Re-allocating Calls to Agents or Teams

The Call List reallocation form gives the call list administrator the tools to distribute the calls on a call list to agents and Teams.

The form is divided into five areas additional details can be viewed by following the links below.

Tool and menu bars
Call list
Options
Call numbers grid
Call allocation grid

Call List Reallocation Form

Tool and menu bars

The tool and menu bars display the functionality option for the form. The options are enabled at different times in the process. The table below shows the options, their function and their availability.

Menu option	Icon	Description	Availability
File > Exit		Closes the Call List Reallocation form and returns you to the Call list administrator	Always enabled
Tools > Reset	Waiting for new icon file to be created	Returns the call list allocations to their original state or to the last processed allocation.	Always enabled
Tools > Cancel		Cancels the apportion process but does not reallocate the calls to the original agents.	Only enabled if the apportion option has been selected.
Call Allocation > Unallocate		Cancels any amendments made to the call allocations and returns the call list allocations to their original state.	Always enabled
Call Allocation > Apportion	Waiting for new icon file to be created	Enables use of the apportion process where call list calls can be automatically allocated to selected agents or teams according to their efficiency or equally allocated among selected agents or teams.	Only enabled if there are unallocated calls available in the call list.
Call Allocation > Allocate	Waiting for new icon file to be created	Enables completion of the apportion process. When selected you will asked to confirm what method is to be used to apportion the calls between the selected agents/teams. This can be allocate by efficiency where the number of calls allocated to each agent will depend on the agents efficiency or allocate equally which will allocated an equal number of calls to each of the selected agents.	Only enabled after both the apportion option has been selected and agents/teams have been selected from the agents list.
Call Allocation > Confirm		Reallocates the call list according to the number of calls you manually allocated to the agents/teams in the agents and teams list. It should be noted here that this will affect a permanent change to the call list allocation the reset button does not reset the changes.	Enabled when changes have been made to the call allocation and there are no unallocated calls.
View > Agents/Teams	Waiting for new icon file to be created	Refreshes the agent/teams list to show the agents and teams to whom calls have been allocated. If the only shows agents/teams allocated to this call list option has been un ticked then all agents and teams will be displayed.	Always enabled
View > Agents	Waiting for new icon file to be created	Refreshes the agents and teams grid to show agents.	Always enabled
View > Teams	Waiting for new icon file to be created	Refreshes the agents and teams grid to only show teams	Always enabled

Call list

This area of the call list reallocation form displays a summary about the call list. information displayed is:-

Number: the unique identifier for the call list
Pending Calls: the label for this field will be refreshed according to the selection made in the Call status field, it shows the number of calls remaining on the call list at that status.
Unlabelled field: the name of the report used to create the call list.
Calls Completed: the number of calls at completed status for the call list.
Script: the three character identifier of the script linked to the call list.
Priority: the priority of the call list.
Calls Status: this is a drop down field which enables re selection of the call types you are going to reallocate. the available options are:-

All statuses: display the call allocation figures for all calls on the call list and makes them all available for re-allocation.
Call back: displays the current allocation of calls which have been set to a call back and enables the reallocation process for those calls
Task: displays the current allocation of calls which have been from tasks and enables the reallocation process for those calls
Pending: displays the current allocation of pending calls and enables the reallocation process for those calls
Try later: displays the current allocation of calls which have been set to try later and enables the reallocation process for those calls
Recycled: displays the current allocation of calls which have been recycled and enables the reallocation process for those calls. This call type requires additional processing before it will appear as an active call in the home page.

Options

This area contains two tick boxes which further enables control of the information displayed in the agents and teams grid. The tick boxes are as follows

Only show agents/teams allocated to this call list: when ticked only the agents and/or teams who currently have calls allocated to them will be shown in the grid, selecting a different option from the tool or menu bar will alter what is displayed in the grid. When the tick is removed all agents and teams will be displayed.
Ignore auto-allocated calls?: if a call was allocated to a preferred agent at the point the call list was created you can opt to not include those calls in the reallocation process.

Both of the options are defaulted to yes.

Call Numbers grid

This grid has three rows showing the following information. I t should be noted that the actual wording in the first column will change according to the call status selected from the Call status drop down.

Total pending calls: The description of this row will change to reflect the call status type you have selected. The number displayed in the second column shows the number of calls for the selected status on the call list
Un-allocated calls: the number of calls at the selected status which are unallocated.
Current call allocation: the number of calls currently allocated to an agent and/or team.

Call allocation grid

The call allocation grid shows the call allocation for each agent and team who have responsibility for the outstanding calls on the call list. There are eight columns which require further explanation.

Agent ID: the agent or team user ID. The order of the list when the only show agents/teams allocated to this call list is switched off is as follows.

Agents with calls in alphabetical order.
Agents with no calls allocated to them in alphabetical order.
Teams with calls in alphabetical order.
Teams with no calls allocated to them in alphabetical order.

Agent: the agent or teams name
Call Backs: the number of calls at call back status the agent has allocated to them
Retries: the number of calls at retry status the agent has allocated to them
Recycled: the number of calls the agent has recycled from the call list.
Efficiency: the agents efficiency. Agent efficiencies can be amended here and will be saved back to the agents CM user details field entry
Current Calls: the number of new calls the agent has allocated to them
New allocation this column will only be available once there are unallocated calls on the call list this column is used to display the new call allocations when the call list is being allocated using the apportion options or manually.