- Created by Olesya Tantsyura, last modified on Jan 16, 2023
You are viewing an old version of this page. View the current version.
Compare with Current View Page History
« Previous Version 6 Next »
1. Description
It is designed to configure Agents. A User who has a Call Center license can become an Agent.
It consists of the following elements:
- Creation tool (Fig.1(1));
- Search field (Fig.1(2));
- Refresh button (Fig.1(3));
- Registry (Fig.1(4));
- Pagination (Fig.1(5)).
Fig. 1. Agents page
1.1. Creation tool
Use the Add button (Fig.1(1)) to create a new object. Access the General tab opens after clicking. You can open tabs for existing Agents through the entries editing tool (see paragraph 1.4.7).
Tabs:
1.2. Search field
The search is performed on the Name column.
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.
1.3. Refresh button
Updating the register table is performed by clicking on the refresh button -
1.4. Registry
The registry is a list of entries of existing objects in this partition, each of which consists of a set of fields:
- Checkbox;
- Name;
- Status
- Status time;
- Team;
- History tool;
- Editing tool;
- Removal tool.
1.4.1. Checkbox
Used to select one or more entries. An additional removal tool appears after selecting one or more entries. Information about the number of entries chosen for deletion appears when you hover over this tool. When you click on it, a modal confirmation window appears. It contains the Yes, No, and close () buttons. Clicking the Yes button deletes the entries. Clicking the No button closes the modal window, and the entries are not deleted. All records on the page will be selected if you select the checkbox in the header.
Fig. 2. Confirm deletion modal window
1.4.2. Name
The name of the Agent is displayed here.
1.4.3. Status
It shows what status the Agent is in.
There are such statuses:
Offline;
Online;
Pause;
Break out.
1.4.4. Status time
It shows how long the Agent has been in the state displayed in the Status column.
1.4.5. Team
It displays the name of the Team the Agent is on.
1.4.6. History tool
The State History modal window opens (Fig.3) when the button clicks.
Fig. 3. State history modal window
Time parameters are set, and the list of entries is displayed in the modal window. Available pagination and buttons to close the modal window.
The register consists of the following columns:
- State;
- Channel;
- From;
- To;
- Duration.
1.4.6.1. State
There are such states:
- waiting - waiting for a connection with a Subscriber;
- offering - connected with the Subscriber; connects with the Agent;
- answered - active call;
- active - active chat;
- bridged - the call is connected to the Agent and the Subscriber;
- hold - call on hold by the Agent;
- processing -the Agent enters the data on the call;
- chat - Agent services a Chat;
- wrap time - pause between calls. The duration of this state is entered in the Wrap up time field on the Timing tab of the Agent's Team;
- missed - enters this state when the Agent missed the call. The duration of this state is entered in the No answer delay time field on the Timing tab of the Agent's Team;
- pause - Agent on pause. The name of this state changes according to the name of the pause. You can see available pauses on the Agent statuses page;
- break_out - force the Agent to go offline. Sets to this state when the Agent has missed the maximum number of calls allowed, which is entered in the Max no answer field on the Timing tab of the Agent's Team;
- online - Agent in online;
- offline - Agent in offline.
1.4.6.2. Channel
There are such channels:
- Call;
- Email;
- Chat.
1.4.6.3. From
The time the Agent entered the state.
1.4.6.4. To
The time the Agent left the state.
1.4.6.5. Duration
The amount of time the Agent spent in this state.
1.4.7. 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.
1.4.8. 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. 4. Confirm deletion modal window
1.5. 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. Create a new Agent
Goal | Create a new Agent |
---|---|
Preconditions |
|
Steps |
|
Result | Data saved. The Agent is created. |
2.2. Delete a Agent
Goal | Delete a Agent |
---|---|
Preconditions |
|
Steps |
|
Result | The modal window closes. The Agent is removed. |
2.3. Delete several Agents
Goal | Delete several Agents |
---|---|
Preconditions |
|
Steps |
|
Result | The modal window closes. Agents are removed. |
2.4. Edit a Agent
Goal | Edit a Agent |
---|---|
Preconditions |
|
Steps |
|
Result | Data saved. |
2.5. View an agent's state history
Goal | View an agent's state history |
---|---|
Preconditions |
|
Steps |
|
Result | The State history modal window opens. |
- No labels
Add Comment