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
- 1 Teams
- Agent Dashboard Metrics
- Roles
- Privileges
- Skill Levels
- Help Screens
- Directory
- Scenario Entries
- Scenarios
- Services and Campaigns
- Services and Campaigns Overview
- Properties Tab
- 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
Teams
Teams usually reflect you contact center organization. Agent teams, for example, are organized for convenient real-time management so that when a supervisor logs into his desktop application, he will only see the agents of the team that he is assigned to manage. Agent teams will also appear in historical reports for team-level performance evaluation. Note that team membership of agents may not have any direct effect on distribution of specific service interactions to them.
Teams for other contact center personnel are set up for organizational purposes only. For example, you can have teams that reflect main functions of contact center management (e.g., campaign operators, scenario designers, workforce managers). Upon initial solution setup, the default team Administrators is created automatically. You can use this team to register initially all non-agent personnel who need access to the system. Note that team membership of non-agents does not have any effect on their ability to access specific contact center resources and functions. Such ability is defined by roles assigned at the individual user level (see section Roles for more information).
To set up and edit teams, select the Teams option from the Users & Teams menu.
The Teams screen properties are described in the following table:
| Properties tab | |
|---|---|
| Name | Team name. Mandatory and must be unique within the contact center. |
| Supervisors | Supervisors assigned to manage this team. Click edit and select one or more supervisors from the list of users that have the supervisor role. This setting is optional and essential for agent teams only. Supervisors assigned to a team will be able to monitor activities of all agents in that team in real time via their desktop applications.
Supervisors themselves may or may not be members of the teams that they are assigned to supervise. The system does not impose any restrictions on how many teams one supervisor can be assigned to manage. |
| Exit After Call Work | Sets the maximum time in the After-call Work state for the agents of this team. This setting is optional and essential for agent teams only. Select automatically, after to set the desired timeout in seconds. Select system-wide setting to use the timeout defined at the contact center level. Select manually to allow the agents of this team to remain in the After-call Work state until they exit this state manually. |
| Enter After Call Break | Specifies whether the agents of this team will be allowed any rest time when they finish handling of a service call (including After-call Work if it is defined). This setting is optional and essential for agent teams only. Select enter Break state to enable the rest time. Select do not enter Break state to automatically make agents ready for next call as soon as they finish handling of current service calls. Select system-wide setting to use the contact-center-level setting. |
| Exit After Call Break | Sets the maximum time in the Break state after finishing a service call for the agents of this team. This setting is optional and is essential for agent teams only. Select automatically, after to set the desired timeout in seconds. Select system-wide setting to use the timeout defined at the contact center level. Select manually to allow the agents of this team to remain in the Break state until they exit this state manually. |
| Non-call cases URL | URL of the web page that will be displayed for agents upon delivery of a service interaction (unless another URL is provided via the Web Screenpop block of the applied scenario or via the settings of the corresponding campaign). Select system-wide setting to display the web page defined at the contact center level. Select custom for a web page specific to the agents of this team. If you do not wish to display any web pages, select none. |
| Members tab | |
| Members List | Lists the users who are currently assigned to this team. For each team member, his first name, last name, extension number, and assigned roles are displayed. |
| Move to another team | Select one or more users from the list. Use this control to move the selected users to another team. |
| Change roles | Select one or more users from the list. Use this control to change the roles of the selected users. |
| Services tab | |
| Services and campaigns provided by this team | Lists the services that are provided by the agents of this team. This setting is essential for agent teams only. When you assign a service to an agent team, you have an option to assign the default service skill to all members this team with a specific level. If you select this option, all current and future members of the team will get this service skill automatically. Individual levels can be changed manually later. For more information, see section Skill Levels.
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. Select edit to assign one or more of the available services to this team and/or to remove previously assigned services. Note that when you remove a service from a team, the associated default service skill will be removed from all members of this team. |
| Dashboard tab | |
| General information | The Agent Desktop application can show to the agents a number of real-time metrics related to their personal performance, as well as performance of their teams and services that they deliver. For more information, see section Dashboard of the ServicePattern Agent Guide.
This tab contains properties that let you configure the content and appearance of these metrics for the agents of the given team. |
| Rotation rate | If an agent handles interactions for several different services/campaigns, metrics related to those services will be displayed for one service at a time. The dashboard will automatically rotate displayed services. This property defines the frequency with which such rotation will take place. |
| Metrics | Metrics that will be displayed for members of the given team.
To add a metric, click add and select the desired metric from the drop-down Metric menu. For description of the available metrics, see section Agent Dashboard Metrics. To help with self-evaluation, current values of agent personal metrics can be accompanied with agent’s current ranking within the team (checkbox Show team ranking), and performance of the closest other agent in ranking (checkbox Show next value). Newly created dashboard metrics will appear at the end of the list. To change position of a metric in the dashboard, drag it to the desired new location. To edit or remove an existing metric, hover over it and select the desired function. |
| Label | Metric name as it will be displayed in the Agent Desktop. Due to the limited space allocated for the metrics on the desktop, metric names should be displayed in an abbreviated form. |
| Show team ranking | This option is available for personal agents’ metrics only.
Select this option if you want the agent’s metric value to be accompanied with his current ranking within the team according to this metric. This can help agents with self-evaluation of their performance. |
| Show next value | This option is available for personal agents’ metrics only.
Select this option if you want the agent’s metric value to be accompanied with the value of the same metric for the agent who is directly ahead of this one in the current ranking. (If the agent currently has the top ranking, the value of the next best agent will be displayed.) |
| Excluded services and campaigns | By default, the metrics you configure will be displayed for all services and campaigns assigned to the given team. If you do not want certain services to be displayed, click add and select the services that should be excluded. |
| Preview | Preview shows you how the dashboard that you have configured will be displayed in the Agent Desktop.
Note that due to a limited space allocated for the metrics on the Agent Desktop, if the given team provides multiple services, metrics related to those services will be displayed for one service at a time. To see what the dashboard will look like for a specific service, select the desired service from the list. (The difference in the dashboard appearance for different services may be due to service-specific disposition metrics.) |