Webitel: Documentation
Webitel: Documentation
Breadcrumbs

General (Agents)

1. Description

Here you enter information about the Agent or Supervisor.

Consists of fields (Fig. 1):

  1. User;

  2. Team;

  3. Progressive call count;

  4. Media file;

  5. Chat count;

  6. Region;

  7. Task count;

  8. Auditor;

  9. Agent screen control switch;

  10. Supervisor field;

  11. Supervisor switch.

Agents tab for an Agent.png
Fig. 1. General tab for an Agent
Agents tab for a Supervisor.png
Fig. 2. General tab for the Supervisor

1.1. User

When you click on the User field, a drop-down list opens from which a choice is made. You can use the User field to search if the required list is not shown.

The drop-down list only displays Users who are not yet Agents or Supervisors. How to create a new User is included here.

1.2. Team

It is designed to select the Team for the Agent. The Agent can work within the same Team.

When you click on the Team field, a drop-down list opens from which a choice is made. You can use the Team field to search if the required list is not shown.

How to create a new Team is included here.

1.3. Progressive call count

Determines how many simultaneous outgoing calls can be made to this Agent when using Progressive (this parameter is also used in cases where the Predictive dialer switches to Progressive) Dialer.

1.4. Media file

The field for selecting a sound file for a personal greeting.

The personal greeting is enabled using the Allow greeting agent switch on the Parameters tab of the Queue.

1.5. Chat count

Here enter the number of simultaneous Chats the Agent can handle.

Note!

If the Agent works with chats and calls, then the call can be distributed to the Agent when there is no open Chat; respectively, the Chat can be distributed to the Agent when there is no active call.

Note!

After refreshing the page in the Workspace interface, only 40 active chats are displayed. If new chats arrive during operation, they are added to the list of active chats and continue to be displayed, even if the total number of active chats exceeds 40.

On the next page reload, the system again loads only 40 chats.

This limitation applies exclusively to the display of chats in the interface and does not affect the actual number of active chats that an agent can handle.

1.6. Region

It is designed to select the Region from which the Agent will work. The Regions determine the Agent's time zone.

When you click on the Region field, a drop-down list opens from which a choice is made. You can use the Region field to search if the required list is not shown.

How to create a new Region is included here.

1.7. Task count

Here enter the number of simultaneous Tasks the Agent can handle.

1.8. Auditor

It is designed to select an Auditor for the Agent.

When you click on the Auditor field, a drop-down list of Users opens from which a choice is made. You can use the Auditor field to search if the required list is not shown.

One or more Auditors can be assigned to one Agent.

1.9. Agent screen control switch

This switch defines whether the screen control and screenshot creation settings apply to this agent.

When the switch is enabled, the following capabilities become active:

  • Automatic screenshot creation. The system captures screenshots of the agent’s screen at the interval specified in the “screenshot_interval” variable.

Note! If the variable value is not set, automatic screenshots are not created, even if the switch is enabled.

  • Screen recording during calls. If the “wbt_record_screen” variable is configured in the Flow or Queue, the system records the agent's screen during the call.

Note! If the variable is not set, screen recording is not performed.

  • Access to the Workspace only if DeskTrack is installed. If the switch is enabled, the agent can enter the Workspace only when the DeskTrack application is installed, running, and authorized.

  • If the switch is enabled at the team level, it is automatically applied to all agents in that team and becomes inactive for editing in the agent’s profile. A helper message appears: “Cannot be disabled while the setting for the team is enabled”.

  • If the toggle is disabled at the team level, the administrator can manage this setting for a specific agent (the toggle remains active).

Important! A Supervisor can view the agent’s screen regardless of the switch state, provided the DeskTrack application is running and authorized on the agent’s computer.

1.10. Supervisor field

Available only for the Agent (see point 1.2). It is used to select a Supervisor for this Agent.

When you click on the Supervisor field, a drop-down list opens from which a choice is made. You can use the Supervisor field to search if the required list is not shown.

One or more Supervisors can be assigned to one Agent.

1.11. Supervisor switch

It is designed to set the rights of the Supervisor:

  • Снимок экрана 2024-02-13 144345.png  - the User does not have Supervisor rights. The Supervisor field is available (Fig.1);

  • Снимок экрана 2024-02-13 144403.png  - the User has Supervisor rights. The Agent tab is available (Fig.2).

2. Opportunities

2.1. Change the Progressive call count / Chat count

Goal

 Change the Progressive call count / Chat count

Preconditions

  1. Access to the Admin application;

  2. Access to the Agents section in the Admin application;

  3. Permission to edit or create in the Agents section;

  4. Have at least one Agent or create a new one.

Steps

  1. Click on the field you want to change.

  2. Make the necessary changes (the number can be set using the Снимок экрана 2024-02-16 105101.png buttons).

  3. Click the Save button.

Result

Data saved.

2.2. Change the Team/ Supervisor / Auditor / Location / Media file

Goal

 Change the Team/ Supervisor / Auditor / Location / Media file

Preconditions

  1. Access to the Admin application;

  2. Access to the Agents section in the Admin application;

  3. Permission to edit or create in the Agents section;

  4. Have at least one Agent or create a new one.

Steps

  1. Click on the field you want to change. A drop-down list opens.

  2. Select the required option from the drop-down list.

  3. Click the Save button.

Result

Data saved.

2.3. Assign the User as a Supervisor

Goal

Assign the User as a Supervisor

Preconditions

  1. Access to the Admin application;

  2. Access to the Agents section in the Admin application;

  3. Permission to edit or create in the Agents section;

  4. Have at least one Agent or create a new one.

Steps

  1. Move the Supervisor switch to the active position.

  2. Click the Save button.

Result

Data saved