by Alex Johnson
6. October 2011 13:21
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.
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