Manage Contact Center, Agent Settings, and Scheduled Reports As an administrator for the AT&T Collaborate service, you can create and manage company-wide settings for contact centers and their agents. You can define call routing policies and schedule reports that show information about agents performance. Agent settings Agent threshold profiles Contact center routing policies Agent unavailable codes Contact center reports Agent settings Specify when agents are available to answer phones and the actions AT&T Collaborate takes when agents are unavailable. Use preselected default settings to give all agents across the company the same calling policies. Or, you can select different calling policies. Manage agent settings 2. On the left menu, click Agent Default Settings. The Agent Default Settings section appears. 3. Set the guard timer, which specifies a short time (usually between 2 and 5 seconds) between when a call ends and when a new call is offered to the agent. Use Default setting is preselected and sets the timer to 5 seconds. To change the timer, select Use Company setting, check Enable guard timer for, and then select the number of seconds (1 to 25) from the list. 4. Set Agent Unavailable Settings. Use default setting is preselected and set to 3 unanswered calls. To use the company setting, select Use Company setting and check the setting you want: Force agent to unavailable on Do Not Disturb activation Agents appear as unavailable. Force agent to unavailable on not reachable Agents appear unavailable when they're unreachable, such as when the power goes out. Force agent to unavailable after <x> consecutive unanswered attempts Agents appear unavailable after a set number of unanswered consecutive calls. 5. Click Save Changes. 2017 AT&T Intellectual Property. All rights reserved. AT&T and the Globe logo are registered trademarks of AT&T Intellectual Property.
Agent threshold profiles An agent threshold profile defines when supervisors are notified about the average length of time that agents spend on calls, being unavailable, wrapping up calls, and so on. You can add new agent threshold profiles and manage existing ones. Agent threshold profiles are optional. Create an agent threshold profile 2. On the left menu, click Agent Threshold Profiles. The Agent Threshold Profiles section appears. 3. Click Add New. The Add New Agent Threshold Profile page appears. 4. Enter a profile name and description that you want to appear in the company directory. 5. Enter the maximum time (in minutes and seconds) for the yellow and red threshold levels. 6. To specify which supervisors to notify when thresholds are exceeded, check Enable Email Notification, and then enter up to 8 supervisor email addresses. 7. Decide which available agents to assign to this profile: To add agents, select agents, and then click the single right arrow ( ) to move them from the Available Agents column to the Assigned Agents column. To remove agents, select agents, and then click the single left arrow ( ) to move them from the Assigned Agents column to the Available Agents column. To move all agents, click the corresponding double arrows ( or ). 8. Click Create Profile. Manage agent threshold profiles 2. On the left menu, click Agent Threshold Profiles. The Agent Threshold Profiles section appears. 3. Next to the agent profile you want to update, click the Edit icon ( ). The Manage Agent Threshold Profile page appears. 4. Update the profile name and description. 5. Update the maximum time (in minutes and seconds) for the yellow and red threshold levels. 6. To update notifications, check or uncheck the Enable Email Notification box, and then update supervisor email addresses. 7. Update the agents assigned to this threshold profile: To move selected agents to or from the profile, click the single arrows ( or ). To move all agents, click the double arrows ( or ). 8. Click Save Changes. 2017 AT&T Intellectual Property. All rights reserved. AT&T and the Globe logo are registered trademarks of AT&T Intellectual Property. Page 2
Contact center routing policies Contact center routing policies define the rules that AT&T Collaborate uses to route calls when agents are part of multiple contact centers. Typically, Collaborate directs calls to contact centers in order of priority. Create contact center routing policies 2. On the left menu, click Contact Center Routing Policies. The Contact Center Routing Policies section appears. 3. Select the policy you want to use: To route calls to the contact center that has the current longest wait time, select Longest Wait Time. To route calls to each contact center based on the defined priority, select Priority Order and assign a number to each contact center (1 is the highest priority). 4. Click Save Changes. Agent unavailable codes To see agents status at a glance, supervisors can use agent unavailable codes. For example, you might define agent unavailable codes for times when agents are at lunch or using the restroom. A supervisor can look at the agent list in the contact center and see what each agent is doing. You can use default codes or define new ones, and you can create reports based on these codes. Set agent unavailable codes 2. On the left menu, click Agent Unavailable Codes. The Agent Unavailable Codes section appears. 3. To set agent unavailable codes, do one of these things: To turn on agent unavailable codes, check Enable Agent Unavailable Codes and follow steps 4 through 6, below. To turn off agent unavailable codes, uncheck Enable Agent Unavailable Codes. Click Save Changes, and you're done. 4. Identify which codes correspond to the default codes, and then select unique codes from the lists. 5. Set agents use of unavailable codes: 2017 AT&T Intellectual Property. All rights reserved. AT&T and the Globe logo are registered trademarks of AT&T Intellectual Property. Page 3
To make the codes mandatory, check Force use of agent unavailable codes with default code, and then select a default code from the list. To make the codes optional, uncheck Force use of agent unavailable codes with default code. 6. Click Save Changes. Next, if you're using codes, add and manage agent unavailable codes. Add agent unavailable codes 1. On the Contact Center Settings page, in the Agent Unavailable Codes section, click Add New. Available fields appear in the table, where you can enter new code information. 2. Enter a unique number and description for the code. 3. Click the Add icon ( ). 4. Click Save Changes. Manage agent unavailable codes 1. On the Contact Center Settings page, in the Agent Unavailable Codes section, select a code, and then click the Edit icon ( ). 2. To update the code, enter a unique number and code description. 3. Click Save Changes. Contact center reports Contact center reports show supervisors how agents are performing. Standard reports are available, or you can create custom reports based on report templates. You can also schedule reports to run periodically and have them sent by email to supervisors. You can use basic report templates as patterns when you create your own templates or reports. Note: When running a contact center report for the first time, use the default values to see if they suit your needs. You can adjust reports later. Schedule a new report 2. On the left menu, click Contact Center Scheduled Reports. The Contact Center Scheduled Reports section appears. If you have created any scheduled reports, they'll appear here under Active or Completed. Active reports have active scheduling criteria (for example, set to run daily, recurrence never ends). Completed reports were set to run for a specific time and that time expired (for example, set to run 3 times and 3 reports were completed). 3. To add a new report, scroll to Active and Completed reports, and then click Add New. The Create New Contact Center Scheduled Report page appears. 2017 AT&T Intellectual Property. All rights reserved. AT&T and the Globe logo are registered trademarks of AT&T Intellectual Property. Page 4
4. Enter the report name and description, and then select the type of report you want. 5. Enter the following schedule details: Time zone. The first day to run the report and the time of day to run it. Recurrence pattern (daily, weekly, monthly, yearly): o To run the report daily, select DAILY EVERY, and then enter the number of days between reports. o To run the report weekly, select WEEKLY EVERY, and then select the day of the week to run the report. o To run the report monthly, select MONTHLY EVERY, and then enter the specific day of the month or select a day of the month from the list. For example, you might run the report on the 5 th of every month or on the 1 st Friday of every month. o To run the report yearly, select YEARLY EVERY, and then enter the specific day and month or select a day of a month. For example, you might run the report on the 5 th of February or on the 1 st Friday of March. Recurrence end date: o To run the report with no set end date, select NEVER. o To run the report a specific number of times, select AFTER and then enter the number of times to run the report. o To stop running the report after a certain date, select DATE and then select the date to stop. 6. Depending on the report type, select the contact centers or agents to include in the reports. Some reports, like the Service Level Report, require additional performance criteria. Select the contact centers you want to include in the report: To include all contact centers, check Include All Contact Centers. To add contact centers to your report, in the Available Contact Centers column, select contact centers and click the single right arrow ( ) to move them to the Selected Contact Centers for the report column. To remove contact centers from your report, in the Selected Contact Centers for the report column, select contact centers and click the single left arrow ( ) to move them to the Available Contact Centers column. To move all contact centers, click the corresponding double arrows ( or ). 7. Under Destinations for Report Generation, enter up to 7 email addresses that will receive the report. 8. Click Create Scheduled report. Manage a scheduled report 2. On the left menu, click Contact Center Scheduled Reports. The Contact Center Scheduled Reports section appears. 3. To manage a report, under the Active or Completed heading, find the report to manage and then click the Edit icon ( ). The Manage Contact Center Scheduled Report page appears. 4. Change the report name and description. 2017 AT&T Intellectual Property. All rights reserved. AT&T and the Globe logo are registered trademarks of AT&T Intellectual Property. Page 5
5. Update the following schedule details for the report: Time zone. The first day to run the report and the time of day to run it. Recurrence pattern (daily, weekly, monthly, yearly): o To run the report daily, select DAILY EVERY, and then enter the number of days between reports. o To run the report weekly, select WEEKLY EVERY and then select the day of the week you want to run the report. o To run the report monthly, select MONTHLY EVERY, and then enter the specific day of the month or select a day of the month from the list. For example, you might run the report on the 5 th of every month or on the 1 st Friday of the month. o To run the report yearly, select YEARLY EVERY, and then enter the specific day and month or select a day of a month. For example, you might run the report on the 5 th of February or on the 1 st Friday of March. Recurrence end date: o To run the report with no set end date, select NEVER. o To run the report a specific number of times, select AFTER and then enter the number of times you want to run the report. o To stop running the report after a certain date, select DATE, and then select the date to stop. 6. Depending on the report type, select the contact centers or agents to include in the report. Some reports, like the Service Level Report, require additional performance criteria. Select the contact centers you want to include in the report: To include all contact centers, check Include All Contact Centers. To add contact centers to your report, in the Available Contact Centers column, select contact centers and click the single right arrow ( ) to move them to the Selected Contact Centers for the report column. To remove contact centers from your report, in the Selected Contact Centers for the report column, select contact centers and click the single left arrow ( ) to move them to the Available Contact Centers column. To move all available contact centers, click the corresponding double arrows ( or ). 7. Under Destinations for Report Generation, enter up to 7 email addresses to receive the report. 8. Click Save. Delete a scheduled report 2. On the left menu, click Contact Center Scheduled Reports. The Contact Center Scheduled Reports section appears. 3. Under the Active or Completed heading, find the report to delete, and then click the Delete icon ( ). 2017 AT&T Intellectual Property. All rights reserved. AT&T and the Globe logo are registered trademarks of AT&T Intellectual Property. Page 6