Service pool management

Service pool management is a tool for managing different aspects of service pools.

Basic functions:

• All pools and their current status are visible in one place

• Service pool user’s status view

• User activation and deactivation per pool

• Add and remove users from pools

Additional functions:

• View pool language and locale settings

• Manage which audio prompts are played back for callers

• Set call transfers for example when pool is closed or no agents are available

• Select pool opening schedule and optional exception times

• Upload audio prompts

• Create Text-to-speech audio prompts

• View other settings

Main view

Service pool management can be accessed from navigation menu:

Open

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:

Service pool

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

1. Open

   

   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:https://benemen.atlassian.net/wiki/spaces/PD/pages/1717010433

   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.

User management

Supervisor license is required to add or remove users
- see more about user licenses:https://benemen.atlassian.net/wiki/spaces/PD/pages/1717010433

User management is accessed by opening a single service pool and then selecting Users button at bottom of the page. See above.

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

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.

• Changed values must be saved before the new values take effect.

• Items with yellow background have been changed but not saved yet.

• Lines with red background are currently active and the service is closed.

• Sometimes yellow bullet with question mark inside may appear instead of actual value for configuration item. This means that advanced dynamic configuration (e.g. decided per call) is being used so determining a single value is not possible.

• Visible action rows and configuration options can vary depending on the configuration template being used for the service pool.

• Click Save at bottom to commit your changes.

1. Language and locale of the service pool.

2. In Use
Main switch for enabling the row. Allows choosing correct settings for a row before activating it.

3. Announcement

Optional announcement message. If the call will be transferred, then this message will be played once before transferring the call. If the call has no transfer target, then this message will be played repeatedly for three times (by default) before disconnecting the call.

Selections:

• Not set: Announcement is not used.

• Text: Enables text-to-speech announcement. Enter your message. Write numbers, times and phone numbers as text, for example: “We are open tomorrow from twelve o’clock.”

• Prompt name: Selected audio prompt will be played. Any predefined prompts for the organization can be selected.

4. Transfer

Optional transfer target for the action.

Selections:

• Not set: Transfer is not active.

• Phone Number: Transfers calls to given number. Please note: If the target number is another service pool, then target pool’s schedules are used.

• Call Back Request: Transfer the call to configured call back service (if enabled for the service pool).

• Service open: Continue to the original target service pool. This is used to allow a service pool to be open ad-hoc.

• Service pool name: Continue to another service pool. Please note: target pool’s schedules are not used but the call is forced to that pool’s queue.

• * Service name: Continue to a technical service, such as IVR.

5. Schedule

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 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.

Three exceptions can be set and they can have their own announcements, transfers during the exception and schedule of the exception.

7. Exceptions when closed

Exceptions can also be set for when the service pool is closed. For example, if a short announcement is needed during an exceptionally heavy workload - or if the pool is required to be open when it typically isn’t.

Three exceptions can be set and they can have their own announcements, transfers during the exception and schedule of the exception.

8. Save button accepts any changes done above

9. Details button opens a view with configuration details of the service pool. See below.

10. Create new prompt button opens a view where new audio prompt can be created. See below.

Details

Configuration details of the service pool can be viewed here. Details can only be changed by 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.

Allocation policy

Determines how service calls are allocated to agents in the pool:

Simultaneous agent allocations

Number of agents who are allocated a call at same time. Value can also be increased dynamically by wait time. Default value is 1.

Overflow options

Call overflow options are:

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.

Maximum queuing time

Maximum wait time in queue in seconds. Ongoing offering is not interrupted when maximum time is reached. Default value is 300 seconds.

Queue size

Maximum number of non-allocated calls in queue. Extra calls are directly forwarded to overflow destination. Returning calls will be accepted regardless. Default value is 20.

Number to show as caller when allocating to agents

Phone number shown to agent when caller is allocated.

Number to show as caller when agent transferring the call

Phone number shown to agent when call is transferred.

Create new prompt

New audio prompts can be created by either uploading an audio file or using the text-to-speech function.

• 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

New prompt can now be found on Settings page prompt drop down menus.

Changes to existing prompts can be done by Enreach Support.