Download Contact Center 4.66 Administrator Guide

Configuring Groups
Chapter 4: The Administration Application
To open the Group Details configuration screen:
Step 1 Click the Groups button in the Toolbar of the main application window.
Step 2 Click the Details tab in the tabs area. The Groups Details configuration tab is
displayed.
The Details tab displays the following options:
•
Name: A unique name for the group.
•
Number: A unique number for the group.
The Group Number is a virtual DN used by the Director to identify the group. This
DN must be unique throughout the PBX numbering plan
•
Capabilities area: Use this area to set the type of contacts, such as e-mail, chat, etc.,
that the group can handle.
Any enabled capability, requires a proper license in order to login to this group.
Any agent who logs into this group will decrease the available licenses of this
capability by one. The number of licenses of each capability may be view in the
system There is no way to view the number of currently uses licenses of each
capability
— E-Mail only: Clicking this option allows the group to receive e-mail contacts
only. To define the group for e-mail, check the E mail Only checkbox. This
option is only available in Enterprise Contact Center.
A group that only handles e-mail calls may now be an e-mail IRN destination
only
— Other capabilities: Clicking this option disables the E-Mail option and allows
usage of Chat, Callback, and Dial-Lists.
Z
Chat: Select Chat if the group is capable of handling chat calls. If this
checkbox is selected, each agent that logs into this group requires a license
for handling chat calls.
Z
Callback: Select Callback if the group is capable of handling outbound
callback calls. If this checkbox is selected, each agent that logs into this
group requires a license for handling outbound callback calls
Z
Dial list: Select Dial list if the group is capable of handling outbound Dial
list calls. If this checkbox is selected, each agent that logs into this group
requires a license for handling outbound Dial list calls.
This option is only available in Enterprise Contact Center.
•
Statistical parameters area: The Statistical section of the Group Details window
enables you to configure various time interval parameters that are relevant to the
monitoring of calls in the Contact Center system for the selected group:
— Short Call threshold: A number representing the number of seconds after which
a call must end, designated as a short call in the Contact Center Reports
— Target ASA: Target Average Speed of Answer. The amount of time (in seconds)
that should elapse between the moment a call is received to when it is
answered. This parameter is used to calculate the group’s Target Service Factor
(TSF)
— Max ACD Call Time: A number representing the number of seconds that a call
must exceed to be counted as a long call.
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