Do you have a large group of skills that can be assigned to each of your agents? 

Have you spent more minutes than you can afford adding agents to your TM-2000 system?

I have good news for you!  You are now able to copy an agent's profile to an entirely new agent.  What does this mean for you?  Well in the v2.0 agent module each agent and his or her skills had to be added one at a time which would become very time consuming.  In the newest version of the agent module (v3.0), TM-2000 Admins will be able to choose an agent who already has all of the skills or even create a "template" profile and choose the 'Copy' option on the menu and VIOLA! you have just done in less than 20 secs what could have taken many minutes in the v2.0 agent module.

 To use this new feature choose 'Agent' on the Agent Module menu then choose 'Edit Agent Names and Skills'.  You will get the edit form:

Choose the agent that you would like to copy, then Click on the 'Copy' button.

You will then be able to add the agent's display name and log on information.  This new form will also remind you who you are copying.

Now go and Copy!

On June the 1st, a new feature was added to the 2.0 and 3.0 versions of the agent module.  The feature added a new column to the Skills View of the expanded and non-expanded Agent Module Forms.  The new column is named the 'Required' (Rqd) column.  This new column, which is available only to TM-2000 Administrators, will allow those administrators to know how many agents are "required" to be available at the current time based on the current call volume.  The method used to calculate this number comes from ErlangC and its relevance to using mathematical equations to help call center administrators staff their agencies appropriately.

Please see the screen shots below of the column:

You will notice that the 'Required' column is placed directly after the 'Available' (Avail) column, and that the number will turn red if it is higher than the number of agents that are available.  This calculation takes into account all agents that are set to 'Available' even if they are currently on the phone, or not ready.