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The Call Center Administration section allows you to set up some parameters specific for Call Centers: agents, clients, campaigns, and seating. These features are optional and are ideal for call center environments.
Agents Tab - lists user accounts who are members of Call Center Agents group. General Administration module > Users Tab allows you to add remove users to Call Center Agents group and change content of agents list in this view.
Agents is a word that describes users whose telephone (and maybe PC screen) is recorded for Quality Control (QC), training or security purposes.
This role requires some extra parameters associated with the user profile, this is done in this view.
Agents Table columns (include Agent specific parameters):
Clicking the EDIT button next to a specific agent will bring up options for the agent. You may assign all the above options to the agent.
The check-box Allow Client Selection enables the agent to change their client campaign by using check-in form at Recorders Module > Call Center tab. This is ideal for situations when an agent works on multiple campaigns and needs to assign themselves correctly. When you select a Client Campaign to be attached to the agent, both Client and campaign fields are set. All calls recorded for the agent will have the Client and Campaign associated with the call.
Note: If you prefer an agent to select their own campaign, you must provide access to the Call Seating Tab for that particular agent or the Call Center Agents group.
The seating's section allows you to configure how each recorded phone line is associated with the specific Agent, Client and/or Campaign(s).
To configure recorded lines (channels) seating, do the following:
Individual channel seating parameters:
Signed-In Agent column - Agent assigned for this channel at this moment (by the automatic rule or agent actually signed in via Call Center check-in feature in Recorders module )
How seating is applied during recording
This section allows you to configure your list of Call Center clients, when tracking client calls are desired. Adutante server maintains the list of Organizations, where each Organization can be flagged as a Call Center Client by setting "Is Call Center Client" parameter. Organizations is also used in other Adutante module, which is not part of Adutante Recording package.
Display available clients by selecting Call Center Clients in the filter selector. Selector options are:
Press Edit to modify parameters for selected client.
You can create new Call Center Clients or Organization by Pressing New Organization button. Selecting the Call Center Client check-box for the specific organization places it Call Center Client list.
Call Center Clients and Campaigns are available to be selected for any Agent, this can be done in two ways:
This section allows you to configure the list of Campaigns for individual call center Clients.
For each call center Client record, you may create none or many campaigns.
Note: To Add a campaign, you must first have at least one client. If you are tracking internal campaigns for your own business, simply create a Client and name it Your Company Name, or Internal Use. After the creation of the client, the Campaign tab will display the Client and an ADD button will appear.
Campaigns (both Active and Non-Active) are listed below their respected Client. You may EDIT each individual campaign to change the Description, Note and Status.