This form is displayed when you select Users from the Miscellaneous options menu.
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. Details of the function of these can be seen below.
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:Agents Efficiency(%): Refers to the agents efficiency processing calls. It directly affects how calls are allocated to agents when using the apportion option in call list administration
- No one
- Supervisor only
- Anyone is the same group(s)
- Anyone
SOP Operator code: Agent's POS operator code. This should be confirmed from POS operators as there is no validation of the entry.
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.
This tab enables you to record shift and holiday patterns for the agent there are four groups of fields on this tab the links below will display additional information on the field groups.
Shift Holiday Breaks Working daysThis group of fields enable you to record the shift start time, duration and number of breaks.
Note:Care should be taken when recording this in formation as any data entered on this tab controls when an agent can access the home page.
The to and from fields in this group enable you to record the start and end dates of the next holiday the agent is due to take. This information works in conjunction with the system parameter for the number of days before an agent is due for holiday so that the administrator is warned when allocating calls.
Enables you to record the times the start time and length in minutes of up to five breaks the agent is scheduled to take during the day.
The working days is a grid which enables you to select the days of the week the agent works, a tick in the associated day column indicates a working day for the agent.
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 GEDIT form
