how to create and in-group

WebMaster
2019-07-07 18:57

Group ID - This is the short name of the inbound group, it is not editable after initial submission, must not contain any spaces and must be between 2 and 20 characters in length. 

Group Name - This is the description of the group, it must be between 2 and 30 characters in length. Cannot include dashes, plusses or spaces .

Group Color - This is the color that displays in the agent client app when a call comes in on this group. It must be between 2 and 7 characters long. If this is a hex color definition you must remember to put a # at the beginning of the string or the agent screen will not work properly. 

Queue Priority  - This setting is used to define the order in which the calls from this inbound group should be answered in relation to calls from other inbound groups. (THIS SHOULD ALWAYS BE SET TO (99 - Higher) )

Active - This determines whether this inbound group is available to take calls. If this is set to inactive then the After Hours Action will be used on any calls coming into it. 

Next Agent Call - 

     random - orders by the random update value in the live_agents table 
     oldest_call_start - orders by the last time an agent was sent a call. Results in agents receiving about the same number of calls           overall. 
     oldest_call_finish - orders by the last time an agent finished a call. AKA agent waiting longest receives first call. 
     oldest_inbound_call_start - orders by the last time an agent was sent an inbound call. Results in agents receiving about the               same number of calls overall. 
     oldest_inbound_call_finish - orders by the last time an agent finished an inbound call. AKA agent waiting longest receives first           call. 
     fewest_calls - orders by the number of calls received by an agent for that specific inbound group. Least calls first. 
     fewest_calls_campaign - orders by the number of calls received by an agent for the campaign. Least calls first. 
     longest_wait_time - orders by the amount of time agent has been actively waiting for a call. 
     ring_all - rings all available agents until one picks up the phone. 

Tags: in-group, Inbound
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