General (Agents)

Owned by Olesya Tantsyura
Last updated: Apr 22, 2024
4 min read

1. Description

Here you enter information about the Agent or Supervisor.

Consists of fields (Fig.1):

  1. User;

  2. Supervisor switch;

  3. Team;

  4. Supervisor field;

  5. Auditor;

  6. Location;

  7. Media file;

  8. Progressive call count;

  9. Chat count;

  10. Task count.

Fig. 1. General tab for an Agent.

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:

 - 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 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 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 Auditor for the Agent.

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

One or more 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 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.

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

Goal

 Change the Progressive call count / Chat count

Goal

 Change the Progressive call count / Chat count

Preconditions

  1. Access to the Admin application;

  2. Access to the Agents section in the Admin application;

  3. Permission to edit or create in the Agents section;

  4. Have at least one Agent or create a new one.

Steps

 

  1. Click on the field you want to change.

  2. Make the necessary changes (the number can be set using the 

  1.  buttons).

  2. Click the Save button.

Result

Data saved.

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

Goal

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

Goal

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

Preconditions

  1. Access to the Admin application;

  2. Access to the Agents section in the Admin application;

  3. Permission to edit or create in the Agents section;

  4. Have at least one Agent or create a new one.

Steps

 

  1. Click on the field you want to change. A drop-down list opens.

  2. Select the required option from the drop-down list.

  3. Click the Save button.

Result

Data saved.

2.3. Assign the User as a Supervisor

Goal

Assign the User as a Supervisor

Goal

Assign the User as a Supervisor

Preconditions

  1. Access to the Admin application;

  2. Access to the Agents section in the Admin application;

  3. Permission to edit or create in the Agents section;

  4. Have at least one Agent or create a new one.

Steps

 

  1. Move the Supervisor switch to the active position.

  2. Click the Save button.

Result

Data saved