have processing configure. It is set if the agent did not have time to finish processing in time;
- Failed - did not get through to the member;
- Abandoned - got through to the member, but there was no connection with an agent;
- Success - successful call;
- Cancel - сall canceled. You don't need to call the member;
- Expired - the time until it was necessary to make a call passed, but there was no call.
1.8.8. Attempts
Displays the number of attempts to dial this member.1.8.9. Editing tool
The General tab opens after clicking on this button. You can change the object's data and go to other tabs for editing.
1.8.10. Removal tool
It is used to remove an object with confirmation through a modal window. A modal confirmation window appears after clicking the button. Clicking the Yes button - deletes the object and the entry. Clicking the No button closes the modal window, and the object is not deleted.
Fig. 11. Modal confirmation window
1.9. Pagination
It consists of the Rows per page field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages.
2. Opportunities
2.1. Add a new member
Goal | Add a new member |
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Preconditions | |
Steps |
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Result | Data saved. Member added. |
2.2. Remove a member from the queue
Goal | Remove a member from the queue |
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Preconditions |
|
Steps |
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Result | The modal window closes. The member has been removed. |
2.3. Remove several members
Goal | Remove several members |
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Preconditions |
|
Steps |
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Result | The modal window closes. The members have been removed. |
2.4. Edit a member
Goal | Change member options |
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Preconditions |
|
Steps |
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Result | Data saved. |
2.5. Add members by importing a CSV file
Goal | Add members by importing a CSV file |
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Preconditions |
|
Steps |
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Result | The modal window is closed. Members from the CSV file are added to the registry of records. |
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