Contents
- Introduction
- General Information
- Contact Center Configuration Process
- Initial General Configuration
- Inbound Voice and Chat Service Configuration
- Outbound Campaign Configuration
- Email Service Configuration
- Users and Teams
- Overview
- Users
- Forwarding and Voicemail Operation
- Teams
- Agent Dashboard Metrics
- Roles
- Privileges
- Skill Levels
- Help Screens
- Directory
- Scenario Entries
- Scenarios
- Services and Campaigns
- Services and Campaigns Overview
- Properties Tab
- 1 Assignments Tab
- Lists Tab
- Dispositions Tab
- Activity Tab
- Numbers Tab
- Service Level Tab
- Outbound Tab
- Results Tab
- Archive Tab
- Canned Tab
- Email Tab
- Pre-defined Dispositions
- Outbound - General
- Outbound - Calling Hours
- Outbound - Dial Rules
- Outbound - DNC
- Outbound - Diagnostics
- Activity Forms
- Lists
- Tasks
- Call Center Configuration
- General Settings
- Integration Accounts
- Knowledge Base
- Calendars
- Hours of Operation
- State Calling Hours
- Auxiliary Skills
- Audio Treatments
- Shared Voice Segments
- Voicemail
- Omni-Channel Routing
- Chat Settings
- Email Settings
- Quality Management
- Reporting
- Security
- Appendices
Assignments Tab
Associations between the service and your contact center personnel are configured in the Assignments tab.
| Assignments tab | |
|---|---|
| Teams | Lists the agent teams that may handle interactions associated with this service. To assign a team click add and select it from the drop-down menu.
Note that in ServicePattern, every service is represented by its own unique skill, called service skill, which is created automatically when the service is defined. When you assign a team to a service, all agents of this team can have this skill automatically assigned to them. You will be prompted to confirm such automatic assignment and specify the desired level. Skill levels of individual agents within the team can be adjusted manually later. Also, when you assign a service to a team, supervisors of that team will be able to monitor this service in real time via their desktop applications. To remove previously assigned teams, hover over their names. Note that when you remove a team from a service, the default service skill will be removed from all members of this team. Note that for outbound campaigns teams can also be assigned and removed via the Agent Desktop application by a user designated as an operator for this campaign. |
| Administrators | Lists the users who can change the service configuration. To add a user, click add, and select the user from the drop down menu. Only the users who have privilege Manage Services and Campaigns will be available for selection. (For more information, see sections Users and Roles.) If an assigned service administrator loses that privilege, his name will be shown in red color in this list. |
| Operators | Lists the users who can operate the given campaign in real-time (e.g., start and stop the campaign, add and remove teams). Essential for services of outbound and blended voice type only. To add a user, click add, and select the user from the drop down menu. Only the users who have privilege Control Campaign Operations will be available for selection. (For more information, see sections Users and Roles.) If an assigned service operator loses that privilege, his name will be shown in red color in this list. |
| Reviewers | Lists the users who can have access to functions listed in the BPO Client group of privileges. To add a user, click add, and select the user from the drop down menu. Only the users who have a role with any privileges in the BPO Client group will be available for selection. (For more information, see sections Users and Roles.) If an assigned service reviewer loses that privilege, his name will be shown in red color in this list. |