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Teams

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Agent Team menu Agent Team

  • Name: Team name
  • Note: Note

Status​

AUX reason: Name of the state when the agent does not receive calls (is engaged in other activities) General telephony terms

Color​

Sets the colors that are displayed in the Operator application to agents when they switch to a given state

Contacts​

Additional contacts when transferring a call Call Transfer

Calls​

Allow direct transfers to agent: Allows direct transfer to agent. Allow transfers to queues: Allows transfers to queues.

Inbound queue agent defaults: default values for the inbound queue​

Priority: The priority of the agent. Higher number = earlier call assignment

Example:

Agent A has a priority of 100, Agent B has a priority of 80 Both agents are in the same queue to which the client is calling. The call will be forwarded to Agent A.

Switch to ACW after call: Automatically switches agent to ACW AUX state after hanging up Maximum time in ACW: After what time the agent will be switched back to the online state Switch to state if not answering: If the agent is not answering calls, switches it to state Time in state if not answering: How long it stays in state if not answering calls

info

If empty, the agent remains switched in that state.

Outbound queue agent defaults: default values for the outgoing queue​

Switch to ACW after call: Automatically switches agent to ACW AUX state after hanging up Maximum time in ACW: After what time the agent will be switched back to the online state

Emails​

Maximum assigned e-mails to one agent: maximum number of assigned e-mails per agent

E-mail queue agent defaults:** default values for the e-mail queue:​

Priority: priority Maximum assigned emails in specific queue: maximum number of assigned emails per agent and per specific queue