¶ Agents
Agents play a crucial role within contact centers, serving as the frontline representatives who interact directly with customers. These skilled individuals are responsible for handling various forms of customer communication, such as phone calls, emails, chats, or social media messages.
In a contact center environment, agents are typically assigned to specific queues or teams based on their expertise or the type of customer inquiries they are qualified to handle. This allows for efficient routing and allocation of customer interactions to the most suitable agents, ensuring optimal service delivery.
¶ Agents Dashboard
The Agents Dashboard offers a comprehensive view of essential information for agents in a contact center.
- Agent
Displays the Agent's full name.
(E.g., Elise Joyce)
(Display)
- Number
Shows the unique identification number assigned to the agent, helping in tracking and routing conversations accurately.
(E.g., 1000)
- PIN required
Represents the personal identification number associated with the agent, ensuring secure access and authentication within the system.
(E.g., 1234)
(Display)
- Wrap Up Time (sec)
Indicates the designated time for agents to complete post-interaction tasks, such as note-taking, updating records, or preparing for the next interaction.
(E.g., 20)
(Display)
NOTE: 'Wrap Up Time (sec)' refers to the time given to the Agent before a new call is transferred to their Extension.
-
Edit Agents configuration
To make changes to the Agent configuration, simply click on the provided button. This action allows admins to access and modify agent's settings and preferences according to their individual needs. -
Delete/Remove Agents
To delete an Agent, click on the designated button. This action permanently removes the Agent from the system and revokes their access to the contact center functionalities.
Deleting an Agent is a permanent action and should be done with caution, as it cannot be undone.
- Upload CSV files
To upload a CSV file, simply click on the designated button. This action allows you to select and upload a CSV (Comma-Separated Values) file from your local computer or specified location.
Ensure that the CSV file adheres to the required format and includes the necessary fields and data.
To streamline the process of adding multiple agents at once, you can utilize the 'CSV Upload' option. This allows you to upload a CSV (Comma-Separated Values) file containing agent information in bulk.
The following notes should be taken into consideration when creating a CSV file:
1. CSV Header: Name
When performing a CSV upload, it is crucial to include the 'Name' header in the CSV file. This header serves as a required field and must be accurately spelled and populated with the relevant information.
Failure to include or properly fill in the 'Name' header can result in the upload process failing.
2. CSV Header: Number
a) To ensure a successful upload and proper integration of data into the system, make sure to include the 'Number' header in the CSV file and populate it accurately. This header is of utmost importance as it serves as a crucial identifier for agents.
b) When assigning an agent number, it is important to adhere to a specific format. The agent number must consist of four digits. Any deviation from this format may result in unexpected behavior or errors with uploading CSV file.
Populating CSV File
To import data using a CSV file, you need to ensure that the file is correctly formatted. The table below provides an overview of the required headers and their corresponding information:
Once successfully uploaded, the following message will appear: "Imported one record. Skipped 0 records.". Please refer to the screenshot.
If users encounter situations where they need to skip entering data for certain headers in the CSV file, it is important to indicate this by adding double quotation marks (") in the corresponding cells. Please refer to the example where a user only provided data for the 'Name', 'Number', 'Surename', 'AllowDirectInWhenPaused' and 'WrapUpTime' headers:
If a header does not have any data to be entered, it should still be represented by empty quotation marks ("").
If a users do not enter double quotation marks for the entries they would like to skip, the following message will appear: "Imported 0 records. Skipped one record." meaning that the upload was not successful. Please refer to the screenshot.
Entries for the first two headers ('Name' and 'Number') cannot be skipped when uploading a CSV file. If left empty, the upload will not be successful.
| CSV Header | Meaning | ||
|---|---|---|---|
| Name | Enter the Agent's name | ||
| Number | Enter the Agent's number | ||
| Surname | Enter the Agent's surname | ||
| PIN | Enter the Agent's PIN | ||
| BindExtension | Enter the Extension Number | ||
| DirectInRingTime | Enter the number of seconds | ||
| AllowDirectInWhenPaused | Select ‘Yes’ to enable calls for an Agent that is on the ‘Pause’ state | ||
| AllowDirectInWhenBusy | Select ‘Yes' to enable calls for an Agent that is already on call/busy | ||
| DirectInBusyDestination | Select busy Destination | ||
| IsVoicemail | Select 'Yes' to redirect calls to Destination Voicemail | ||
| WrapUpTime | Enter the number of seconds | ||
| LiveChatLimit | Set the maximum number of live chat sessions that can be active simultaneously | ||
| MessagingLimit | Set the maximum number of messaging sessions that can be active at once | ||
| EmailLimit | Set the maximum number of concurrent email sessions allowed |
Downloading CSV File
To download a CSV file, simply click on the designated button. This button typically features an icon or label indicating its purpose. By clicking on it, the CSV file will be downloaded to your device.
Please refer to the example of a downloaded CSV file:
¶ Agents Realtime Statistics
Agent real-time stats provide a comprehensive overview of an agent's activity and performance during their time on the system. These stats include all types of calls made by the agent, such as inbound, outbound, and direct calls (both incoming and outgoing).
The agent stats page provides key metrics that give insights into the agent's performance. These metrics include total talk time, idle time, login sessions, and full pause time.
Total talk time represents the cumulative duration of the agent's conversations, while idle time shows periods of inactivity. Login sessions track the agent's system logins, and full pause time records the duration of breaks taken by the agent. These metrics help monitor agent availability and performance.
To access agent real-time stats, you can use either the gloCOM supervisor application or PBXware.
Calculations are reset each day starting from midnight.
¶ Search
To search for agents, simply enter the agent number or name in the search field. This allows you to quickly find specific agents based on their assigned number or their name.
- Search
To filter the agents and perform a search, enter a search phrase or the agent's number in the provided search field. After entering the desired criteria, simply press the "Enter" key to initiate the search.
(E.g., Diane)
([a-z][0-9])
¶ Add/Edit Agent
¶ Agent section
In this section, users have the ability to add a new agent or edit the settings for an existing agent.
To add a new agent, click on the "Add Agent" button and follow the prompted steps to provide the necessary details such as the agent's name, number, and other relevant information.
For existing agents, admins can edit their settings by selecting the respective agent from the list. This opens up interface where admins can modify various settings related to the agent, such as their name, number, PIN, and other configurable options.
Populating the agent's interface
- Name
Enter the first name of the agent.
(E.g., Diane)
([a-z])
- Surname
Enter the last name or surname of the agent.
(E.g., Smith)
([a-z])
- Number
Enter the unique identification number assigned to the agent in the system.
(E.g., 1006)
([0-9])
NOTE: This field is automatically populated by default, but it can be changed if necessary. For example, setting '1008' here will create a new Agent with the same network number. Please note that the Agent number must be unique.
NOTE:
Users can create a new Agent where the number would be automatically assigned, or they should enter a 4-digit number. If this number is already reserved, the system will notify a user via warning message: "Number 1234 is already reserved by (Agent) 'ABC'." and fill this field automatically with the first available number.
¶ Login Options
In this section, users can configure settings for agent login sessions and extension binding.
- PIN Required
This setting can be toggled between "Yes" and "No" to determine whether agents need to enter a PIN during the login process.
-
If set to "Yes", agents will be prompted to enter their PIN when logging in.
-
If set to "No", agents will not be required to enter a PIN during the login session.
-
PIN
Enter the Agent PIN in this field. The Agent PIN is a personal identification number provided by the Agent for authentication during the login process.
(E.g., 6583)
([0-9])
- Bind to Extension
Use the dropdown menu to select whether the system should bind this Agent to the specified Extension.
- When set to 'Yes', the system will allow logins for this Agent only from the Extension entered in the 'Extension' field.
- When set to 'No', the Agent can log in from any Extension.
Note: Enabling Extension binding provides an additional layer of security and restricts Agent logins to a specific Extension.
(Options button)
- Extension
Enter the Extension from which the system will only allow logins for this Agent. This means that the Agent will be able to log in and access the system's features only from the specified Extension.
For example, if you set the Extension to '100', the system will restrict logins for this Agent to the '100' Extension. This provides an added level of security and ensures that the Agent can only access the system from the designated Extension.
([0-9])
- Logging via Access Codes
The Agent can log in to a system by dialing into one system Extensions with the access code *203. By default, the system will prompt for the Agent number, Agent PIN, and the Number where the Agent is currently. This number could be a local Extension or some other remote Destination.
The Agent must log out with '*203' to stop receiving calls.
¶ Direct in Settings
This section allows users to configure settings related to 'Direct In' calls. 'Direct In' calls refer to inbound calls that are directly routed to a specific agent without going through a queue.
The 'Not Set' option has been added to the Agent Settings. By default, this option is automatically set by the system, which means that all configurations specified in the General Settings will be applied to the agent. However, if any changes are made to the agent's settings, those changes will override the configurations from the General Settings.
- Ring Time (sec)
This option allows users to set ringing time for ‘Direct In’ calls.
(E.g.,This option is set to 32 sec. When direct in call is received, the agent will ring for 32 sec.)
([0-9])
- Allow Calls when Paused
When this option is set to ‘Yes’, users should be able to call an Agent in the ‘Pause’ state.
(E.g., Yes/No)
(Select box)
- Allow Calls when Busy
When this option is set to ‘Yes’, users should be able to call an Agent already on call/busy.
(E.g., Yes/No)
(Select box)
- Busy Destination
Direct in busy destination will let users redirect a call to another destination if the Agent is busy.
(E.g., Miley Garrett)
(Select box)
- Is Voicemail
This option will dial the Voicemail of the destination.
(E.g., Yes/No)
(Select box)
- Wrap Up Time (sec)
Indicates the designated time for agents to complete post-interaction tasks, such as note-taking, updating records, or preparing for the next interaction.
(E.g., 15)
([0-9])
If wrap up time is set for this Agent, it will override the value in 'Settings' → 'General' .
- Member of
Choose the relevant group from the dropdown menu to associate the agent with the designated group within your contact center setup.
(E.g., Group1, Group2)
(Select box)
NOTE: By assigning an Agent to multiple groups, the Agent can log in to various Queues or Campaigns with a single Agent login. Use 'CTRL' + the mouse clicks to select/unselect groups.)
TIP: If updating from an earlier version of PBXware to a newer one, Agents in the system might not work. In that case, users need to re-save every Agent on the system. This is required because there are significant configuration changes in the latest versions of PBXware.
¶ Capacity
- Live Chat
The default limit of 3 simultaneous live chat sessions for each agent is based on a reasonable estimate of what one agent can manage effectively. However, this number is adjustable to meet the specific needs of individual agents.
(E.g., 5)
([0-9])
- Messaging
The default setting permits an agent to handle up to 5 messaging sessions at the same time. This number is set based on an estimated reasonable workload for messaging, but can be adjusted to suit individual agent needs.
(E.g., 8)
([0-9])
By default, each agent can manage up to 10 simultaneous email sessions. This is based on a rational estimate of what an agent can effectively handle with email and can be customized for each agent's specific situation
(E.g., 13)
([0-9])
- Work units
In order to calculate an agent's total work units, the individual capacities for Live Chat, Messaging, and Email are multiplied by their respective weightings, which are configured under the MESSAGING -> Settings section, specifically in the Work units area. These products are then summed up to determine the total work units.
For example, if an agent has a capacity set to 3 Live Chats, 5 Messages, and 10 Emails, and the Work units settings are set to 4 for Live Chat, 2 for Messaging, and 1 for Email:
- Live Chat: (3 times 4 = 12)
- Messaging: (5 times 2 = 10)
- Email: (10 times 1 = 10)
Adding these together, (12 + 10 + 10 = 32), you'll find that the total work units for this agent will be displayed as 32.
¶ Groups
In order to facilitate login into multiple queues and campaigns, agents can be organized into groups.
This way, many agents can be added to a list with a single click (by adding agent groups instead of agents one by one). Also, when any system extension logs in as a queue or campaign member, it logs in automatically to all queues and campaigns that the agent is a member of.
This screen lists all system agent groups with the following details:
- Group
The group's name is displayed in this section. It serves as an identifier for the group and allows users to easily identify and differentiate between different groups in the system.
(E.g., Marketing)
- Agents
The specific group section displays the number of agents that belong to that particular group. This information helps admins understand the size and composition of the group.
(E.g., 5)
- Edit a Group
To modify the group's name and agents within a group, simply click on the "Edit" button associated with the group. This action will allow you to access and update the group configuration according to your specific requirements.
- Delete a Group
To remove a group from the system, simply click on the "Delete" button associated with the group. This action will initiate the deletion process for the selected group.
¶ Add/Edit Group
The "Add/Edit Group" section allows you to create and modify agent groups within the system.
To create a new group, click on the "Add Group" button.
To edit an existing group, locate the group in the list and click on the "Edit" button next to it.
- Group Name
The Group Name serves as a unique network group identifier within the system. It is a distinctive name assigned to a specific group, allowing for easy identification and differentiation from other groups.
(E.g., Marketing)
([a-z] [0-9])
- Agents
Users have the flexibility to select multiple agents to become members of specific group. By adding agents to a group, users can streamline the management and configuration of agents within the system. Any modifications made to the group's membership will automatically propagate to the associated Queue or Campaign where the group has been added.
This feature ensures that changes made to the group's membership, such as adding or removing agents, will be reflected in the respective Queue or Campaign settings. It eliminates the need for manual updates to individual Queues or Campaigns.
Once you have created a group, you can add agents to it in two ways:
- Selecting agents from the agent field during the group creation process:
When creating a group, you can choose agents directly from the agent field by entering their names or numbers. This will add them as members of the group. - Creating an agent and assigning them to the group in the "Member of" section:
Alternatively, you can create a new agent and specify the group they belong to in the "Member of" section. This will automatically add the agent to the selected group.
To ensure easier organization, users can now see the number of Agents present in each Group
and edit the Group accordingly to their needs by clicking the Edit button. If any changes are made to Agent Groups, they are also immediately applied to Queues and Campaigns where this Group is used.
¶ Pause Reasons
When an Agent needs to temporarily stop receiving calls without logging off, they have the option to pause. By pausing, the Agent will be temporarily unavailable to receive calls until they decide to unpause.
Pausing allows Agents to take short breaks, attend to other tasks, or temporarily step away from their workstations while remaining logged into the system. During the pause, calls will be routed to other available Agents or handled according to the configured call handling rules.
When it comes to outbound calls, an Agent can make an outbound call while paused, but please note that the Agent Pause Statistics will be affected. Commonly, when an Agent goes on a pause, the report displays one pause. However, if an Agent makes an outbound call while paused, the report will display one additional pause for every outbound call made in this case.
In addition to pausing, Agents also have the option to provide a pause reason code to indicate the specific reason for being on pause. This pause reason code helps in tracking and logging the purpose behind the Agent's pause event.
To enable or disable this feature, the Agent can use the *204 access code and enter the corresponding code for their desired pause reason. The pause reason codes are predefined and represent various common reasons for pausing, such as "Break," "Meeting," "Training," or any other specific reasons relevant to the Agent's workflow.
¶ Add/Edit Pause Reason
The Add/Edit Pause section allows admins to manage and customize agent's pause settings.
- Name:
Set a name of a Pause Reason.
(E.g., Lunch break)
([a-z][0-9])
- Code:
Enter a short code of a Pause Reason.
(E.g., 123)
([0-9])
- Description
Provide a short description of a Pause Reason.
(E.g., Went out for lunch break)
([a-z][0-9])
- Billable
Define whether a pause will be billed to an Agent.
(E.g., Yes/No/Not Set)
(Options button)
- Payable
Define whether a pause is paid to an Agent.
(E.g., Yes/No/Not Set)
(Options button)
- Edit Pause Reason
Click this button to edit the configuration for Pause Reason.
- Delete Pause Reason
Click this button to delete a specific Pause Reason from the system.
NOTE: Users can see if the Agent is on pause and their pause reason in the 'Monitor' section under 'Queues'.
NOTE: In gloCOM - the Agent Edition, the Agent can use this feature by clicking the pause button next to the Agent number. By choosing the right pause reason, the Agent will be paused.
¶ Project Codes
With this feature, agents have the capability to make direct outbound calls and associate them with specific projects defined on the server. Each project can be configured with a different Caller ID, allowing agents to use a predefined Caller ID when making calls associated with that particular project.
¶ Add/Edit Project Code
The Add/Edit Project Code section allows users to manage project codes in the contact center. A project code represents a specific project or campaign that agents can associate with their outbound calls.
- Name
The project code name is a user-defined identifier used for easier navigation and organization within the contact center system. It serves as a simple and recognizable label or name assigned to a specific project or campaign.
(E.g., SmartConnect)
([a-z 0-9])
- Code
The project code number is a unique identifier assigned to each project within the contact center system.
The purpose of the project code number is to provide a reliable and consistent reference for the project. It serves as a permanent identifier that distinguishes the project from others in the system.
(E.g., 555)
([0-9])
- CallerID
In the contact center system, each project can be associated with a specific Caller ID. A Caller ID is the phone number or identification that is displayed to the recipient when a call is made from the contact center.
(E.g., John Doe or +1 555-123-4567)
- Edit Project Codes
The "Edit Project Code" refers to the ability to modify the settings and details of a project code in the contact center system.
(E.g., Click to edit Project Code configuration.)
- Delete Project Codes
The "Delete Project Code" function allows users to remove a project code from the contact center system. Deleting a project code permanently removes it from the system, along with any associated configurations and settings.
(E.g., Click to delete Project Code from the system)
¶ Settings
¶ Agents Settings
The "Agent Settings" section is a part of the contact center system configuration that allows users to set some basic settings that affect how agents interact with the system and how the system behaves. Some of the settings that can be configured include:
¶ General
- Wrap-up time (sec)
The wrap-up time is the period after a call ends during which the agent can perform post-call tasks such as note-taking or completing call-related activities.
(E.g., Agent Smith ends a Queue call. A pause in seconds (wrap-up time) is enforced so the Agent can prepare themself for a new call.)
([0-9])
- Max. Login Retries
Users can specify the maximum number of login attempts allowed for agents. If an agent exceeds the specified number of login attempts without successful authentication, a notification will be triggered to indicate login failure.
(E.g., 3)
([0-9])
- Unanswered Action
The "Auto Pause" and "Auto Logoff" actions are automatic system responses when an agent does not answer an incoming call within a specified timeframe. These actions are designed to manage agent availability and ensure efficient call handling within the contact center.
If the "Auto Pause" action is enabled, the system will automatically place the agent on pause after a predetermined period of time when they do not answer a call.
Alternatively, if the "Auto Logoff" action is enabled, the system will automatically log the agent off the system after a specified period of time when they do not answer a call.
(E.g., Auto Pause)
(Select box)
¶ Direct In
The Direct In configuration allows users to define specific settings related to calls that are directly targeted to a particular agent.
With this option, the user would be able to set up separate ring times for Agent 'Direct In' calls, and also would be able to set the last Destination once the ring time is reached. Additionally, the user could select the Destination where the Caller will be routed if the Agent is paused/out.
- Ring Time (sec)
This option allows users to define the duration for which a direct in call will ring on an agent's extension before being redirected or handled by the system.
(E.g., 25 Sec)
([0-9])
- Allow Calls when Paused
By setting the "Call Agents in Pause State" option to 'Yes', users are granted the ability to call agents regardless of their pause status.
(E.g., Yes/No)
(Select box)
- Allow Calls when Busy
When the option "Allow Calls when Busy" is set to 'Yes', it allows users to make calls to agents who are already on an active call or in a busy state.
(E.g., Yes/No)
(Select box)
- Busy Destination
This option allows users to redirect an incoming call to an alternative destination if the agent being called is already busy with another call.
(E.g., Hermione Spencer)
(Select box)
- Is Voicemail
This option will dial the Voicemail of the destination.
(E.g., On/Off)
(Select box)
NOTE: Dispositions from ‘General’ settings will not override configurations from ‘Agents’ settings. Therefore, they will be considered a ‘Default’ state if a subsidiary configuration is not set on ‘Agents’ settings.
¶ Statistics Options
- Direct out effective calls duration (min)
Set a duration of a call in minutes that can be reported as an effective outgoing call.
(E.g., 2)
([0-9])
NOTE: Users can find this information under the Agent 'Direct out' report.
- Direct-in effective calls duration (min)
Set a duration of a call in minutes that can be reported as an effective incoming call.
(E.g., 2)
([0-9])
NOTE: Users can find this information under the Agent 'Direct in' report.