U19 Pop-Out Help

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titlePreview Settings

The Agent Preview Settings tab will only be is visible only if the Service Type is 'Preview All (Preview)' or 'Preview All (API Enabled).

  • Preview Mode - – Allows you to enable preview all option options and force forces an agent's acknowledgment before launching a call.
  • Preview Manual Allowed - –Allows agents to dial a 10 digit number manually on a Preview call.
  • Preview Timeout - – The number of seconds an agent has to confirm, manually enter (if enabled) or skip an account, while in preview before the Preview Default Action occurs.
    Preview Skip Allowed - – Allows an agent to skip an account in preview and move to the next account. The preview default action of Skip can still occur when the agent's skip ability is disabled.
  • Preview Confirm Dial - – Allows you to control the level of human intervention required before the call is launched. Available options from the drop-down include:
    • Select One - – Single click confirmation
    • Dial Button - – Secondary confirmation of the number
    • 10 Digit Entry - – 10 digit manual entry
  • Preview Auto Completion - – Agents are presented with the next account once all loaded numbers from the previous the previous account have been dialed. The Preview Manual Allowed must be enabled to disable this feature.
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titleRouting

View and select the preferred routing method being service: Service, service groups or agent teams.

Note
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 Routing The Routing tab will is not be displayed if the ACD mode option No Acd is selected on the General Tab.
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titleService Routing

 Calls are routed to the agents assigned directly to this service to receive the calls when Services is selected as the preferred routing.

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titleService Group

 Calls are routed to the agents assigned to the services associated with the service group when Service Group is selected as preferred routing.

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titleAgent Team

 Calls are routed to the agents within the agent teams when Agent Teams is selected as preferred routing.

Using the cog icon in the upper right-hand corner, you can specify which attributes to display. You can search for specific entries using a text entry in the Search for tool or by using the Filter menu and selecting search using the magnifier icon. Options available under Filter:

  • Active: Agents with a check in the Active box (may log in).
  • All: Every agent regardless of active/inactive/locked status.
  • Inactive: Agents without a check in the Active box (may NOT log in).
  • Locked: Agents that entered an incorrect password in excess of the site's configured limit (may NOT log in).
  • Agent Team: Agents assigned to a specific agent team.

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