It is possible, through the Users Form, to access an agent's details including shifts, breaks, and favorite scripts.
This form is displayed when you select Users from the Miscellaneous options menu.
Agent ID: User ID of the agent.
Agent name: Agent's first and last name.
NOTE: The agent requires sufficient priority set in permissions and security.
Tabs:
The general tab fields enable specification of addition access permissions for CM agents. The group of fields is called User access and includes five editable fields and a grid.
Is agent active?: Indicates whether the agent is available to make calls.
Note: If an agent is made active when calls are allocated to them the call list will show as having unallocated calls in the administrator. New calls cannot be allocated to the agent in the administrator or in call list creation.
Telephony user?: Indicates whether the agent is able to use integrated telephony in the home page.
Immediate superior: User ID of the agent's direct manager. The appropriate user ID can be selected from the drop-down group)
or a manually entered ID can be validated by the system.
Agent type: Indicates the agent's position within the contact centre. Some menu options may not be available to some agent types function availability is detailed in the grid below this option. The agent types are:
- A: Agent
- D: Administrator
- S: Supervisor
| Permission | Access? | Effect |
| Call list creation | Y or N | Allows/disallows the agent to create call lists |
| Call list administrator | Y or N | Allow/disallows the agent to have access to the call list administrator |
| Non-call list outbound calls | Y or N | Allows/disallows the agent to process outbound calls which are not linked to a call list |
| Manual inbound calls | Y or N | Allows/disallows the agent to process in coming calls to the call centre. |
| Allow multiple pending calls | Y or N | If set to Y the agent will be able to select from multiple new calls in the home page, if set to no the agent will only be show one call at a time. |
| View outstanding call statistics | Y, N or P | Is the agent able to see outstanding call statistics in the home page or not. |
Allowed to reassign a call back call to: Defines who the agent is able to pass a call back call to, such as:
- No one
- Supervisor only
- Anyone is the same group(s)
- Anyone
Agents Efficiency(%): Refers to the agent's efficiency in processing calls. It directly affects how calls are allocated to agents when using the apportion option in call list administration.
POS Operator code: Agent's Point of Sale (POS) operator code. This should match an valid user in the POS operators table as there is no validation in this form.
Advanced SO user: When selected, the user is a CM advanced point of sale user. It allows additional functionality when processing service bookings in CM. This additional functionality is as follows:
Other options: The other options drop down on the work details form is enabled.
Labour details form: Additional fields are enabled on the Labour details form.
Fully booked days: Advanced SO users are able to override the restrictions on booking fully booked days in the diary form. These days show red on the form; advanced users have the ability to override this flag and book work into the workshop as unassigned work.
Allow RTS text edit?: Enables users to amend the RTS code text.
Allowed to link/delink? When ticked the user will be able to change vehicle links during the review process.
Allow global booking? When ticked the user will be able to access the global POS view while in the home page.
Printed WIP access: When ticked users can amend or view WIPs with printed job cards.
Link to stats view?: If a user requires access to a stats view from the home page, the three-character unique identifier for the view can be entered in this field.
This tab enables you to record shift and holiday patterns for the agent. There are two groups of fields on this tab. The links below will display additional information on the field groups.
This group contains a grid displaying the currently selected shift pattern. The grid has two columns. There are no grid headers, but the grid contents are:-
Ungrouped fields
- Code: Shift identifier. This can be selected using the ellipsis search.
- No shift: if ticked the agent does not work that day.
Details
- Start: Time the shift starts. This cannot be amended.
- End: Time the shift ends. This cannot be amended.
- Description: Shift pattern description.
Breaks: This group contains a grid which shows the start and end time for the shift's breaks.
This group contains a grid, push buttons and option buttons which enable the maintenance of an agent's holiday.
Start: Date the holiday begins
End: Day the holiday ends
Description: Brief description of the holiday
Buttons:
There are three buttons which enable certain functions for the maintenance of the agent's holiday. The buttons and their functionality are as follows:
Add: When selected the add holiday pop-up form is displayed, enabling you to enter the start date, end date and description of a new holiday period. Clicking OK adds the holiday to the grid.
Edit: Enables you to edit the currently selected holiday. You can only edit future holiday. If past holiday is selected when the edit option is selected you will be advised that you can only edit future holiday.
Delete: Enables deletion of holiday entries. When clicked you will be asked to confirm that you want to complete the action. As with amending holiday, you can only delete future holiday.
Option Buttons:
There are three option buttons which enable sorting of the holiday visible in the grid. Their function is as follows:
All: Displays all of the agent's holiday in the grid.
Future: Displays future holiday only in the grid.
Expired: Displays all past holiday only in the grid.
The favourite scripts tab contains a group of fields labelled Inbound it enables you to define up to eight scripts which the agent will use when processing inbound calls.
See also: GEDIT form
