1. Description

It is designed to view and configure the basic information on the Agent.

It consists of the following elements:

1. Top bar (Fig.1(1));

2. Setting bar (Fig.1 (2));

3. Pause bar (Fig.1 (3)).

Open

Fig. 1. General tab

1.1. Top bar

1.2. Setting bar

It is used to set parameters for the Agent using the following fields:

1. Team;

2. Supervisor;

3. Auditor;

4. Region;

5. Progressive call count;

6. Progressive chat count.

1.2.1. Team

It is designed to assign or replace the Team in which the Agent is. When you click on the Team field, a drop-down list opens, and you need to select a Team; if the required Team is not displayed, then you can use the Team field as a search field. How to create a new Team and more information about them can be found here.

Only one Team can be selected.

1.2.2. Supervisor

It is designed to assign or replace the Supervisor. When you click on the Supervisor field, a drop-down list opens, and you need to select a Supervisor; if the required Supervisor is not displayed, then you can use the Supervisor field as a search field. 

You can select several Supervisors.

1.2.3. Auditor

It is designed to assign or replace the Auditor. When you click on the Auditor field, a drop-down list opens, and you need to select an Auditor; if the required Auditor is not displayed, then you can use the Auditor field as a search field. 

1.2.4. Region

Assigned to the Agent to determine in which Region and time zone he works.

You can only select one Region.

1.2.5. Progressive call count

Enter how many simultaneous outgoing calls can be made to this Agent with Progressive (and in cases where the Predictive dialer switches to Progressive) dialer.

1.2.6. Progressive chat count

Enter the number of chats that the Agent can serve simultaneously.

1.3. Pause bar

The pause bar displays pause information for the selected Agent.

The pause bar consists of a table refresh button (Fig.9(1)) and the table itself (Fig. 9(2)).

Open

Fig. 9. Pause bar

The refresh button refreshes the data in the table without reloading the page.

The table consists of columns:

• Reason of pause - the name of pauses;

• Progress - displays the amount of time the Agent spent in this pause today;

• Limit - displays the amount of time that is allowed to stay in this pause.

The scale between the Progress and Limit columns displays how much time has already been used and how much is left.

Which pauses will be displayed in the pause bar depends on what pause reasons have been created on the Agent Statuses page in the Admin application.

2. Opportunities

2.1. Change the settings for the Agent

2.2. Change Agent status

2.3. Call the Agent