Service pools, Voice for Windows

Incoming calls to the company’s service numbers are handled in service pools. A service pool is a queue, where the callers are waiting for a free resource to answer their call. In the service pool, a call is allocated to a right service person according to the pool’s configuration, persons’ skills and availability. A switchboard operator can be a member in all service pools.

Service pool monitoring

To make changes to the service pools on the Service pool management tab, you need the Group manager tools or Supervisor license - see more at Group manager and Supervisor licenses. As a user with call service channel user interface license you can view the service pools, but not make any changes. On this main screen you can see all connected service pools.

An example of a service pool view:

Open

On the Service pool management tab, you can see the name and the availability status of a service pool.

1. Show joined pools - Checkbox shows only the service pools you have joined. Both active and inactive.

2. Open in a new window - Pops up the Service pool section to a new window.

3. Incoming accepted - incoming calls' statuses and rules:
   Green - calls are accepted
   Red - calls are not accepted
   Yellow - call-specific decision

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

5. 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.

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

7. Active calls - Currently ongoing calls from this pool

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

9. 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.

10. Wrap-up time - Agents that are currently in wrap-up time. Wrap-up time occurs after a service call and agents are not receiving service calls during the time.

Note: A tool tip will be shown, when moving the mouse over an icon.

Note: Notice the Show service pools checkbox in the left bottom of the screen which opens and hides the Service pool section on the Voice for Windows main screen.

Service pool management

To make changes to the service pool settings in the Service pool management tab, you need to have a Group manager or Supervisor license - see more at Group manager and Supervisor licenses.

There is more detailed information about the service pools, on the Service pool page.

Service pool management view:

Open

1. 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. 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

   2. Free - User is free to take calls, green is yes, and red is no

   3. User name

   4. Ongoing call / In wrap-up time - indicated with a red icon

   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
   See more at Service pool management | User management

7. Settings button opens the view for managing audio prompts, schedules, exceptions etc.
   See more at Service pool management | Settings

Service pool color coding

Some columns have a cell background coloring to indicate their status:

Adding and removing service pool members

Service pool members can be added or removed with Supervisor license from the Users button.

See more at: Service pool management | User management

Active pools

On the Active pools tab you can change your active status in all service pools where you are a member with the checkboxes in front of each pool. This requires Service channel membership license. You can also see the each service pool status and numbers as described above.