What you will be working with is decided when you choose a custom work level from a drop-down menu under the status field in CallGuide Agent’s main window.
Custom work levels are unique combinations of services and personal or global queues. Exactly which contacts you will get is ruled by
You can change your custom work level when you are in Paused or Ready status. You do this by clicking with your mouse on the work level you want to work with. You cannot change work level if you have a parked contact.
Changing from one custom work level to another means that you are, at the same time, logged in to/out from services, and global or personal queues.
Each service consists of a combination of
The 12 existing services are:
Incoming calls, queue
Incoming calls, waiting list
Callback, queue
Callback, waiting list
Campaign, preview queue
Campaign, preview waiting list
Campaign, dialer
Incoming email, queue
Incoming email, waiting list
Incoming chat, queue
Incoming chat, waiting list
Incoming telephony enquiryGlobal queues are called skill based, and contacts are routed from them to one of the agents best suited to service them, for example from what the customer selected in the IVR. Each global queue is connected to a service. There can be several queues for one service. The exception is the incoming telephony enquiry service that does not have any queues at all. Incoming telephony enquiry is calls from colleagues within CallGuide. An agent with access rights to all services, and the skills for all queues, can receive all kinds of contacts, including calls from colleagues, both within and outside CallGuide.
A personal queue/waiting list is created when you log in to a service. That is where you find the contacts routed to you personally.
An extension queue can be regarded as a service, but is a personal that is in reality connected to your telephony extension. It is consequently totally independent of work level and login to any services above.
The administrator can create custom work levels, from the company’s requirements. You can e.g. find custom work levels, where
Regardless of choice of custom work level, the agent will always be able to receive the calls made directly to his extension, Direct Inward Dialling calls, as described in section Direct Inward Dialling, as well as the calls queued by operators into the agent’s personal extension queue.
You can, if you have the access right to do so, log in to and out from services and queues, in the Work level support function. If you log in to or out from services, you will end up in your own agent unique custom work level.
Custom work levels are presented with the icons corresponding to the basic work levels
Private
Enquiry
Queue
The basic work levels are the ones ruling which kind of contacts you will get.
|
Private |
Enquiry |
Queue |
|---|---|---|
|
You are not logged in to any of the twelwe services but you have your personal extension queue. You receive:
|
You are only logged in to the Incoming telephony enquiry service. You receive: 1 - 4 as described for Private work level.
|
You are logged in to one or more services. You receive: 1 - 4 as described for Private work level.
|
The administrator then creates custom work levels tailored to your business. Custom work levels can have the same names as the basic work levels, but preferably names that better describe the services and type of queue included. This all depends on what the administrator has configured in CallGuide Admin Custom work levels, where the work levels can be named e.g. Backoffice, Emails waiting lists, or Personal Callback.
Which custom work levels you see depends on your access rights, the services included in each respective work level, and whether personal and/or global queues and/or waiting lists are to be handled. If you work with dialer campaigns, you may also see an automatically set work level as described in The agent side of agent blending with dialer and other media .