Workforce Management
Allows you to manage settings that affect Agent Desktop and Supervisor Desktop.
Note: Be sure to select the correct site in the Settings Level field.
Control | Definition |
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Settings level | Identifies the client site where the workforce-management settings are applied. Depending on the site setup, the list may include business nnits and agent groups. |
Enable agents to log in as busy | Enables agents to log in to Agent Desktop when their status is busy upon login. |
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Agents always log in as busy. Note: Available only if the Enable agents to log in as busy check box, described above, is selected. |
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Agents can select whether or not to log in as busy. Note: Available only if the Enable agents to log in as busy check box, described above, is selected. |
Enable custom scripts | Custom scripts are displayed in Agent Desktop for agents to use. |
Enable script delay | Enables a short delay between pushed script messages. This mimics the time it would normally take an agent to type a message. |
Disable agents ability to change script trees | Agents cannot change how script trees display in Agent Desktop. |
Enable spell check | Enables a spell-check function on Agent Desktop for fields where agents enter text. |
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Click a language to select it for the spell check. By default, English is selected. Note: Not all listed languages are supported for all client sites. |
Enable customer nickname | Enables the Customer nickname field in Agent Desktop. This enables the agent to use a nickname for the customer instead of the account name. |
Display customer name (or nickname) in chat tab | Displays the customer name or nickname in the chat tab in Agent Desktop. If the customer name is not available, the customer ID is displayed instead. |
Enable text formatting for agents | Enables agents to format text in their chats in Agent Desktop. |
Enable timestamps in transcript window | Displays timestamps in the transcript window in Agent Desktop. |
Enable multiple dispositions | Enables an agent to specify multiple dispositions The conclusion of a chat or engagement. Dispositions are used to categorize how and under what circumstances customer engagements end. Examples include "No Customer Response" or "Transfer to Support." at the same time. |
Enable audible alert for customer messages in agent interface | Plays a "beep" sound to alert the agent when a customer message enters Agent Desktop. |
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Always plays a "beep" sound to alert the agent when a customer message enters Agent Desktop. Note: Available only if the Enable audible alert for customer messages in agent interface check box, described above, is selected. |
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Plays a "beep" sound to alert the agent when a customer message enters Agent Desktop only when the desktop is not in focus. Note: Available only if the Enable audible alert for customer messages in agent interface check box, described above, is selected. |
Enable audible alert on customer exit | Plays a "beep" sound to alert the agent when a customer exits the chat. |
Enable flashing of visual indicators for customer messages | Flashes a visual indicator to notify agents of customer messages. |
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Flashes a visual indicator for all customer responses. Note: Available only if the Enable flashing of visual indicators for customer messages check box, described above, is selected. |
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Flashes a visual indicator only for new incoming engagements. Note: Available only if the Enable flashing of visual indicators for customer messages check box, described above, is selected. |
Enable visual indicators for approaching and exceeded initial response times |
Flashes a visual indicator to notify agents of approaching and exceeded initial response times. You specify the maximum allowable values for these parameters in the following fields, described below. |
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Number of seconds for maximum allowed initial response time. Note: Available only if the Enable visual indicators for approaching and exceeded initial response times check box, described above, is selected. |
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Number of seconds before maximum allowed initial response time, when a visual indicator flashes to notify agents. Note: Available only if the Enable visual indicators for approaching and exceeded initial response times check box, described above, is selected. |
Auto-close chat on customer exit (when dispositions not configured) | Automatically closes the chat interface and closes the chat session when the customer exits. This does not apply in cases where dispositions The conclusion of a chat or engagement. Dispositions are used to categorize how and under what circumstances customer engagements end. Examples include "No Customer Response" or "Transfer to Support." are configured. You specify the number of seconds that NDEP waits to automatically close the chat in the following field, described below. |
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Number of seconds that NDEP waits before automatically closing the chat interface after the customer exits. Note: Available only if the Auto-close chat on customer exit (when dispositions not configured) check box, described above, is selected. |
Allow agent reply to reset auto-close timer | If the Auto-close chat on customer exit (when dispositions not configured) check box, described above, is selected, then if the agent replies to a customer message, this setting resets the timer before NDEP automatically closes the chat interface. |
Prompt for disposition on conversation resolve only (async only) |
If dispositions The conclusion of a chat or engagement. Dispositions are used to categorize how and under what circumstances customer engagements end. Examples include "No Customer Response" or "Transfer to Support." are configured, then the user is prompted for dispositions when resolving an asynchronous conversation, rather than each time an engagement is closed. Note: This is a toggle setting with Conversation level dispositions, described below. |
Conversation level dispositions |
All dispositions The conclusion of a chat or engagement. Dispositions are used to categorize how and under what circumstances customer engagements end. Examples include "No Customer Response" or "Transfer to Support." occur at the conversation level, which means that the engagement ends at the end of the conversation. Note: This is a toggle setting with Prompt for disposition on conversation resolve only (async only), described above. |
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The agent disposition alert is displayed for conversation-level dispositions The conclusion of a chat or engagement. Dispositions are used to categorize how and under what circumstances customer engagements end. Examples include "No Customer Response" or "Transfer to Support.". Note: Available only if the Conversation level dispositions check box, described above, is selected. |
Auto-launch disposition window on customer exit | Automatically launch the disposition The conclusion of a chat or engagement. Dispositions are used to categorize how and under what circumstances customer engagements end. Examples include "No Customer Response" or "Transfer to Support." window when the customer exits the chat session. |
Enable prompt for agent to confirm they want to close chat | Adds a confirmation prompt that displays when an agent attempts to close a chat that is still active. Content for the prompt must be added into the text field that is displayed below after selecting the check box. The default value is: Are you sure you want to close this chat? |
Enable Digital Voice & Video Settings |
Enables digital voice and video settings, described below. This requires:
Note: Clearing this check box clears the settings of all the child options, described below. |
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Enables video calls. Note: Available only if the Enable Digital Voice & Video Settings check box, described above, is selected. |
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Enables digital voice calls. Note: Available only if the Enable Digital Voice & Video Settings check box, described above, is selected. |
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URL of the digital voice and video service. Note: Available only if the Enable Digital Voice & Video Settings check box, described above, is selected. |
Enable supervisors to chat with agents |
During a customer engagement, supervisors can chat with agents, without the customer seeing the conversatiom:
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Allow agents to request additional chats | Agents can request additional chats. You specify the number of additional chats allowed in the following field, described below. |
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Number of additional chats that an agent can request. Note: Available only if the Allow agents to request additional chats check box, described above, is selected. |
Allow agents to move Agent Interface elements around | Agents can customize the layout of their Agent Desktop. |
Allow custom hiding of Agent Desktop elements |
Agents can hide the following Agent Desktop elements:
Click the corresponding check boxes to enable agents to hide these elements. |
Enable Emojis | Agents can use emojis. |
Don't allow agents to manually mask | Agents cannot manually mask information from customers or transcripts. |
Display Agent Desktop notification for new chats and messages when Agent Desktop is not in focus. | Desktop notifications are displayed when Agent Desktop is not in focus. Supported for Agent Desktop running in Chrome, Firefox or Edge browsers. |
Show customer's authentication status to agent. | Customer's authentication status is visible to the agent in Agent Desktop. |
Default Agent Web Tool: |
Default agent web tool to use. Note: Not all installations use an agent web tool. |
Duration mid threshold | Number of seconds during a chat conversation before a yellow warning displays to the agent. |
Duration max threshold | Number of seconds during a chat conversation before a red warning displays to the agent. |
Request Interval | Number of seconds between requests. |
- Use this page to set which chat history can be viewed by the target Agent Group.
- Use the arrow buttons between the fields to move items from one list to the other.
Control | Definition |
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Site Level Settings | Allows agents to view transcripts from all business units for this site. If Agent Groups are set to "Can't View Chat History" status, they will not be able to view chat history. |
Agent Group Level Settings | Select the target Agent Group for which you are setting permissions. |
Can't View Chat History of: | List of Agent Groups for which the target Agent Group cannot view chat history. |
Can View Chat History of: | List of Agent Groups for which the target Agent Group can view chat history. |
Control | Definition |
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Settings Type | Select whether the agent status settings will apply at the Site level, the Business Unit level or the Agent Group level. |
Settings Level | If Agent Group or Business Unit are selected as the Settings Type, a list of Agent Groups or Business Units will be displayed from which to choose. |
Agent Status Selections
When your Settings Type is set to Agent Group, all agent status selections are listed in the table. Any status set at the Site level will be listed and grayed out. To clear a Site level status, set your Settings Type to Site and use the Edit button.
Activating Agent Status
All of the available Agent Status selections display in the table.
- Enable or disable an existing agent status through the checkboxes.
- Create a new agent status or edit an existing status through the buttons.
View and manage the performance metrics displayed in Agent Desktop.
Label | Definition |
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Settings Level | Displays the selected site or agent group. |
Filter | Use this filter to display the selected metrics by type. |
Metric Name | Metric Type | Definition |
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% Ended by Customer |
Volume |
Percentage of engagements ended by the customer. |
Assisted % | Volume | Percentage of assisted chats. |
Average Disposition Time | Efficiency | Average time for engagements to be handled to disposition. |
Average Initial Response Time | Efficiency | Average time for a customer to receive an initial response to a chat request. |
Average Order Value | Volume | Sum of (Order Value) / (Number of Conversions). |
Chat handle time | Efficiency | Total chat time within the agent group / total number of chats. |
Chat handle time SLA% | Efficiency | Number of chats that were handled within the SLA% defined in Portal / Total number of chats. |
Chat Slots Availability | Utilization | Number of available chat slots / Max chat slots. |
Chat Slots Utilization | Utilization | Number of chat slots currently being used / Max chat slots. |
Chats per Labor Hour | Utilization | Average chats handled per hour while on available or busy and chatting. |
Conversion % | Volume | Number of conversions / Number of requests assigned. |
Conversions | Volume | Number of conversions that occurred within the sale qualified period. |
Cumulative Labor Utilization | Utilization | Percentage of cumulative time spent chatting while on available or busy and chatting. |
Initial Response Within SLA (%) | Efficiency | Percentage of first responses within the SLA. |
Logged in Time | Logged in Time | Total time agent was logged in to the agent interface. |
Request Assigned | Volume | Number of request assigned to the initial agent, the transferred agent, a conferenced agent, a reconnect agent or an auto-transfer agent. |
Sales per Labor Hour | Utilization | Average number of conversion events per hour while on available or busy and chatting. |
Times on Busy Per Login | Logged in Time | Total number of times agent used the busy button (all states). |
Total Busy Time | Logged in Time | Total time agent was on busy (all states). |
Units per Conversion | Volume | Ratio of units per conversion. |
Units Sold | Volume | Number of units sold on assisted engagements within the sale qualified period. |