Agent Settings

On the Agent Settings tab, you can configure the following:

•Enable Auditing - The Audited option allows you to configure the Contact Center server to record agent state changes in the Ivanti Voice database for historical reports. Agent audit settings can be configured:

•At the agent level on the Agent Properties dialog box, Agent Settings tab. Agent auditing is disabled by default for each agent.

•At the agent group level on the Agent Group Properties dialog box (refer to Create Agent Groups).

•System-wide on the Advanced Configuration page for the Contact Center server (refer to System-Wide Agent Settings).

The agent group setting overrides the system-wide setting and the agent setting overrides the agent group setting.

•Disable Agent - Use this option if you no longer want the Contact Center server to route calls to the agent but you do not want to lose the agent’s data.

•Specify Automatic WrapUp Timeout - After hanging up with a caller, the agent state switches automatically to the After-Call Work state, during which time the agent is unavailable to take calls while completing the after-call work related to the call. In the default configuration, the agent remains in the After-Call Work state until the agent manually switches to the Ready state; however, you can use the Agent WrapUp Timeout option to determine the maximum amount of time an agent can spend in the After-Call Work state. When the time expires, the server automatically switches the agent to the Ready state.

The Agent WrapUp Timeout can be configured:

•At the agent level on the Agent Properties dialog box, Agent Settings tab.

•At the agent group level on the Agent Group Properties dialog box (refer to Agent Groups).

•System-wide on the Advanced Configuration page for the Contact Center server (refer to System-Wide Agent Settings).

The agent group setting overrides the system-wide setting and the agent setting overrides the agent group setting.

•Require a Not Ready Reason - The Agent Dashboard enables agents to manually indicate when they are in the Ready state (i.e., available to handle calls) or the Not Ready state. If an agent switches to the Not Ready state, the Agent Dashboard allows the agent to select a predefined Not Ready reason.

You can make it mandatory to indicate a Not Ready reason. You can also set the Initial Agent Status, and if the status is set to Not Ready, you can specify a default Not Ready reason. This can be done:

•At the agent level on the Agent Properties dialog box, Agent Settings tab.

•At the agent group level on the Agent Group Properties dialog box (refer to Create Agent Groups).

•System-wide on the Advanced Configuration page for the Contact Center server (refer to System-Wide Agent Settings).

To Configure Agent Settings:

  1. Click the Agent ID link on the Agents page. The Agent Properties dialog box opens to the Agent Settings tab.
  2. To move an agent to a different group, select that group from the Group drop-down list.
  3. In the Audited field, specify if you want to record agent state changes in the Ivanti Voice database for historical reports:

    •No - Select this option to disable auditing for this agent.

    •Yes - Select this option to enable auditing for this agent.

    •Use group defined - Use the Audit Group Agents option defined for the agent group to which this agent belongs (refer to Create Agent Groups).

  1. To disable the agent, select the Disabled check box.
  2. Specify the automatic WrapUp Timeout for an agent:

    •Use group defined - Use the WrapUp Timeout defined for the agent group to which this agent belongs (refer to Create Agent Groups).

    •Use agent defined - Use the WrapUp Timeout defined for this agent; the time frame (in seconds) is specified in the Seconds field .

    •Disable - No limit on the WrapUp Timeout is imposed; the agent remains in the After-Call Work state until manually switching to the Ready state.

  1. If you selected Use agent defined in the WrapUp Timeout field, specify in the Seconds field the maximum amount of time the agent can spend in the After-Call Work state.
  2. Specify if agent must indicate a Not Ready reason when switching to the Not Ready state:

    •Use group defined - Use the Not Ready Reasons Are Required defined for the agent group to which this agent belongs (refer to Create Agent Groups).

    •Required - The agent must indicate a Not Ready reason when switching to the Not Ready state.

    •Not Required - The agent does not need to indicate a Not Ready reason when switching to the Not Ready state.

  1. Specify the initial agent status upon login:

    •Use group defined - Use the Initial Agent Status defined for the agent group to which this agent belongs (refer to Create Agent Groups).

    •Ready - Upon login, the agent status will be set to Ready.

    •Not Ready - Upon login, the agent status will be set to Not Ready.

  1. If you set the Initial Agent Status to Not Ready, you can specify the Not Ready reason default (if you created additional Not Ready reasons, or made changes to the names of the default reasons, they will appear in the list of options):

    •Use group defined - Use the Initial Not Ready Reason defined for the agent group to which this agent belongs (refer to Create Agent Groups).

    •<no reason>

    •Lunch

    •Break

    •Meeting

    •Away from Desk

  2. Click OK or click the Agent skills tab to configure the skills for this agent (refer to Agent Skills for details).
  3. If you click OK, the Agent Properties dialog box closes. Click the Commit Changes button to enact the change.