Page Comparison

• (A) Settings icon - Click to access all available administrative settings.

• As an administrator in CallPotential, you have access to system configurations by clicking this icon.
• (B) Contact Center Configuration - Click Clicking this provides you access to access all available Contact Center settings.

Voice

• all of the communication channel settings. This guide focuses exclusively on configuring the contact center. Click to learn more about <<call queues>> or <<inactive reasons>>.

• (C) Agent Inactivity Timeout - Adjust the Enter how long before an Agent gets logged out while being inactive in the system. Setting a reasonable amount of time an Agent can be inactive before they are logged out of the systemcan provide you extra security. For example, you may want to log an Agent out of the system after a certain period of time if they leave the computer unattended. Setting a reasonable amount of time can also prevent callers from waiting on hold if an Agent ended their shift but forgot to log out.
• (D) Agent Cool-down - Adjust the amount of time an Agent is in Cool-Down status before being placed back in Active status - The Cool-Down period happens immediately after an Agent ends a phone call. During this time, their call bar turns yellow and a timer appears counting down the amount you’ve indicated here. No calls will be presented to the Agent during this time so they can complete post-call tasks such as writing notes in the Lead or Customer card. Once the cooldown period is over, their call bar will return to blue and they will be available to make and receive calls again.
• (E) Cascade Timeout - Adjust the amount of time the call will ring an Agent before rolling to the next available Agent. - Enter how long an Agent has to answer before the call continues along the call route. When indicating the time, understand this is a balancing act. You need to make it long enough so that the Agent has enough time to answer the call but short enough so that the caller does not become frustrated and hang up. The default setting, and our recommended best practice, is 15 seconds. 
• (F) Set inactive after cascading cascading checkbox - Click to indicate if an Agent is automatically set to Inactive status after they reject a callTypically, you will want to check this box for dedicated Agents to become inactive when they don’t answer a call. This can be helpful if they didn’t select an inactive category when they’ve left their computer and can help your contact center run more efficiently by preventing future calls from ringing that Agent.

• (G) Set inactive after call reject checkbox - When checked, the Agent will be set to inactive status after they reject a call or callback task  We recommend enabling this feature by checking the box. When an Agent clicks the Reject button in the call notification, the call continues to the next step in the call route. If an Agent rejects one call, chances are they will need to reject the next call. This is also an important feature if there is just one active Agent in a call queue. For queues with just one Agent, rejected calls will immediately be presented to the same Agent again.
• (H) Hide Queue Name on the inbound call notification checkbox - When checked, the queue name is hidden on inbound call notificationsCheck this box if you want to remove the queue name from the call notification. Sometimes Agents are more inclined to take calls from sales queues rather than queues for existing customers. However, this is not something that we recommend enabling since it can ultimately impact a caller’s experience if queues are designated by things like language.
• (I) Hide Caller Type on the inbound call notification alert checkbox - When checked, Check this box if you want to remove the caller type is hidden on inbound call notifications.

• (J) Callback Queue dropdown - Select the call queue that callback tasks are placed.

• (M) New Call Queue - Click to open the New Call Queue popup window. Click here for more detailed information on how to create a new call queue. 

• (N) Search - As you enter to search by queue name, the list will narrow to display possible matches.

• (O) Active/Archived/All - Click to search by specific queue status. The list initially defaults to Active.
• (P) Archive checkbox - Click the specific queue you wish to archive. Click Archive (Q) to remove the queue from available options.
• (R) Edit - Click to edit the specific call queue.

• (S) Title - Edit the name of the call queue. This name will appear in lists and dropdowns. The queue name can include any character but cannot be the same as a previously used queue and cannot be blank.

• (T) Number of agents to ring - Indicate how many Agents the call will ring at the same time. 

• (U) Delay between agent calls - Indicate how long a call should be delayed in going to the next Agent in the call route if unanswered by the previous Agent.

• (V) Hold music dropdown - You can select from the client’s previously uploaded hold music files, if available. Click the Play icon (W) to listen to the music.
• (X) Notify caller of queue status checkbox - This will replace the hold music with a repeated announcement indicating what number the caller is in the queue.

• (Y) Assigned agents dropdown - Click to assign Agents to a specific queue.
• (Z) Upload hold music - There are 2 ways to upload new hold music. You may click and drag a mp3 audio file into the window or click the window to access your computer’s file system.
• (AA) Cancel - Clicking will exit you from the Edit Call Queue pop-up window and discard any changes made.
• (BB) Save - Click to save changes made to the call queue. Note: Save becomes enabled once all information has been entered.

• (Lead, Customer or Previous Customer) from the call notification. Having the caller type removed is designed to limit an Agent from picking and choosing which calls to answer in an effort to only accept calls that are from Leads. Just like (H), this is another feature we don’t recommend enabling.
• (J) Hide Agent Widget and Call Center Dashboard from agents checkbox - The Agent widget provides general Agent information and the Call Center Dashboard provides real-time, detailed information of all Agents and Queues. Checking this box hides both of those features from the Agent dashboard. This is not something we recommend enabling since knowing the status of other Agents can help users judge the best time to take a break.
• (K) Hide Call Center Dashboard from non-admin or managers checkbox - Checking this box hides the same information discussed in (J) but from users who have a non-administrator or manager role. We also recommend not enabling this feature. 
• (L) Callback Queue dropdown - If you have callbacks enabled, they are presented to Agents in a similar call notification as a traditional call. Click this dropdown to select which queue a callback will appear. If your queues are organized around language, we suggest leaving this as Same as Inbound Call since a Spanish caller may end up talking with a non-Spanish speaking Agent.