Available on Seat Type: Standard or Premium The ACD state applies to all Call Centers to which they are joined. An Agent is considered idle and available to receive an ACD call if they are in the Available state and their line state is on-hook (assuming they do not have Call Waiting enabled and have not enabled calls during Wrap-up state). Set ACD States: Agents can configure the following ACD states, sign-in, available, unavailable, wrap-up, sign-out. This is generally used when an agent needs to temporarily join a queue when call volumes are higher than normal. Agents may be allowed to set their join status or an Administrator can configure and lock their join status. Agents can join any number of Call Centers, using either the Web Portal or the Call Center Client. If they are joined their ACD state and Line State are used to determine if/when they receive a call. If they are not joined they are not considered active in the Call Center. Join Call Centers: Agents assigned to Call Centers must Join the Call Center to be considered in the call distribution process. This is not designed to support post call work. Designed to prevent a new ACD call from being presented to the agent immediately after they end the previous call. Guard Timer: An Agent Default Setting that, when enabled, delays the delivery of a new ACD call until the timer expires. Voyant Connect For Desktop 22.7.5 and 22.5.3Ĭall Center Agent Features What Features Are Available to Call Center Agents and Which Seat Type Do I Need? Softphone, Messaging, and Collaboration Clients
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