The Seat Tab. The Call Center Options Section

Description: Within this section, you can set a range of Seat parameters that pertain to the actions and skills of an agent connected to the seat.   

The parameters in this section are categorized into two groups: 

• Agent 
• Skillset 

Agent

Let’s examine the parameters listed here. 

• Record this agent: if you tick this checkbox, call recording will be activated for this particular agent. 
• Hide agent in dashboard: when you check this box, the agent will be hidden on the Dashboard within the Call Center App. 
• Agent Priority: by clicking on this field, you will be able to view a dropdown list of priority options that can be assigned to an agent linked to this Seat. 

The level of priority determines the sequence in which incoming calls are distributed among the agents, giving precedence to the higher-priority agents over the lower-priority ones. 

Skillset

In this section, you can access an interactive form that allows you to generate a list of skills that an agent associated with the Seat must have. To add a skill to the list, enter the skill in the designated field and click on the plus icon. This will create a new line where you can enter another skill.

It's important to note that you must create an additional line and leave it empty to save the skill to the list. 

If you need to delete a line, click on the minus icon, and a pop-up window will appear, prompting you to confirm your decision to delete the line.

Once you have inputted data into the fields, do not forget to click the "SAVE" button to apply the changes.  

The Phone System App will display an icon of an exclamation mark within a green circle next to any fields that have been modified.

The Phone System App will notify you that leaving the page will result in the loss of any unsaved changes.