Configure agent settings: routing profile, phone type, and auto-accept calls
Before you configure your agent settings, here is some info to have on hand. Of course, you can always change this information later.
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What is their routing profile? They can only be assigned one.
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Will they have the Agent security profile or a custom profile you created?
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Are they going to use a soft phone? If so, will they be connected to contacts automatically, or will they need to press the Accept button in their Contact Control Panel (CCP)?
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Or, are they going to use a desk phone? If so, what is their number?
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How many seconds do they have for After contact work (ACW)? There's no way you can turn off ACW time altogether so agents never go to ACW. (A value of 0 means an indefinite amount of time.)
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Are they going to be assigned to an agent hierarchy?
Note
You can't configure how long an available agent has to connect with a contact before it's missed. Agents have 20 seconds to accept or reject a voice or chat contact, and 30 seconds for a task contact If no action is taken, the current agent's status will be Missed and the contact is routed to the next available agent.
To configure agent settings
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On the left navigation menu, go to Users, User management.
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Choose the user you want to configure, then choose Edit.
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Assign a routing profile to them. You can only assign one.
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Assign the Agent security profile, unless you've created custom security profiles.
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Under Phone Type choose whether the agent is using a desk phone or soft phone.
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If you select desk phone, enter their phone number.
Important
Outbound telephony charges occur when using a desk phone to answer inbound calls.
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If you select soft phone, choose Auto-Accept Call if you want agents to be connected to calls automatically. This doesn't apply to chats.
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In After call work (ACW) timeout, type how many seconds agents have for after contact work, such as entering notes about the contact.
Minimum setting is 1 second.
Maximum setting is 2,000,000 seconds (24 days).
Enter 0 if you don't want to allocate a specific amount of ACW time. It essentially means an indefinite amount of time. When the conversation ends, ACW starts; the agent must choose Close contact to end ACW.
The following image shows the Settings section of the Edit routing profile page. After call work (ACW) timeout set to 0.
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Under Agent Hierarchy select any groups the agent should be part of.
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Under Tags, add resource tags to identify, organize, search for, filter and control who can access this user.