Up to 1, 000 Disposition Codes can be defined in an Enterprise. Administrators create or enable a set of Disposition codes for use within an Enterprise or a Call Center. Disposition Codes are completely customizable. This allows calls to be tagged in reports to track the result of promotions, the result of calls, the purpose of calls, or other items. Available on Seat Type: Standard or Premiumĭisposition Codes: Disposition codes can be applied to call center calls during the call and at wrap-up. Configurable options exist for the following: Allow agents to receive a new ACD call when they are in wrap-up state, Set automatic wrap-up duration time, Set maximum Wrap-up duration time for agents in a Call Center. They may transition to this state automatically at the completion of an ACD call, or manually via the Call Center Client. Wrap-Up ACD State: Wrap-up ACD State: Agents use the Wrap-up ACD state for post ACD call work. Note: This feature is generally used in an informal call center environment and allows the agent to distinguish between direct inbound calls and ACD calls from a few different queues. There are 4 different ring patterns that can be assigned. Available on Seat Type: Standard or Premiumĭistinctive Ringing: When enabled, a distinctive ring pattern is played to the phone device when an ACD call is delivered or when an ACD call is force delivered (Auto Answer Enabled) to the agent. Note: Unique Unavailable Codes can be created and applied to each condition when this feature is triggered. The following 3 conditions can be individually enabled to force the Agent to change ACD state to Unavailable: The agent is making or receiving a personal call (Premium Only), The agent is enabling the Do Not Disturb (DND) service, The agent has not answered a specified number of incoming ACD calls (bounced calls). Available on Seat Type: Standard or Premiumįorced Unavailability Codes: An Agent Default Setting policy that, when enabled, forces transition of a Call Center agent from Available/Wrap-up to Unavailable status.
#Callcenter agent code#
Note: Agents can be forced to select an unavailable code, with a default Unavailable code applied when one is not selected. Up to 1000 Unavailable Codes can be defined in an Enterprise. Administrators create or enable a set of Unavailable codes for use within an Enterprise or a Call Center. Unavailable codes are completely customizable. Unavailable Codes: The Unavailable ACD state can be extended to include codes showing the reason the Agent is Unavailable. Available on Seat Type: Standard or Premium
The ACD state applies to all Call Centers to which they are joined. An Agent is considered idle and available to receive an ACD call if they are in the Available state and their line state is on-hook (assuming they do not have Call Waiting enabled and have not enabled calls during Wrap-up state). Set ACD States: Agents can configure the following ACD states, sign-in, available, unavailable, wrap-up, sign-out. This is generally used when an agent needs to temporarily join a queue when call volumes are higher than normal.
Agents may be allowed to set their join status or an Administrator can configure and lock their join status. Agents can join any number of Call Centers, using either the Web Portal or the Call Center Client. If they are joined their ACD state and Line State are used to determine if/when they receive a call. If they are not joined they are not considered active in the Call Center. Join Call Centers: Agents assigned to Call Centers must Join the Call Center to be considered in the call distribution process. This is not designed to support post call work. Designed to prevent a new ACD call from being presented to the agent immediately after they end the previous call. Guard Timer: An Agent Default Setting that, when enabled, delays the delivery of a new ACD call until the timer expires.
Voyant Connect For Desktop 22.7.5 and 22.5.3Ĭall Center Agent Features What Features Are Available to Call Center Agents and Which Seat Type Do I Need? Softphone, Messaging, and Collaboration Clients
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