Queue management: Agent management

Go to Wallboard app > Queue management > Settings > Agent management > Fill in the required info and Save:

Ring time per agent:

To set up the maximum ring time for each agent.

SLA threshold:

Calls answered within this threshold to satisfy the SLA.

Ring Mode:

• Round Robin: distribute calls evenly among the team. The queue has multiple agents and incoming calls will route to them sequentially. Just add agents in the order that you want them to ring. When a call comes in, each agent is rung in order, one after another. However, the last agent used is remembered. The next call received rings the next agent in the list.
• Ring All:assign the incoming call to all available agents.
• Proficiency Level: the incoming call will be assigned to the agent who has the highest proficiency.
  • For example:
    • Agents 116, 150, and 110 have proficiency 1, 3, and 2 respectively. 
    • The incoming call will be assigned as this order 150 > 110 > 116.

Sticky Agent: if a caller calls in for the first time, the system will do a round-robin among the available agents to pick up the call as usual. From the second time onwards, the call will be transferred to the assigned agent based on the number of dial times set (the total number of times the system will try to connect with the assigned agent). 

• If the agent misses the call or is unable to answer, the caller can choose whether they want to leave a voicemail, trigger a callback, or be connected to another agent.

Disable agent note:

Turn it off to not allow agents to add a note after the call is finished.

Popup show when:

Either:

• When dialing
• After pickup
• Sample of a popup:
  • A popup appears on the agent’s screen during a call with the following information:
    • UUID: the unique id of the call
    • Queue: queue name
    • Status of the call (connecting, talking, ended)
    • Customer info
    • Answer script
    • Disposition codes
    • Customer Fields

Note:

You can define where to show the pop-up, either in the Wallboard portal or the Bizphone Desktop app.

Answer script:

This is the initial welcome message that shows with the incoming calls popup and agents can use this message as the welcome message to the caller.

Demonstration: