Page Comparison

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Service pool list contains the following info:

1. Service pool name - Click to view pool details, manage pool users and other settings

2. Incoming accepted (lock icon) - Shows service pool's current status. 
   Green - calls are accepted
   Red - calls are not accepted
   Yellow - call-specific decision

3. Serving - Agents that are currently active in the pool, are accepting service calls and are available. Talking agents are included.

4. 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.

5. Active - Total number of agents currently active in the pool and accepting service calls, regardless of their availability or talking status.

6. Active calls - Currently ongoing calls from this pool

7. Queue length - Number of calls in waiting for service. Call is counted as queueing, until it is either answered, ended or transferred onwards.

8. 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:

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Clicking on service pool name in the pool list opens a view with pool details.

1. Image Modified

   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.

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Add users to service pool:

1. Select the users to add on the left column (New users to add)

2. Click Save at bottom

Remove users from service pool:

1. Select the users to remove from the right column (Serving users)

2. Click Save at bottom

Settings

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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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