This guide covers the various configuration settings for your DIY Contact Center. These settings affect how calls are presented to Agents and the information that is available to various users.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
Access
- (A) Settings icon - As an administrator in CallPotential, you have access to system configurations by clicking this icon.
- (B) Contact Center Configuration - Clicking this provides you access to all of the communication channel various Contact Center settings. This guide focuses exclusively on configuring the contact centerthe first section - Configuring Contact Center. Click to learn more more about other sections, call queues or inactive reasons.
Configuring the Contact Center
- (C) Agent Inactivity Timeout - Enter how long before an Agent gets automatically logged out while being inactive in the system. Setting a reasonable amount of time can 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 This will assist when agents forgot to log out at the end of their shift and prevent callers from waiting on hold if an Agent ended their shift but forgot to log out.no agent is actually available.
- (D) Agent Cool-down - The Enter the length of time you would like for 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 of time 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. After ending a call, the system automatically puts agents in Cool-Down status making them unavailable to accept calls. The Cool-Down period allows agents time for a short break or to complete any notes/tasks related to the call. Once the designated Cool-Down period is over, the agent will automatically be returned to ready status.
- (E) Cascade Timeout - 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 upis presented to the next available agent. The default setting, and our recommended best practice, is 15 seconds.
- (F) Set inactive after cascading checkbox - Typically, 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 Agentby checking this box, agents will be automatically set to inactive status if they do not answer a call that is presented to them (the call cascades). This will prevent additional calls from being presented to an agent who may not be available but failed to update their status. This requires agents to set themselves back to Ready status to begin accepting calls again.
- (G) Set inactive after call reject checkbox - We recommend enabling this feature by checking the box. When an Agent clicks the Reject button in the call notification, the call continues to its 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 because those rejected calls will immediately be presented to the same Agent By checking this box, agents will be automatically be set to inactive status if they Reject a call. This requires agents to set themselves back to Ready status to begin accepting calls again.
- (H) Hide Queue Name on the inbound call notification checkbox - Check 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 categorized by things like languageThis is NOT recommended and can cause issues if you have queues for different languages. Queue information can be very helpful to agents. This setting is only intended if you have concerns about agents selectively accepting calls based on Queue (for example, sales vs service calls).
- (I) Hide Caller Type on the inbound call notification alert checkbox - Check this box if you want to remove the caller type (Lead, Customer or Previous Customer) from the call notification. Removing the caller type is designed to prevent 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 enablingThis is NOT recommended as this info can be helpful to agents. This setting is only intended if you have concerns about agents selectively accepting calls based on type (for example, Lead vs Customer calls).
- (J) Hide Agent Widget and Call Center Dashboard from agents checkbox - The Agent widget provides general Agent status information and the Call Center Dashboard provides real-time, detailed information of all Agents and Queues. Checking this box hides both of those from the Agent dashboard. This is not NOT something we recommend enabling since knowing the status of other Agents can help users judge the best time to take a breakas Agent status can be useful in determining a good time for break or lunch.
- (K) Hide Call Center Dashboard from non-admin or managers checkbox - Checking this box hides the same information discussed in (J) but from other users who have a non-administrator or manager role . We also recommend not enabling this feature. in your account
- (L) Callback Queue dropdown - If you have callbacks enabled, they get presented to Agents in a similar call notification as a traditional call. Click this dropdown to select which queue a callback will appear. offer a callback option while callers are on hold, select which queue (group of agents) you would like callback calls presents to. Most users set this to Same as Inbound Call. If your queues are organized around language, we suggest leaving this as it's very important to use Same as Inbound Call since a Spanish caller may end up talking with a non-Spanish speaking Agentto ensure a callback is made in the proper language.
Save Your Configurations
- (M) Save - Click to save your updates to the Contact Center.
