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 ACE 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
- which services you have the access rights to, and are logged in to,
- which queues/waiting lists you have the skills for and are logged in to,
- which work level you are logged in to.
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.
Services and queues in custom work levels
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
- Media Telephony, email, or chat
- Direction Incoming or outgoing
- Distribution Queue or waiting list, or dialer for dialer campaign
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 enquiry
Global 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 ACE. 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 ACE.
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.
Icon indicates basic work level
The administrator can create custom work levels, from the company’s requirements. You can e.g. find custom work levels, where
- global queues will not be handled,
- more than one media channel is included,
- the agents shall only e.g. call the callback records they have in their respective personal queue or waiting list.
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 ACE 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 .