LV24 Pop-Out Help

Page tree

Versions Compared

Old Version 1

changes.mady.by.user Susheel Ashtaputre

Saved on

compared with

New Version 2

changes.mady.by.user Pallavi Gangadharaiah

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

Expand
titleRouting

View and select the preferred routing method being service, service groups or agent teams for voice and web chat.

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

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

Routing for asynchronous channels: Contains the following options to determine how Email, SMS, and Messaging threads are assigned to agents.

    • Auto: Email, SMS, and Messaging threads are automatically assigned to an available agents inbox.
    • Manual: Email, SMS, and Messaging threads remain in the group inbox.
Expand
titleService Group

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

  • Service Group Name: The name assigned to the service group.
  • Service Group Routing Type: The type of routing on the selected service group.
  • Routing for asynchronous channels: Contains the following options to determine how Email, SMS, and Messaging threads are assigned to agents.
    • Auto: Email, SMS, and Messaging threads are automatically assigned to an available agents inbox.
    • Manual: Email, SMS, and Messaging threads remain in the group inbox.
Expand
title
Expand
titleAgent Team

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

  • Team Routing Type: The type of routing on the selected agent team.
  • Routing for asynchronous channels: Contains the following options to determine how Email, SMS, and Messaging threads are assigned to agents.
    • Auto: Email, SMS, and Messaging threads are automatically assigned to an available agents inbox.
    • Manual: Email, SMS, and Messaging threads remain in the group inbox.

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.

...