This guide covers various DIY Contact Center settings. Edits made to this area of the system can affect how calls are presented in the call notification, whether the dashboard is viewable to users and how Agents’ status categories work. Agents use call notification information to learn about a caller before answering a call and dashboard information to gain greater insight into the entire contact center.
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 settings. This guide focuses exclusively on configuring the contact center. Click to learn more about call queues or inactive reasons.
Configuring the Contact Center
- (C) Agent Inactivity Timeout - Enter how long before an Agent gets 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 prevent callers from waiting on hold if an Agent ended their shift but forgot to log out.
- (D) Agent Cool-down - 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.
- (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. 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.
- (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.
- (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.
- (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 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.
Save Your Configuration
- (M) Save - Click to save your updates to the Contact Center.
