Service pool management, Voice for Android and iOS

This view lists all pools you have access to. You can select which pools you are active in, and if you want to receive pool calls. Depending on your user permissions, you can manage service pools, and add or remove users, and choose to receive notifications about important pool events.

Receive pool calls switch - Defines if you receive calls from the service pools you have joined and are active in. Your availability affects this, for example, calls are not offered when you are in Do not disturb availability state.
Click to access Pool users view which displays all users who are members in any service pools.
Filter - Pools are by default sorted by pool name, but you can change the sorting order and filter which pools are displayed on the list. See below.
Tabs lists the following pools:
All - All pools you have access to.
Active - The pools you are active in.
Followed - The pools you are following.
Active switch - Your active status in a service pool. Active if the switch is on.
Incoming accepted is displayed as a color in front of pool name:
Green - calls are accepted
Red - calls are not accepted
Yellow - call-specific decision
Pool name - Name of the service pool. Clicking on the pool name opens the Pool details view,
Functions - Menu is opened from the three dots ⋮ symbol. Menu contains functions:
Join/leave - Join the pool in order to start serving or to set notifications.
Follow/unfollow - Add the pool to Followed tab.
Notifications - Set conditions for receiving notifications about the pool. See below.
Manage - View and edit pool members and their settings in Pool details. See below.
Serving - Agents that are currently active in the pool, are accepting service calls and are available. Talking agents are included.
Active - Total number of agents currently active in the pool and accepting service calls, regardless of their availability or talking status.
Queue length - Number of calls 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.
Notification icon - This pool has notifications set. See Below.

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.

Reset to default - Clears all filtering and sorting selections.
Search by pool name - You can search with any pool name or part of name.
Show IVR pools - Display or hide technical pools.
Sort all pools in the list by:
- Pool name - alphabetically ascending order (A to Z)
- Queue length - longest queues first
- Max waiting time - longest waiting time first

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.

Conditions for receiving notifications:

Max waiting time - Wait time which triggers a notification.
Active agents - Less than or more than a given number of agents.
Calls in queue - Less than or more than a given numbers of calls in queue.

Conditions can be removed with Remove button.

Limitations:

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:

Serving tab - Agents that are currently active in the service pool, are accepting service calls and are available. Talking agents are included.
All users tab - Total number of agents in the pool

Clicking on an agent expands their details:

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 done on Voice Center Beta and Voice for Windows while any created pool groups are displayed also on mobile app.

With pool groups, any number of pool groups can be created and pools grouped under them. This allows the users to see which pools belong to which group and therefore offers a more logical structure to pools. Pool groups can also be minimized to hide the pools that are not needed and making the pool list easier to handle.

Each pool group displays the group name and number of pools under it. Clicking on a pool group expands or minimizes the whole group.

If a pool doesn’t belong to any group then it’s listed under a group Ungrouped below all other groups.