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BeneDesk Service pool management is a tool for managing different aspects of service pools.

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1. 

   Service pool name

2. Phone number(s) which have been configured for the pool

3. Status information. Same information as on main view. See above.

4. Users of service pool

   1. Free - User is free to take calls, green is yes, and red is no

   2. User name

   3. Ongoing call - indicated with a red phone icon

   4. Active - user’s active status in service pool:
      Active: checkbox selected
      Not active: checkbox not selected
      Group manager or Supervisor can activate and deactivate other users
      - see more about user licenses:Group manager and Supervisor licenses

   5. Skill level - Optional feature to adjust the number of service call users receive. Higher skill level allocates more calls to a user while lower skill level allocates less.

   6. Accepting service calls - blue is yes, red is no

   7. Availability of the user

5. Save button accepts any changes done above

6. Users button opens the view for adding and removing users

7. Settings button opens the view for managing audio prompts, schedules, exceptions etc.

User management

Group manager or Supervisor license is required to add or remove users
- see more about user licenses:Group manager and Supervisor licenses

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Exceptions can be set for when the service pool is open or closed. For example, if the pool is open every day, but there is an internal training day for all agents, then an exception to close the pool can be set for that day.

Three exceptions can be set and they can have their own announcements, transfers during the exception and schedule of the exception.

7. Exceptions when closed

Exceptions can also be set for both when the service pool is open and when pool is closed. Exceptions closed. For example, if a short announcement is needed during an exceptionally heavy workload - or if the pool is required to be open when it typically isn’t.

Three exceptions can be set and they can have their own announcements, transfers during the exception and schedule of the exception.

78. Save button accepts any changes done above

89. Details button opens a view with configuration details of the service pool. See below.

910. Create new prompt button opens a view where new audio prompt can be created. See below.

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