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New Agent Settings Settings
- Location : -– Required only if multiple offices have been created; use the drop down menu to select an office for the team. Please see Offices for more information.
- Supervisor: - – This setting is only used in conjunction with Classifications (Flagging Reasons) or the WorkForce managementManagement add-on. Please see corresponding documentation to use this feature.
- Initial in-call status: - – This setting controls which agent status the CCA launches into when a user signs in. Use the drop down menu to choose one of the following: Not Ready, Available, Accept Internal Calls, Busy – On Break, or Busy – Other.
- Status timeouts consist – Consist of the following: Not Ready, On-Call, Wrap-up, On-Break, Other, and On-Hold. These status timeouts define thresholds or what is considered an acceptable amount of time for an agent to remain in each status. When a timeout threshold is reached, the time in the agent's CCA will turn red as a visual alert. The agent's name will also turn red on the Monitoring screen of the Admin Portal. Note: Any changes made to the timeout threshold can take up to an hour to come into effect. Enter times in the 24-hour format (hh:mm:ss)
- Not Ready – occurs Occurs either when the CCA is launched or a dial-out is cancelled
- Wrap-up – occurs Occurs after completing a call, email, or chat
- Other – occurs Occurs when an agent selects a custom activity from the CCA Other status list
- On-Call – occurs Occurs when an agent is on an inbound or outbound call
- On-Break – occurs Occurs when an agent selects the Busy – On Break status
- On-Hold – occurs Occurs when an agent places a call on hold using the CCA. Default timeout is set for five minutes. When a call is retrieved from hold, the timer for "on-hold" resets. If the agent places the same call on hold again, the timer starts from zero again.
Note: The On Hold event alert takes precedence over other alerts in the CCM Current Agent Status section. Regardless of threshold setting, any call placed on hold will show the In Call – On Hold current call state.
- Force to Available after timeout condition when in Not Ready, or Wrap-up – Place a checkmark here to force the CCA to automatically change the agent's status to Available when the threshold is reached for Not Ready or Wrap-Up.
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Note: Always click Update in the upper top right corner to save your changes. This will apply each team setting to all the agents within the team (excluding security settings).