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Call centre enterprise settings
Information for enterprise administrators
A call centre is a virtual user that queues calls and distributes them to agents according to the policy you assign to it. A call centre is created at site level, although the agents assigned to it can be from any site in the organisation. Some call centre settings are defined at the enterprise level so they can be used for call centres at all sites.
To change the call centre settings
- If you're an enterprise administrator, select the required site.
- Select Callcenter > Callcenter-Einstellungen.
- Enter your settings.
Agent unavailable codes
When an agent changes their availability to unavailable, they can also enter the reason why they're unavailable. The agent unavailable codes are defined at the enterprise level.
|
Setting |
What the setting does |
|---|---|
|
Codes „Agent nicht verfügbar“ aktivieren |
Lets agents enter an agent unavailable code when they change their availability to unavailable. The codes shown here are used as defaults in each of the situations listed. |
|
Gebrauch von Codes „Agent nicht verfügbar“ erzwingen mit Standardcode |
Requires agents to enter an agent unavailable code when they change their availability to unavailable. The code shown here is used if an agent doesn't supply a valid code. |
|
Codes „Agent nicht verfügbar“ |
You can add, edit or remove codes using the buttons on the screen. |
Agent default settings
You can select whether to use default system values for the following settings or define your own for the enterprise.
|
Setting |
What the setting does |
|---|---|
|
Zeitschaltung verwenden |
Determines the length of time after an agent has finished a call before the next call is offered to them. |
|
Einstellungen zur Agentenverfügbarkeit verwenden |
Determines whether an agent's availability should be set to unavailable in the situations listed here. |
Call centre options
If your organisation has multiple call centres, you can select whether calls are given priority based on the length of time they've been in a queue or based on the priority of the queues. If you choose queue priority, you must give each queue a priority number.
If you want to move a call centre in the list, you can enter a priority halfway between existing priorities. For example, to move a call centre from priority 3 to 2, change its priority to 1.5. When you save the changes, the call centres are listed in the new priority order. The priority numbers are automatically changed to whole numbers.
Call centre scheduled reports
You can schedule reports to gather information about call centre performance and view reports that have already been created.
To view call centre reports
- If you're an enterprise administrator, select the required site.
- Select Callcenter > Geplante Callcenter-Berichte.
- Enter your search criteria and select Suchen.
To schedule call centre reports
- If you're an enterprise administrator, select the required site.
- Select Callcenter > Geplante Callcenter-Berichte.
- Select Hinzufügen.
- Enter your report criteria.
When adding a scheduled report, you can specify a call centre or an agent for which you want the reports to be created.
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