You will appreciate groups especially for shift work operation in call center and in the case of using multilingual operator teams. In the next section, you will learn how to manage and create such groups. Each operator must be assigned to at least one group to receive chats, calls or emails. To create a new group, click the “Add” button.

Group settings

A new group must first be named, until you can set other parameters. Below the group name setting, you can add so-called “Maximum ACW”. It is the maximum time for an operator to evaluate a session with a customer.

Operators themselves then add by checking the box next to the user list. You can add operators to the group or remove them at any time. () You edit their data with the icon and use the “New User” button to create a new one. </br> The other parameter is routing settings ofgroups, where you can specify how many sessions the operator can have at one point and how many customers can be in the queue at the same time.

There are 2 distict operator selection options:

  • To whole group - interaction is routed to all logged in operators in the group at once (including operators in away status).

  • By operator utilization - interaction is sequentially routed to operators according to priority setting (see Priority setting), until one operator accepts it.

When using "By operator utilization" you can add/remove and reorder the priorities yourself. See Priority setting section for more detailed overview of available priorities. </br>

Working hours and holidays

In this section you can set the time frame during which the package is to be active. If you do not set up any time frame, the package will behave according to the availability of your operators.

You can set hours for a group for a whole day, for a specific period or multiple separate segments (e.g. due to a lunch break) - using the “plus” icon at the edge of the line.

In the Holidays section, you can simply set the days on which your service will not be available. You can also set any time frame.

By using the “trash can” icon you can deactivate the group on the selected day.

Operator priority setting

Only relevant to "By operator utilization"

In the section you can disable/enable individual priority rules as well as reorder them. Rules with lower order will be used only when higher order rules fail to select a single operator.

List of priority rules:
Rule Description Editable
Number of currently assigned interactions Sum off all waiting and accepted sessions/emails Yes
Number of assigned interaction today Sum of all sessions/emails that were routed to the operator since today's midnight Yes
Number of accepted interaction today Sum of all sessions/email that the operator accepted since today's midnight Yes
Prefer last called operator Prefer the most recently contacted operator (if available) Yes
Random selection Operator with be selected randomly. This is always the last rule and cannot be changed No

Given the following setting:

  1. Prefer last called operator
  2. Number of currently assigned interactions
  3. Number of assigned interaction today
  4. Random selection (default system setting)
  • New client entered the queue.
  • Online operators are: Bob, Alice and Dan
  • Dan is currently speaking to another client
  • Bob has already resolved another interaction earlier in the morning
  • Alice has not had any clients today yet

Rule evalution with be as follows:

Rule Bob Alice Dan
Prefer last called operator 0 0 0
Number of currently assigned interactions 0 0 1
Number of assigned interaction today 1 0 1

The new client will be routed to Alice. The first 3 rules were sufficient to select a single operator. The fourth rule was not needed.

Overflow setting

Overflow setting can only be set according to the “By operator utilization” distribution setting.

  • Maximum time in the queue- If the client waits in the queue (not assigned to the operator) for longer than the defined time, the interaction is routed to the next group in the order (that meets the routing conditions).

  • Maximum time to accept- If the operator does not accept the client at a defined time, the client is routed to another operator within the group. Even after that the operator selected by the routing in the begining has a chance to accept the client.

Notice: If field settings (such as Maximum ACW , Maximum number of clients in the queue or other) are left empty, for the application it will be the same as an infinite value. For example, if you leave Max. number of clients in a queue without a specific value, customers will be routed to a group without any restrictions.

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