Webitel: Documentation
Webitel: Documentation
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Processing (Inbound Queue)

1. Description

It is designed to configure the processing of calls in the Queue. 

It consists of the following elements (Fig.1):

  1. Waiting for call result;

  2. Dynamic processing schema.

Processing tab (Inbound queue).png
Fig. 1. Processing tab

1.1. Switcher Waiting for call result

Enables call processing — receiving the result of a call/task from the agent.

When this switcher is activated, the Dynamic processing schema field becomes available, and two parameters appear (Fig. 2):

Processing parameters (Inbound queue).png
Fig. 2. Processing parameters

  • Postprocessing time (sec) — the amount of time required to process call results, which will be added when the add time button is clicked;

  • Allow postprocessing prolongation — a switcher that enables extended control over post-processing time. After activation, additional parameters are displayed (Fig. 3).

Post-processing parameters (Inbound queue).png
Fig. 3. Post-processing parameters

  • Offer postprocessing prolongation (seconds before end) — the time after which, during post-processing, the agent will see a button to extend it (Fig. 4.(1)) in Workspace. The value cannot be 0 or negative.

  • Number of repeats — the number of times the agent can extend post-processing within a single activity (call/chat/task). Default — 1. Cannot be 0 or negative. In the Workspace interface, next to the button (Fig. 4.(1)), a counter Retries left (Fig. 4.(2)) is displayed, showing the number of available extension attempts.

  • Time for prolongation (sec) — the time by which post-processing is extended after clicking the button (Fig. 4.(1)) in Workspace. By default, it equals the value of Postprocessing time (sec). Cannot be 0 or negative.

Post-processing form.png
Fig. 4. Post-processing form display in Workspace

1.1.1 Configuring the Waiting for call result switcher

Depending on the settings, the following options are possible:

  • Waiting for call result switch is off - no processing;

  • Waiting for call result switch is on, but a Flow schema is not selected in the Dynamic processing scheme field - processing appears in the Workspace;

  • Waiting for call result switch is on, and a Flow schema is selected in the Dynamic processing scheme field -  a dynamic page appears in the Workspace, which is displayed according to the chosen Flow schema.

If the Waiting for call result switch is off, the call is considered successful after the member is connected to the Agent.

If the Waiting for call result switch is on, the call is considered successful only if a positive call result is sent.

1.2. Dynamic processing schema

A field for selecting the Flow schema according to which the dynamic page will be displayed.

If the Waiting for call result switch is off, then the Dynamic processing scheme field is inactive.

When you click on the field, a drop-down list opens from which the Flow schema is selected. If the required Flow schema is not in the drop-down list, use the field as a search field.

How to create a new Flow schema can be found here.

2.  Opportunities

2.1. Call processing setup

Goal

Call processing setup

Preconditions

  1. Access to the Admin application;

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

  3. Permission to select and delete in the Queues section;

  4. The presence of an Offline Queue or the creation of a new one.

Steps

  1. Switch Waiting for call result to the on position:

    • The Dynamic processing schema field becomes active.

    • The Postprocessing time (sec) field appears.

  2. Enter the number of seconds available for the agent in the Postprocessing time (sec) field.

  3. If necessary, enable Allow postprocessing prolongation. The following fields become available:

    • Notify to continue after (sec);

    • Number of repeats;

    • Time for prolongation (sec).

  4. Configure post-processing prolongation parameters:

    • specify after how many seconds the agent will see the prolongation button;

    • set the number of available repeats;

    • define the duration of one prolongation.

  5. Click the Save button.

Result

  1. Data saved.

  2. The agent in Workspace will see the post-processing form according to the configured parameters.

  3. If prolongation is enabled, the following will be displayed in Workspace: prolongation button image-20251222-105834.png , time before prolongation, and the counter of available attempts.

2.2. Dynamic page setup

Goal

Dynamic page setup

Preconditions

  1. Access to the Admin application;

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

  3. Permission to select and delete in the Queues section;

  4. The presence of an Offline Queue or the creation of a new one;

  5. Have a Flow schema for a dynamic page.

Steps

  1. Switch Waiting for call result to the on position. The Dynamic processing schema field becomes active.

  2. Select the required Flow scheme in the Dynamic processing schema field.

  3. Enter data in the Postprocessing time (sec) and Notify to continue after (sec) fields.

  4. Click the Save button

Result

  1. Data saved.

  2. A dynamic page will be displayed in Workspace according to the selected schema.

  3. Further post-processing logic depends on the configured parameters.