This is an old revision of the document!

====== Agent Group ====== On the left menu, account and permission -->agent to open the agent management page. In the real cases, an agent cannot handle one job alone, so we make an agent group as a unit. We put agents with the same job to one group, and one agent can belong to many groups. {{:en:module_manual:user:agent_group_page.jpg?796|Agent Group}} =====Add agent group===== Click Add {{:en:module_manual:user:agent_group_add.jpg|Add Agent Group}} ====Mandatory fields==== * **Name：**name this group * **Team：**to which team this group belongs, and only the agents in that team can be added to the group. ====Optional fields==== * **Agents in group：**【Add agents】to edit the agents in this group. * **Queue：** inbound group needs to set a queue, thus, the customers can call into this group. Similarly, the outbound group need a queue too. We will give more information about queue in the next chapter. * **Portal：**you can customize business interface shown on the agent working screen ( it can tell the agent working time, left tasks, who has been recently contacted...), here enter the URL of this page. If leave this blank, then the agent's screen will show nothing. Here, the system offers a default pattern. * **Login information：** whether to send agent numberm, password or other login information to the other embedded CRM system. * **Work way：** * All: all agents in the group can make inbound and outbound calls. * Self-selection: agents within this group can selece the working way for herself. * Dialin-only：agents can only receive calls and cannot place calls. * Dialout-only：agents can only make calls and cannot receive calls. * **Outbound：** (Allowed, Not Allowed) If agent is allowed to make outbound calls (except for numbers in campaign), when it's Not Allowed, agent is only able to dial numbers in his contact history <note warning> If agent is working for a campaign, he could dial all the numbers in the campaign even it's "Not Allowed"</note> * **CF External：** Set to Yes if agents are allowed to consult an external number, Set to No if agents are only allowed to consult other agents * **ACW：** After call work, means when an agent finishes a call, it will automatically enter ACW status, while the group he belongs will not give him any call. The agent can deal with data during this time before he turns into idle status. * Disabled: it won't enter ACW automatically. * Ring: regardless of whether get through, it enters ACW after ring. * Answered: it only enters ACW when the call is answered. * Optional： Agent could change his ACW policy * **默认显示呼入中心：** 设定为是时, 该坐席组内坐席登陆后会默认将虚拟办公室所对应的默认页面打开，此功能仅当该坐席组进行虚拟呼叫中心的呼入任务时有用。 * **说 明：**用于记录坐席组备注 错误通话数据处理，由于线路问题和一些不可抗力的因素，偶尔会造成通话信号数据出错，影响坐席正常的工作。所以我们要人工的删除掉这些错误数据。勾选代表坐席有权利自行删除自己的错误数据，不够选则需要组管理员帮其删除或者由团队管理员在后台进行删除。 <note tip> * 静态+在线：默认坐席为永久签入状态，但是必须得在线工作。 * 静态+离线：默认坐席为永久签入状态，允许其离线工作。 * 动态+在线：需要自行签入签出，必须在线工作。 * 动态+离线：需自行签入签出，允许离线工作。 </note> 资料填写完毕后，点击保存按钮，对坐席组进行保存。 =====编辑坐席组===== 在坐席组管理页面我们可以看到我们新增加的坐席组数据，双击它，可对其进行编辑修改。 {{:en:module_manual:user:agent_group_edit.jpg|Edit Agent Group}} * 【编辑坐席】按钮，和添加坐席组时使用的【添加坐席】按钮功能相同，操作也相同，都是将坐席移除或添加到该组。 {{:en:module_manual:user:agent_group_addAgent.jpg|Add Agent For Group}} <note tip> 点击按钮后，弹出上图所示界面，左侧为可选坐席，代表可以把这些坐席加入到这个新建的组中。 左侧分为两个,蓝色框内的坐席表示未被任何坐席组选择过的坐席,绿色框内的坐席表示未被当前坐席组选择过的所有坐席 右侧代表要加入或者组内已有的坐席。 在坐席工号前打勾，便可按红线所示的流程将坐席移入该组。 设置完成后，点击保存按钮，来保存你的操作。</note> 勾选组管理员选项，将任命此坐席为该组管理员,在左侧找到我们刚建好的坐席，在坐席工号前打勾，然后点击右移移到右侧后，点击保存。成功后，会看到系统提示消息 <note important> Group has the following privileges by default * get rid of error calls * live monitor * spy, barge-in, whisper ... * predictive dialer controler (need campaign and dialer module) </note> * [Agents in Group] click the button, it will go to User -> Agents, list all the agents in this group. {{:en:module_manual:user:agent_group_agentInGroup.jpg?796|Agent In Group}} =====Apply Changes===== When some changes are made, you will see a yellow bar on the top, means you need to apply the changes to the system. {{:en:module_manual:user:agent_group_reload.jpg|Queue Reload Tip}} Click the bar, you will see "Reload Success", which means the setting is applied. {{:en:module_manual:user:agent_group_success.jpg|Reload Success}}