See also: Creating and Administering Users and Groups
This menu is displayed when you select Miscellaneous Options from the Customer Contact Management menu. It enables you to administer users shifts and breaks, assign groups default favourite scripts, define group and team types, and assign agents to groups.
Users: Agent details including shifts, breaks, and favourites
Groups: Set up a group, including default favourite script
Group types: Team / group types that groups belong to
Group membership: Assign agents to a group or groups to an agent
Media channels: Create the required set up for handling incoming emails to the call centre
Branch Company Mapping: Create links between CRM record locations and Point of Sale companies for use with service booking scripts.
Call classes: Enables specification of the script for a dialled hunt group
WL company relationships: Create relationships between Point of sale companies
Custom look up types: enables creation of new look up types for use with in the scripts.
Customer look up values: enables creation and maintenance of the values linked to the look up types.
Call back reasons: enables creation and maintenance of the call back reason codes used when completing a call
PUSH BUTTONS:
Calls Allocated to this Group Form
Redistributing Calls among Agents or Groups
Reviewing Agent and Group Workloads
