Workforce
The Workforce section is where you can mange your agents' permissions and schedules, holidays, and much more.
Agents
After you've added your users under the "staff" section, you can manage them under Workforce > Agents.
To enable your agents to take & make calls, you'll need to change their status from "Pending" to "Active" and assign them to a Queue. To do this, go to Call Centers > Select your Call Center > Click on Workforce > Agents.
To enable your agents to take & make calls, you'll need to change their status from "Pending" to "Active" and assign them to a Queue. To do this, go to Call Centers > Select your Call Center > Click on Workforce > Agents.
Double click on the newly created Agent and fill in all of the required fields.
Staff Work Status
Staff Role
Staff Skills
Staff Work Assignment - There are 4 options here:
*Allocate Agent Competency
If you click on this link, the view of the 'Work Assignments' will include drop-down menus of None, High, Medium and Low. This allows you to set the priority that the agent will appear in the queue. For example, if the agent is set to a “High” priority for the Sales chat queue, he or she will typically be offered the call first if available. If the agent is set to “Medium” priority, all of the “High” priority agents will need to be busy before the “Medium” agent is offered the call. If “None” is selected, they will have the same rules as someone set to “High.”
- Agents may be set to the Status of 'Active', 'Training' or 'Pending'.
- 'Pending' means that the agent’s setup is incomplete and will not be able to make and receive calls.
- The 'Training' status allows agents to login and place internal calls, but not receive inbound calls from queues or campaigns.
- The ‘Active’ status gives the agents the ability to take and make calls internally and externally.
Staff Role
- The default is 'Customer Service' (Representative), which means this agent will not have any supervisor or admin privileges. If 'Team Supervisor' is chosen, the new agent will be able to view and monitor agents that are part of their team.
- If 'Call Center Supervisor' is selected, this will allow call monitoring and viewing of all agent details within the Call Center.
Staff Skills
- If you have skills within your Contact Center, you can select the skills your agent has here.
Staff Work Assignment - There are 4 options here:
- None. Will assign work later - This means the agent will not be a part of any queues and will not be able to take/make calls.
- Assign work based on team work schedule - If you create a team, this agent will use the settings for that team.
- Assign work based on staff personal work schedule - This allows you to assign the agent to certain queues during different times of the day or days of the week. Create a schedule first and then click on “Assign Tasks” to assign specific queues by hour / time of day.
- No shifts scheduling, assign staff to work anytime on select queues - This will allow you to select the queues and media types from a list (see screenshot below).
*Allocate Agent Competency
If you click on this link, the view of the 'Work Assignments' will include drop-down menus of None, High, Medium and Low. This allows you to set the priority that the agent will appear in the queue. For example, if the agent is set to a “High” priority for the Sales chat queue, he or she will typically be offered the call first if available. If the agent is set to “Medium” priority, all of the “High” priority agents will need to be busy before the “Medium” agent is offered the call. If “None” is selected, they will have the same rules as someone set to “High.”
To add agents to Queues and Campaigns, select the "No shifts scheduling, assign staff to work anytime on selected queues" options.
Important note: At the very least, every new user (Contact Center agent or PBX user) should be assigned to your default PBX queue. This will enable them to make outbound calls.
Important note: At the very least, every new user (Contact Center agent or PBX user) should be assigned to your default PBX queue. This will enable them to make outbound calls.
