Workforce Intelligence Minimum Available Agents This setting doesn't affect agentless ACD skills. When the number of agents reaches this number or lower, all skill removal actions, even automatic ones, require approval. This setting prevents automatic actions associated with Workforce Intelligence rules from removing too many agents from the ACD skill. The minimum number of agents that must belong to this ACD skill. This setting must also be enabled if you plan to use auto-parking for the skill. When selected, allows agents to park an email to handle another contact, to consult with an expert, or wait for information from another source. This field is disabled if the Interruptible checkbox is not selected. For example, if this value is set to 30, a higher priority call received at 20 seconds would not interrupt the email, but a call at 35 seconds would. Specifies the minimum number of seconds an agent must be able to attend to an email before a phone call can interrupt it. This field is only available in a single-channel handling environment. Email is the only interruptible media type. interrupt emails received through this ACD skill. Lets an inbound voice contact with a higher priority Skill-based designation of the importance of contacts that determines delivery order. Note: if you add an existing inbound skill to an hours of operation profile, that profile automatically appears in this field. If the agent selects Proceed, the contact either hangs in the queue until an agent with that ACD skill becomes available or hears a message that you configure for the ACD skill when it's closed. For example, if the Sales at the Longbourn contact center closes at 4:00 in the afternoon, and an agent in Support tries to transfer a contact to Sales at 4:30, the agent receives a warning message that says the ACD skill is closed. The hours of operation profile that controls when agents can transfer a contact to this ACD skill. Your Studio script can control things like agent script sessions, dispositions, and custom screen pops. Allows you to enter an email address to which you want a blind carbon copy of the email sent, or a copy of the email to a second address that the contact does not know about.Ī Studio script that runs when agents place a call with this ACD skill.
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