Set up agent timer profiles

Dette emne er fortrinsvis for administratorer og/eller folk som bestyrer en Zylinc-løsning

Kun slutbruger-hjælpen er for tiden oversat til dansk. Hjælp til administration af Zylinc-løsninger er for tiden på engelsk.

Agent timer profiles determine time-related agent settings, for example how long to wait for the agent to answer a call before Novus should consider the agent unreachable.

You set up agent time profiles separately from the actual agent setup. Then you can refer to the agent time profile from the configuration of each agent that should use it. The benefit of that is that you can reuse an agent timer profile across many agents, so that you don't have to specify the same settings again and again if you set up multiple agents that should have similar settings.

This is how you set up an agent timer profile:

1. Log in to your Novus Configuration Manager, and, in the Contact center and PBX configuration section, select Agent timers.

2. Click Create new, or click Edit next to the name of an existing agent timer profile.

3. Specify these settings:

   • Agent unreachable timeout: Determines the period of time that agents can be in unavailable status before the Unreachable action is applied. This can happen either because the agent didn't answer a call in offer mode, or because a call has been in a queue for longer than allowed.

   • Unreachable action: Determines what should happen to agents after the Agent unreachable timeout. They can either be disconnected or returned to available status.

   • Outbound wrapup duration: Wrapup is a short amount of time after an agent has handled a call. During the wrapup, the agent doesn't receive any new calls. That gives the agent time to finish administrative work after they end calls.

     Wrapup time between incoming calls are handled as part of the queue configuration, but agents may also need wrapup time when they've made outgoing calls. This setting determines just that: how long a wrapup time agents should have after having made an outgoing call.

   • Wrapup time override: Wrapup time between incoming calls are handled as part of the queue configuration. With this setting you can give agents, who have the agent time profile assigned, a longer wrapup time.

     Novus only applies the wrapup time override if it is actually longer than the wrapup time specified in the queue configuration. If agents work on multiple queues that have different wrapup times, that can explain if the wrapup time override is applied for agents on some queues, but not on other queues.

   • Agent invite timeout: Determines the amount of time that an agent has available to answer calls when their physical phone device begins to ring. If agents who work in the Web Agent use the browser's built-in audio feature (WebRTC) as their softphone, this setting doesn't apply.

   • Dial timeout: Determines how long an agent is allowed to wait for people to answer when the agent makes outgoing calls. If this is set to, for example, 00:01:00, the agent's outgoing calls will automatically end if the person they've called hasn't answered within one minute.

   • Transfer timeout: Determines how long unattended transfers (also known ad blind transfers or cold transfers) made by agents will wait to be answered before they're returned to the queue.

4. When you're ready, click Save.

You now have an agent timer profile that you can refer to when you set up the individual agents. A single agent timer profile may well be all that you need, but remember that you can set up multiple agent timer profiles if required.

Related: Set up agents