Have you ever wanted to IM a coworker, Change your Status, and Launch your Internet Browser all at the same time from inside your ACD Agent Module? Well now you can!

Custom Macro Trees

Much like Global Hotkeys, the Macro Tree is brought up by a combination of keyboard presses. For example, Pressing Ctrl + 1 launches a Macro Tree like this:

 The Title of this Macro Tree is "Connect to a Customer" and has a few different Sub-Menus: VPNs, Direct Connect, and Listen. Using the keyboard to navigate through the menus, one can select different actions. An Menu can have multiple submenus underneath. For example:

Once the Action has been selected it can have multiple commands embeded in the Action. A quick look at the code will better explain this idea:

<MacroTree ordinal="3">
		<Settings>
			<Size>100x100</Size>
			<Header>Custom Macro Trees are Awesome</Header>
		</Settings>
		<Contents>
			<SubMenu name="Food" color="Green">
				<Settings>
					<Size>100x100</Size>
				</Settings>
				<Action name="Lunch Restaurant">
					<Command name="IM">
						<Argument>Lunch in 5, send your orders!</Argument>
						<Argument>SKILL</Argument>
						<Argument>Emergency Support</Argument>
					</Command>
					<Command name="Status">
						<Argument>Out To Lunch</Argument>
					</Command>
				</Action>
				<Action name="Snack Time">
					<Command name="IM">
						<Argument>Snack run in 5 pay up!</Argument>
						<Argument>SKILL</Argument>
						<Argument>Emergency Support</Argument>
					</Command>
					<Command name="Status">
						<Argument>Out To Lunch</Argument>
					</Command>
				</Action>
			</SubMenu>

All of this information is stored in C:\Tmetrics\TMIACDAgentModule_v3.0\MacroTree.xml (where C:\ is your root directory). Each <SubMenu> has multiple <Action> tags, which are made up of different <Command> tags. <Command> tags can also be passed <Argument> tags.

Custom Macro Trees are completely customizable to your organization. One particularly powerful feature is the the <Command nam="Shell"> command. With this command you can launch any program just like you would from a Windows Command Prompt. 

If you are interested in setting up Macro Trees, let us know and we'll be glad to work with you to develop Custom Macro Trees for you!  

Note: This feature requires Agent Module v3.0 with a version date of 24 Aug 11 or later. It also requires that the T-Metrics Namespace Ultilies DLL be dated version 24 Aug 11 or later.

Agent tagging allows users to follow the actions of selected agents with bubble forms. Specifically, these activities include change in position status, change in phone state, and threshold crossing.

Settings for Agent Tagging are very straight forward and can be found in Edit -> Settings -> Bubble Forms. First, choose the individual you would like to  tag, then you can choose among the actions “Changes Position Status”, “Changes Phone State”, and/or “Crosses a Threshold”. Users can choose as many or as few actions as they please.

To quickly change these settings, you may click on an agent and the button Check All if you would like to be notified of all of this agent’s actions or Check None if you no longer wish to be notified for this agent.

Clear Tagging for All Agents allows the user to clear all settings that are currently in place for agent tagging.

The action “Crosses a Threshold” refers to an agent spending more than the allotted time in a certain phone state or position status. The assigned timeframe is set by an administrator in the controller for each skill and position status.

New Major Release of the ACD Agent Module Available March 1, 2011

T-Metrics is happy to announce a new release of the v3.0 ACD Agent Module.  The update includes bugfixes, usability updates, and brand new features from six months of rigorous development.  This release has not been approved for DoD use.  Official patch notes can be found at the end of this post.

How to Upgrade

Upgrading can be achieved through one of the methods listed below.  Administrative rights are required to perform the update.  If presented with a warning during install, please contact your System Admin to complete the update.

1. Click Help -> Check for Updates from your Agent Module.  This will automatically download and install the latest version.  This feature may not work in all locations due to network restrictions.  If you receive an error regarding an incorrect username/password, please contact T-Metrics.
2. Download the latest patch from our website at http://www.tmetrics.com/support.  
   

T-Metrics ACD Agent Version 11.2.11.0 Patch Notes

• Interface Changes
  • Additions
    • Added this patch notes form, for users to be able to see changes in the software.
    • A new Options form has been added to more easily change user settings.
    • A system tray icon is now avialable for critical controls in the Agent Module.
    • Bubble Forms have been added to the Agent Module as a means of user notification.
    • Sending a group message now provides a confirmation box that the message was sent.
  • Modifications
    • If users so choose (in Options), the Enter key may now be used to submit Activity Items.
    • Trouble reports now require users to provide either an e-mail address or a phone number.
    • Icons on the main form now return tool tips explaining their meanings.
    • The Escape key now closes Instant Message forms.
    • The Delete button is no longer visible when editing weekday hours of operation.
    • The "RecordAllCalls" option has been removed. The Call Capture module will be used directly for call recordings.
    • The Activity Items and Routing Table forms are now re-sizable.
    • Agent Filters no longer persist between sessions.
  • Corrections
    • A typographical error was corrected on the "Show Agents With Skills" form.
    • The "Retrieve Previous Customer Callbacks" form will no longer cause a system failure if the "Get File" button is clicked when the list is empty.
    • Pressing F5 on an Instant Message form no longer clears the content. The context menu has also been disabled.
    • Corrected a problem whereby an Administrator may get a message stating that an added agent is a duplicate when they are not.
• Logical Changes
  • Additions
    • The Agent Module v3.0 is now compatible with the T-Metrics Phonegroups Console. The two applications will run in tandem and provide a more robust operator/agent experience.
  • Modifications
    • Made a small change to the way that Instant Message forms load which may have been causing forms to appear outside the visible scope of the user's monitor(s).
    • When using multiple Agent DNs, call recordings will now be broken out in separate recordings when the active appearance is changed mid-call.
  • Corrections
    • Under certain circumstances, agents who were not members of skillsets open 24/7 were not being logged out 10 minutes after their shift. This has been corrected.
    • Corrected some forms that were not centering on the screen correctly when opening.
    • The Informer 2.0 was causing a problem if it was opened by keyboard shortcut while not enabled - this has been corrected.
    • Various "invisible" errors have been addressed.

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!

     The T-Metrics Agent Module can display a wealth of information at any given time.  Not everyone wants to see the same information in the same way.  Customizing the Agent Module is incredibly easy and can be accomplished in a short amount of time.  There are a few different ways to customize including fonts, grid appearance, and Instant Message settings.  Setting each of these to personal preferences will increase productivity and add a level of comfort for the Agent.

     First, the font size, shape, and style can all be customized.  If you are like me, you like getting the most out of your workspace.  To accomplish this, the fonts can be reduced in size.  Regardless of the desired look, the font adjustment can be found by going to Edit -> Settings -> Grid Fonts.  Within this window, you can adjust the font, font style, and size.  Make sure to press "Apply" after a change to see it in action.  I prefer DejaVu Serif, Condensed, Size 9.  Remember that each computer may have different fonts available.  The default is Verdana, Bold, Size 9 in case you can't get back to default.

     The grid of information can be fully customized to meet your needs.  The grid shows all information regarding calls.  If there are particular fields you do not need, remove them with the "Manage Grid Columns" dialog.  Click on Edit -> Settings -> Manage Grid Columns.  On the left, you will see all the fields available.  Simply click on the field you wish to hide, and check "Hide Column" to remove it from your Agent Module.  If at any point you wish to return to the original settings, click "Restore Defaults" in the Grid Column window.

     Finally, the Instant Message behavior of the Agent Module can be customized.  If an audible alert is desired, click Edit -> Settings -> Play Sound on Instant Message.  This will sound an audible tone when receiving a new message.  Do you want the window to "pop" when receiving a new message?  Click on Edit -> Settings -> Pop Instant Message to Front to enable the popping feature.  Now, when a new message is received, the window will pop to the front for maximum notification.  To disable either of these features, select them again in the respective menus.

     Customizing the Agent Module will allow the Agent to feel more comfortable with the software.  Simple steps such as changing the font size and style can increase productivity.  Try these steps for customization and watch for an easier time with the software.