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BeneDesk Service pool management is a tool for managing different aspects of service pools.
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Some columns have a cell background coloring to indicate their status:
Column | No color | Yellow | Red |
|---|---|---|---|
Serving users | >= 4 users | 1-3 users | 0 users |
Queue Length | 0 calls | 1-2 calls | >= 3 calls |
Max wait time | 0-30 sec | 31-60 sec | >= 60 sec |
Service pool
Clicking on service pool name in the pool list opens a view with pool details.
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Optional schedule for the action. Allows selecting a simple time range when the row is used. If a pre-defined schedule has been configured, the configuration cannot be changed here. Changes to pre-defined configurations can be done by Benemen Enreach support.
6. Exceptions
Exceptions can be set for when the service pool is open. 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.
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Configuration details of the service pool can be viewed here. Details can only be changed by Benemen Enreach support.
If service pool configuration item has no specific value, then just generic “Using system default value” text is shown.
If the configuration option has been configured using more advanced dynamic configuration, then just generic “Advanced dynamic configuration” text is shown.
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Determines how service calls are allocated to agents in the pool:
Default | Agent free time and ability used as primary parameters. |
Round robin | Like default, but all agents tried once in default order before the next round. |
Round robin (maximum times per agent) | Like Round robin, but maximum rounds can be limited, by default to one. |
Gradually use less skilled agents | First only the free agents that have the highest skills are considered. On second allocation attempt also second highest agents are considered, etc. |
Simultaneous agent allocations
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Call overflow options are:
Forward if no active agents in queue (default) | Calls are overflown if there are no agents logged in the service pool, or if it is not possible to allocate call during Maximum queuing time set for service pool. If all logged-in agents are talking on the phone, the new call waits in service pool queue until the call can be allocated to an agent or Maximum queuing time is exceeded. |
Maximum waiting time forced | Calls are overflown only after Maximum queuing time set for service pool, even if there are no agents logged in. |
Immediate allocation required | Calls are overflown if there are no agents logged in the service pool, or if it is not possible to allocate call during Maximum queuing time set for service pool. Agents who are logged in (Status = Available) but talking on the phone. |
Offering time per agent
Proposed maximum allocation time per agent in seconds. Actual time will vary depending on the agent's wait time and terminal settings. Default value is 20 seconds.
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Changes to existing prompts can be done by Benemen Enreach Support.