Agent management applications

Owned by Product Knowledge
Last updated: Aug 05, 2024
4 min read

What’s about

This group of blocks allow to manage the Agents' status: 

  • add an agent to all the queues he belongs to (Login)

  • remove agents to all the queues he belongs to (Logout)

  • pause agents on all the queues he belongs to (Pause)

  • end pause agent on all the queues he belongs to (End Pause)

This group of blocks can be used in an IVR to manage the queue status of the Agents who use external phones (softphones, hard phones or mobile phones) instead of (or blended with) the traditional Phonebar or the WebRTC bar Agents. 

Login

This box allows to add an agent to all the queues he belongs to.

image-20240530-135444.png

 

To find the Agent's queues, you need to set the column where the script must search the caller number.

  • Label: here you can type a short description of the box

  • Find by, which specifies if the caller number should be found as an:

    • Internal (as specified in the Agent profile as internal number)

    • Phone (as specified in the Agent profile as phone)

    • Mobile (as specified in the Agent profile as mobile)

Exit Arrows

For this box you must create two exit arrows using the following values:

  • success: the agent has been successfully logged into his queues

  • failure: the agent has not been successfully logged into his queues (e.g.: agent is not found or for maximum number of agents logged exceeded)

Pause

This box allows to pause an agent on all the queues he belongs to.

 

To find the Agent's queues, you need to set the column where the script must search the caller number.

  • Label: here you can type a short description of the box

  • Find by, which specifies if the caller number should be found as an:

    • Internal (as specified in the Agent profile as internal number)

    • Phone (as specified in the Agent profile as phone)

    • Mobile (as specified in the Agent profile as mobile)

  • Pause type:

    • default none

    • any pause type available on the server

Exit Arrows

For this box you must create two exit arrows using the following values:

  • success: the agent has been successfully paused to his queues

  • failure: the agent has not been successfully paused to his queues (e.g.: agent is not found)

End Pause

This box allows to end the pause of an agent to all the queues he belongs to.

 

To find the Agent's queues, you need to set the column where the script must search the caller number.

  • Label: here you can type a short description of the box

  • Find by, which specifies if the caller number should be found as an:

    • Internal (as specified in the Agent profile as internal number)

    • Phone (as specified in the Agent profile as phone)

    • Mobile (as specified in the Agent profile as mobile)

Exit Arrows

For this box you must create two exit arrows using the following values:

  • success: the agent has been successfully ended to be in pause on his queues

  • failure: the agent has not been successfully ended to be in pause on his queues (e.g.: agent is not found)

Logout

This box allows to log out an agent to all the queues he belongs to.

 

To find the Agent's queues, you need to set the column where the script must search the caller number.

  • Label: here you can type a short description of the box

  • Find by, which specifies if the caller number should be found as an:

    • Internal (as specified in the Agent profile as internal number)

    • Phone (as specified in the Agent profile as phone)

    • Mobile (as specified in the Agent profile as mobile)

Exit Arrows

 For this box you must create two exit arrows using the following values:

  • success: the agent has been successfully logged out from all the queues he belongs to

  • failure: the agent has not been successfully logged out from all the queues he belongs to (e.g.: agent is not found)

Agent Management IVR Project Blocks

You can use the Agent Management section in IVR blocks to manage the Agents' status: 

 

 

  • add agent to all the queues he belongs to (Login)

  • remove agents to all the queues he belongs to (Logout)

  • pause agents on all the queues he belongs to (Pause)

  • end pause agent on all the queues he belongs to (End Pause)

This group of blocks can be used in an IVR in order to manage the queue status of the Agents who use external phones (soft phones, hard phones or mobile phones) instead of (or blended with) the traditional Phonebar or the WebRTC bar Agents. 

You can find a sample IVR Project on your XCALLY Motion installation, which is quite ready-to-use and can be further refined according your needs:

Let's see how it works:

  1. the Agent calls a specific number from any device (mobile, telephone) belonging to him and which has been specified in his profile (edit/modify an agent)

  2. the Agent enters the IVR and is asked to insert the number corresponding to his choice (Login/Logout/Pause/Unpause)

  3. the remote Agent from now on is managed as one of the local Agents, receiving calls (unless he is in pause) until a log out action is required (repeating the step.1)

If the number used to call the IVR is not recognized, the system plays a failure message. 

Remember to set the Agent Phone type in the Project blocks as Internal, Mobile or Phone.

The Playback files used by this sample IVR are on your XCALLY Motion server: you may need to link them to each block if you are not installing the system from scratch but only updating an existing installation (their ID numbers vary from one server to the other). You find these audio files in the Tools-Sounds section.

 

 

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