Agents

Work Queue enables you to capture information regarding Task Type, Task Subtype, Subject, Priority, Duration Days, Auto (Rejection/Approval) and Days For (Rejection/Approval). Use the Filter field to narrow the list. For example, type Email to list the information for Task Type Email.

To configure and set Work Queue:

1. On the Designer Desktop, select a page where you want to add the Work Queue element. For example, on the initial page, you have the Home bar and Containers configured.
2. Double-click the Tasks component to add it to the canvas.
   The Work Queue component appears.
   
3. To view the properties of the Work Queue, select the component and then click the gear icon.
   
   

   Property	Feature	Description
   Title	Title	You can change the default title of an element. When you change the title, the element name on the canvas is updated to the new title.
   Position	Header, Header Position, and Theme	To change the current formatting, change the Header Position and Theme. When you enable the Header Position option and select the Header Position in the drop-down menu, the header position is updated.
   Options	Hide Comments Author	When you enable this option, an agent cannot view the evaluating manager's name in the agent panel.
   Allowed Tasks	Acknowledgments Notification Arbitration Coaching Email Elearning Callbacks Scheduling SIQ Scoring Code	You can use these buttons to enable the work queue type task. On the agent desktop, calls are classified based on the agent's interaction with the customer. The agent can then accept the interaction and assign a name corresponding to the customer interaction. For more information, see Agent Work Queue.

4. After updating the required information, click Save.

LiveVox Connect (LV Connect) acts as a notification or a bulletin board designed for the contact center. It displays real-time alerts, posts, and notifications for agents and managers. It is a centralized tool for managers to post updates or reminders to their respective teams, individuals, or an entire group.

To configure the LV Connect component:

1. On the Designer Desktop, select a page where you want to add the LV Connect component. For example, the initial page where you have the Home bar and Containers configured.
2. Click the LV Connect component to add it to the canvas.
   The LV Connect appears on the page.
   
3. Select the Work Queue component, and then click the gear icon.
   

   Property	Feature	Description
   Title	Title	You can change the default title of an element. When you change the title, the element name on the canvas is updated to the new title.
   Position	Header, Header Position, and Theme	To change the current formatting, change the Header Position and Theme. When you enable the Header Position option and select the Header Position in the drop-down menu, the header position is updated.
   Options	Allow Create Posts	When you enable this option, an agent can create posts/notifications on LV Connect.

4. After updating the required information, click Save.

The Agent Schedule Adherence dashboard displays the scheduling adherence and conformance data for a single day and multiple days. A single day's data is further divided into summary and hourly information. You can use this dashboard to ensure that contact center agents work efficiently within their schedules.

To configure the Agent Schedule Adherence dashboard:

1. On the Designer Desktop, select a page where you want to add the Agent Schedule Adherence component. For example, the initial page where you have the Home bar and Containers configured.
2. Click the Adherence component to add it to the canvas.
   The Adherence appears.
   
3. Select the Adherence component, and then click the gear icon.
   

   Property	Feature	Description
   Title	Title	You can change the default title of an element. When you change the title, the element name on the canvas is updated to the new title.
   Position	Header, Header Position, and Theme	To change the current formatting, change the Header Position and Theme. When you enable the Header Position option and select the Header Position in the drop-down menu, the header position is updated.

4. After updating the required information, click Save.

The Stats element enables you to view the following widgets depending on the configuration of your agent desktop.

• Comparison
• Productive Widget
• Term Code Distribution Widget
• Time Distribution Widget

To configure the Agent Stats component:

1. On the Designer Desktop, select a page where you want to add the Stats element. For example, the initial page where you have the Home bar and Containers configured.
2. Click the Stats component to add it to the canvas.
   The Stats element appears.
   
3. Select the Agent Stats component and then click the gear icon.
   

   Property	Feature	Description
   Title Position Theme	Content	You can change the default title of an element. When you change the title, the element name on the canvas is updated to the new title.  To change the current formatting, change the Header Position and Theme. When you enable the Header Position option and select the Header Position in the drop-down menu, the header position is updated.
   Dashboard	Chart Type Selected Stat	Type: Select the type of chart you want to choose. You have Pie, Donut, Bar, and Table. Stat: Choose any of the following widgets Productive Widget Term Code Distribution Widget Time Distribution Widget

4. After updating the required information, click Save.

The SpeechIQ (SIQ) component enables you to generate alerts from the SpeechIQ work area.

To configure the SIQ component:

1. On the Designer Desktop, select a page where you want to add the SIQ component. For example, the initial page where you have the Home bar and Containers configured.
2. Click the SIQ Alerts component to add it to the canvas.
   The SIQ component appears.
   
3. Select the SIQ component, and then click the gear icon.
   
   
   

   Property	Feature	Description
   Title	Content	You can change the default title of an element. When you change the title, the element name on the canvas is updated to the new title.
   Position	Header, Header Position, and Theme	To change the current formatting, change the Header Position and Theme. When you enable the Header Position option and select the Header Position in the drop-down menu, the header position is updated.
   Options	Hide Comments Author	When you enable this option, the evaluator's name is hidden from the agent.

4. After updating the required information, click Save.

The Agent Schedule Adherence dashboard displays the scheduling adherence and conformance data for a single day and multiple days. A single day's data is further divided into summary and hourly information. You can use this dashboard to ensure the contact center agents work efficiently within their set schedules.

To configure the Schedule component:

1. On the Designer Desktop, select a page where you want to add the Schedule component. For example, the initial page where you have the Home bar and Containers configured.
2. Click the Schedule element to add it to the canvas.
   The Agent Scheduler appears on the page.
   
   
3. Select the component, and then click the gear icon.
   
   

   Property	Feature	Description
   Title	Content	You can change the default title of an element. When you change the title, the element name on the canvas is updated to the new title.
   Position	Header, Header Position, and Theme	To change the current formatting, change the Header Position and Theme. When you enable the Header Position option and select the Header Position in the drop-down menu, the header position is updated.

4. After updating the required information, click Save.