...
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:
...
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.
Anchor | ||||
---|---|---|---|---|
|
...
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
Anchor | ||||
---|---|---|---|---|
|
Settings
...
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
...