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BeneDesk Service pool management is a tool for managing different aspects of service pools.
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Service pool list contains the following info:
Service pool name - Click to view pool details, manage pool users and other settings
Incoming accepted (lock icon) - Shows service pool's current status.
Green - calls are accepted
Red - calls are not accepted
Yellow - call-specific decisionServing - Agents that are currently active in the pool, are accepting service calls and are available. Talking agents are included.
Free - Agents that can immediately be allocated to. 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.
Active - Total number of agents currently active in the pool and accepting service calls, regardless of their availability or talking status.
Active calls - Currently ongoing calls from this pool
Queue length - Number of calls in waiting for service. Call is counted as queueing, until it is either answered, ended or transferred onwards.
Max. wait time - Wait time of the caller who has waited the longest for service. Count resets every time caller enters a pool, for example when a call is transferred to another pool.
Some columns have a cell background coloring to indicate their status:
Column | No color | Yellow | Red |
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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.
Service pool name
Phone number(s) which have been configured for the pool
Status information. Same information as on main view. See above.
Users of service pool
Free - User is free to take calls, green is yes, and red is no
User name
Ongoing call - indicated with a red phone icon
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 licensesSkill 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.
Accepting service calls - blue is yes, red is no
Availability of the user
Save button accepts any changes done above
Users button opens the view for adding and removing users
Settings button opens the view for managing audio prompts, schedules, exceptions etc.
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User
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management
Supervisor license is required to add or remove users
- see more about user licenses:Group manager and Supervisor licenses
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Add users to service pool:
Select the users to add on the left column (New users to add)
Click Save at bottom
Remove users from service pool:
Select the users to remove from the right column (Serving users)
Click Save at bottom
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Settings
This area is accessed by opening a single service pool and then selecting Settings button at bottom of the page. Each service pool has their own settings. Schedules, exceptions and announcements can be set here.
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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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Enter prompt name. This will be visible in the Settings page prompt drop downs.
Enter prompt description.
Option 1: Select audio file
Record an audio prompt with any audio editor or use an existing audio recording
MP3 and WAV file formats are accepted
Click Choose File to access your file
Option 2: Text-to-speech
Enter the prompt as text and it will be converted to speech
Write numbers, times and phone numbers as text, for example: “We are open tomorrow from twelve o’clock.”
Text can contain culture tags, e.g. "[en-GB] In English [fi-FI] Suomeksi"
Click Save
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Changes to existing prompts can be done by Benemen Enreach Support.