...
Please note, if your organization is using pool groups, then the pool list may appear different. See below.
Filter
...
With Filter view you can filter which pools are displayed on the list and in which sorting order.
...
When filtering is active, the Filter icon above pool list has a green color.
Notifications
...
Notification is displayed on your mobile device if the condition is met for the pool. This function is useful to let you know when something requires your attention on the pool. For example, if the queue gets too long, then you might want to add more agents to the pool - or just find out why the queue is long.
...
You must join the pool to be able to set notifications.
You can only have one active condition per pool.
The notification is displayed only once and then the condition is cleared. If you want the notification to trigger again, you have to re-create the condition.
Pool details
...
This view has two tabs for listing the users in the service pool:
...
User name and availability - Availability is indicated with a colored circle and text.
Active - Agent needs to be active to receive calls. Deactivated users are not receiving calls from the pool.
Free to receive calls - Agents are free when they are active in the pool and are accepting service calls. In addition, their availability status must allow service calls to be allocated and they must not be currently talking.
Accepting service calls - Agent is accepting service calls.
Ongoing call - Agent is having an ongoing call. Can be direct call or service call.
Talking on pool - Name of the pool, if agent is having a service call.
Wrap-up time - Optional feature. When service call has ended, wrap-up time is activated automatically by the system and new service calls are not allocated to the user during the wrap-up time.
Skill level - If the pool is using skill-based, then the numeric skill level of the agent is displayed.
Remove user - Remove the user from this pool.
Add users - Button at bottom right opens a new view where agents can be selected and added to this pool.
Pool groups (optional)
...
Optional function, not enabled by default. Please ask your supervisor or Enreach support for enabling this. Pool group management is currently done only on Voice for Windows while any created pool groups are displayed also on mobile app.
...