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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 in this pool.
Talking on pool - Name of the service pool where agent is talking. Not displayed if no call is ongoing or agent is in a direct 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 - If the pool is using skill-based, then the numeric skill level of the agent is displayed.
Edit users at Voice Center BetaVoiceHub - Link to Voice Center Beta VoiceHub Queue details where further changes on the pool users and pool can be done depending on user permissions.
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Service pool members can be added, removed and adjusted with
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