This view contains basic status information about the service pool, list of users connected to that specific service pool, and also information about their status: are they active and ready to handle the service calls, etc.
Pool name is displayed at top
Pool phone numbers are listed below the pool name
Numbers displayed in boxes are the same as on the service pool list (Serving users, Free users, etc.)
A user list displays the current users in the pool
The user list has the following columns:
Checkbox for activating, deactivating, removing and copying (see below) the users of the pool. Deactivated users are not receiving calls from the pool. Selecting any checkbox reveals the action buttons at bottom of the screen. Depending on your permissions, you may not be able to select some of the rows.
User availability and name - Availability is indicated with a colored circle. Hovering mouse on the circle reveals full availability details.
Active - Switch to activate or deactivate user. User needs to be active to receive calls. Deactivated users are not receiving calls from the pool.
Ongoing call - Red calling icon is displayed when a user is having an ongoing call in this pool
Talking on the pool - Name of the pool, if user is having a service call.
Free - Yes or No (-): Users 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 - Yes or No (-): The user is accepting service calls.
Skill level - If the pool is using skill levels, then the slider is displayed for setting the skill level of the user. Moving the slider saves the change immediately.
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. Column displays a timer indicating how much wrap-up time the user has left.
Active users are displayed at top of the user list.
Column headers can be clicked to sort the list.
Buttons at top right can be used to access settings and to add users:
Copy users to selected pools
After selecting users from the Pool details view, an option for Copy is offered. Copying here means copying the selected users to one or multiple target pools. This can be useful when several users need to be added to a busy service pool quickly.
Selecting Copy option opens a new view where target pool(s) are selected:
Clicking Copy now copies the users to target pool(s). Users also remain unchanged in the source pool.
Users will be active in the selected pools immediately after copying.
Settings
Settings button opens a dialog where age bonus can be changed if that feature is available for the pool.
Age bonus - service pool priority
Settings dialog contains a slider which is be used for defining a service pool's priority. The priority is defined using Age bonus setting. An age bonus is used to prioritize service calls between pools. The age bonus makes the calls appear “older” than they actually are. A higher age bonus means that calls in the pool are prioritized first since they appear older and are allocated first to serving users.
Age bonus can be selected from 0 min to 10 min in 30 sec steps. Clicking on the Show large time range checkbox extends this time range to 166 min 40 sec (10 000 seconds) with steps of 1 min.
If there are already calls in queue, then changing the priority value changes also the priority of existing calls in queue.
Cancel and Save buttons at the bottom are used to save or discard any possible changes. Both close the dialog.
Add users to pool
This view lists users who can be added to the pool.
Users are added to the pool by selecting them with checkboxes. Selecting any checkbox reveals the Add button at bottom of the screen.
