Page Comparison

• (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 center

  the first section - Configuring Contact Center. Click to learn

  more

  more  about other sections, call queues or inactive reasons.

• (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. 

NOTE: If an agent's Inactive status exceeds the configuration time, their status is set to Offline automatically. The agent will remain logged in.

• (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 up

  is 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 Agent.

   - By checking this box, Agents will be automatically set to inactive status if they do not answer a call that is presented to them (resulting in the call cascading to the next Agent). This will prevent additional calls from being presented to that 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 again.

•  - 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 language

  This 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 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 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 get 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.

• (M

  . This 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) Callbacks toggle switch - Click to turn CallPotential's callback feature on. When this is enabled, callers will have the opportunity to press 8 to request a call back instead of waiting on hold. When an Agent becomes available, in whatever CallBack Queue (K) has been selected, the callback will be presented to the Agent and the system will connect them to the original caller. When the callback feature is switched off, users will not have that option and (K) & (L) will not appear.
  NOTE: If utilizing the callback feature, you will need to ensure your hold music/message uploaded for the Queue includes instructions to press 8 for a callback. This is how your callers will know this is an option.

• (K) Callback Queue dropdown - Select which queue (group of Agents) you would like callback calls presented. Most users set this to Same as Inbound Call. If your queues are organized around language, it's very important to use Same as Inbound Call to ensure a callback is made in the proper language.

• (L) Callback Expiration Time - Set the amount of time a callback event will remain in the (K) Callback Queue before it is canceled (if an Agent does not accept the callback event).

• (M) Always display to live agents - When this is selected, live Agents assigned to the Callback queue will always be presented with Callback tasks. Note: This is your default setting meaning if you don't adjust anything, live Agents will always be presented with Callback tasks.

• (N) Only display to live agents from - This allows an administrator to set a window of time that callbacks will be presented to Agents at an account level. Enter the "start" and "end" time in UTC which allows these times to be applicable to all your locations. Outside of the time window, all currently active callbacks will remain in the queue and wait until your indicated start time to resume. Note: Both a "start" and "end" time need to be entered for this feature to work.

• (O) Select Hold Music - We allow you to customize the music played when callers are placed on hold by CallPotential users. You can click this menu to view and select from your available options. To upload new music from your computer, refer to (R). Note: Default music will automatically be played if no customization is made.

• (P) Preview Your Selected Music - Click here to preview the music that will be played.

• (Q) Download Your Selected Music - Click this downward arrow to save the selected music, shown in (O), to your computer.

• (R) Upload New Music - You are able to upload a new audio file that can then be selected and played for customers by either dragging the file over this green area or clicking this to open your computer's files and selecting a file. Once the music has been uploaded, you will need to select it in (O). Note: The file must be in an mp3 format and under 8MB in size.

• (S) Hide "Agent Status & Performance" section and "Open Call Center Dashboard" link from agents - When this is enabled Agents are restricted from seeing the in-app Agent Status & Performance Dashboard and the link to access the Call Center Dashboard. Note: We do not recommend hiding as this can provide valuable insight to agents and assist with ensuring adequate coverage.

• (T) Hide "Open Call Center Dashboard" link from non-admins - Check this to hide the Call Center Dashboard link from everyone except system administrators.

• (U) Save - Click to save your updates to the Contact Center.