Pools

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.

On the Pools tab, you can see the name and the availability status of a service pool. Only the pools you are a member of are displayed. Pools are sorted in alphabetically ascending order (A to Z).

1. 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

2. Pool name - Name of the service pool. Pool phone number(s) are displayed on a tooltip when hovered over the pool name.

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

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

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

6. Max. queue time - mm:ss 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.

7. Active - user’s active status in service pool:
   Active: switch on
   Not active: switch off

8. Pool details - view all users under this pool and their settings. Clicking on the pool name opens the Pool details too.

Open

Pool details

Available on Voice for Browser 1.7.0 and later.

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

Open

Clicking on an agent expands their information:

• 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 VoiceHub - Link to VoiceHub Queue details where further changes on the pool users and pool can be done depending on user permissions.

Managing users

Service pool members can be added, removed and adjusted with

• Voice Center,

• VoiceHub,

• Voice for Android and iOS or,

• Voice for Windows.