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102 Chapter 8 Setting up agents
N0025637 01
Adding an agent
Agent priority
When you add agents to Call Center you assign them a priority that
represents their level of qualification. The priority can be used to determine
which of your agents receives an incoming call. The agent priority ranges
from 1 to 20. 1 is the highest agent priority for the most qualified agents.
The default value is 10.
If you use Enhanced Call Center you can assign agents Dynamic Priority
when you assign them to a skillset. With Dynamic Priority, agents can have
different priorities depending on which skillset they are logged onto. For
example, when an agent is a member of the English skillset, their priority
can be 1 because they are fluent in English. The same agent can have a
priority of 3 when they are logged onto the Spanish skillset and, a priority of
6 when they are logged onto the German skillset.
Activity Codes
Activity Code entry types are Prompted and Optional. If you select
Prompted, the agent is prompted to enter Activity Codes on their telephone.
If you select Optional, an Activity Code session is not automatically
displayed on the agent’s telephone, but they can press F907 and enter
Activity Codes.
Optional is the default. If you do not have Call Center Reporting enabled on
your system, this setting does not appear.
1 Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and
password,
and then press OK
.
2 Press OTHR
.
3 Press CC
.
4 Press AGENT
.
5 Press ADD
.
6 The first available agent number is shown.
Press CHNG
to change the agent number and enter a new agent
number
or
press O
K to continue.
7 Enter the agent’s name and press OK
.
Log:
QUIT RETRY OK
Admin
MBOX AA OTHR
Admin
GLIST CCR CC
CC Admin
AGENT SKILL OTHR
Agent Admin
ADD DEL CHNG
Agent ID: x
RANGE CHNG OK
Agent name: __
RETRY BKSP OK