--- language: "en" --- # Webitel: Documentation ## Documentation * ### [Technical documentation](https://wiki.webitel.com/docs/technical-documentation.md) This section is intended to provide an overview of the system's main capabilities and structure. It includes descriptions of key modules and functions required... * ### [Instructions and usage scenarios](https://wiki.webitel.com/docs/instructions-and-usage-scenarios.md) This section contains instructions and example scenarios for working with Webitel. The materials will help you quickly configure system components, perform adm... * ### [Administration](https://wiki.webitel.com/docs/administration.md) This section contains materials on configuring and maintaining the Webitel system. It includes instructions on managing users, access rights, service configura... * ### [Integrations and applications](https://wiki.webitel.com/docs/integrations-and-applications.md) This section is intended for configuring and using Webitel integrations with other systems, as well as for working with additional modules and applications. He... * ### [Terms and Conditions](https://wiki.webitel.com/docs/terms-and-conditions.md) TERMS AND CONDITIONS Last updated January 01, 2025 AGREEMENT TO OUR LEGAL TERMS We are Webitel ("Company," "we," "us," "our"), a company registered in Ukraine ... --- language: "en" --- # A set of common dashboards * [Incoming queue](https://wiki.webitel.com/docs/incoming-queue.md) * [Agents](https://wiki.webitel.com/docs/agnts.md) * [Progressive dialing](https://wiki.webitel.com/docs/progressive-dialing.md) * [IVR queue](https://wiki.webitel.com/docs/ivr-queue.md) * [Agent](https://wiki.webitel.com/docs/agent.md) * [Predictive dialing](https://wiki.webitel.com/docs/predictive-dialing.md) --- language: "en" --- # Accept a task An audible signal accompanies an inbound task. It is displayed in the left block in the Tasks section (*Fig. 1*). ![Task.png](https://wiki.webitel.com/__attachments/a_ea6f1f112843e6dbf2465631eb2da68b467aaf8920cee6183ad0854b48ad6118/Task.png?cb=58e026d5fc4c736eed946a50bd892cec) *Fig. 1. Inbound task* Click the **Accept** button in the central or left block to accept the task. The **Decline** button closes the task for the Agent. Such a task will be allocated to another Agent until it is accepted. Dynamic windows open in the right block (*Fig. 2*) after acceptance. Dynamic windows are configured depending on the task and have a different look. ![Accepted task.png](https://wiki.webitel.com/__attachments/a_58059a2b4f4ee0e5be3c002edb7820178e0dbd3d9ee3f3f8150da39be2d59ac9/Accepted%20task.png?cb=8a115cc57d95897a15d650b4721fe8ea) *Fig. 2. Accepted task* The **Close** button in the central block closes the task for the Agent. ## 1.1. Activity Indicators on the Active tasks Tab Depending on the task status, indicators are displayed next to the tab icon: * If a **new task** is assigned to the operator --- a **red** indicator is displayed next to the tab icon ![image-20260511-214811.png](https://wiki.webitel.com/__attachments/a_a3e2325ad5be75d401ae8111fe9de38843f0785a071a59ece9b976f3bfa27b75/image-20260511-214811.png?cb=29bc93b54c9b2a52862d5f66c7cd1ee9) . If there are **no** active or new tasks --- no indicator is displayed. * If there are **active** tasks --- a **yellow** indicator with the number of current active tasks is displayed next to the tab icon ![image-20260511-214740.png](https://wiki.webitel.com/__attachments/a_3519300ba651479cd9b96c6c9b70f9f76238f7fcf6774869e0d133bbf8d9577a/image-20260511-214740.png?cb=2b25d85384e5d2ec26ed591558c1fbaa) . **Active Tasks** tab displays the following indicators: * **Gray** ( ![image-20260506-130804.png](https://wiki.webitel.com/__attachments/a_d7f1d11280761164d6ba342bb46633f35388cbf2cb4807b41ba64b28fc963669/image-20260506-130804.png?cb=d936ae2142037c077792df151f8fab4e) ) --- total number of tasks. * **Yellow** ( ![image-20260506-130842.png](https://wiki.webitel.com/__attachments/a_6dd0ae3217770b9ac774c4813abda65caed581b95e07e5e181db667f1301b777/image-20260506-130842.png?cb=6d97ef6e59434a46befe3410087b7c42) ) --- number of active tasks. * **Green** ( ![image-20260506-130909.png](https://wiki.webitel.com/__attachments/a_a93a14f2f0fc858d25ad4ae73921c87f79f65c041ba7c07dba83daa1b0c442a9/image-20260506-130909.png?cb=389d8ef38d2bb16dafe327ac5c559da1) ) --- number of new tasks. --- language: "en" --- # Accepting an inbound call ## 1. Inbound call The User is notified about an inbound call with a ringing sound. The call is displayed in the left block in Active calls (*Fig. 1).* ![Call info tab.png](https://wiki.webitel.com/__attachments/a_adcdafc6681317551819ec19fd9f61173f903c30331771f4241e60a979951439/Call%20info%20tab.png?cb=3033ca49d00319ddfd7a0806e7c4408b) *Fig. 1. Inbound call* The Client info tab is displayed in the right panel. More information about the tab can be found [**here**](https://wiki.webitel.com/docs/right-block.md). To answer an inbound call, the Agent must click the **Answer** button in the left panel. The Subscriber is connected to the Agent, and the conversation begins (*Fig.2*). When you click the **Reject** button - the call ends, and the Agent is credited with plus one to the missed calls if it was not an internal call. The central block displays the Subscriber's name, phone number, and the name of the Queue from which the call comes. The following buttons are also present: * ![image2024-2-12_15-20-43.png](https://wiki.webitel.com/__attachments/a_e2cf912687bcd826e6418b2e41682752bbb9a6a878375775f23a7b0979cdf6fa/image2024-2-12_15-20-43.png?cb=bfd1c0816849bece55407b2f1af3af46) - call accept button; * ![image2024-2-12_15-20-27.png](https://wiki.webitel.com/__attachments/a_af3e181a76c4035ae4b810eeb43b3791bd98a0c375bd696ae3ccc5a0de3dc0b1/image2024-2-12_15-20-27.png?cb=8759a5dc6fccf1138649c5e328ec07c1) - button to transfer the call to another Agent. More about transfer can be found [here](https://wiki.webitel.com/docs/call-transfer.md); * ![image2024-2-12_15-20-57.png](https://wiki.webitel.com/__attachments/a_ba9702b8ba1695cbb2d77fbe5ef06183f75db388c41fdac302185519e3f19e2d/image2024-2-12_15-20-57.png?cb=ae92b5bba39e089a0c19ceacdb60c04f) - finish call button. ## 2. Recieved call A received call in Workspace looks like thiss - *Fig. 2* . The right block displays the configured processing. If processing is not configured - the Client info tab is displayed. More information about processing can be found [here](https://wiki.webitel.com/docs/ending-a-call.md). ![Active call.png](https://wiki.webitel.com/__attachments/a_2166e65b4b833c8542c389afa9f88bfaf49a4880df8e6a02d8021bb60dbdce69/Active%20call.png?cb=48413dfee54a0674762f5f267036f645) *Fig. 2. Answering a call* The following tools are available after answering a call: * ![Снимок экрана 2024-02-12 152808.png](https://wiki.webitel.com/__attachments/a_f4f5d35305e6a77fd60401a1cf985653763ee0d4f51e610f97687473b2b2e30b/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-12%20152808.png?cb=5a3c1b21a6bb71cc4c292f778e0d61f9) - button at the bottom of the block - expands the numeric keypad with which you can dial the required number to call. Clicking this button again closes the numeric keypad; If you call another number during the call, the previously answered call will go on hold. * ![image2024-2-12_15-36-20.png](https://wiki.webitel.com/__attachments/a_dd613f22ce634ce6c43fe174b2d21f373b7d9b108aa99a03f6be1d1d68b717b9/image2024-2-12_15-36-20.png?cb=6966d2464aef445b4ef98423bd82325a) - a button to open the history of calls. It is located in the upper part of the block. It opens a list of completed calls (*Fig. 3*) with information about the duration of the call, the start time of the call, and the call button. The call is made to the selected number when this button is clicked. The network quality indicator during the call is displayed next to the client's name. The indicator color is determined by the value of the MOS parameter: | **Color** | **MOS value** | |------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|---------------| | Green ( ![image-20260327-134629.png](https://wiki.webitel.com/__attachments/a_7933ae925d9bd6e9058929b36ea27b1228ca4c46ba070dfb5750b09e5b8f9e96/image-20260327-134629.png?cb=dfe3a0cf6fab0a761272ea2c0d85edda) ) | ≥ 4.0 | | Yellow ( ![image-20260327-134600.png](https://wiki.webitel.com/__attachments/a_f4b667eb3e672d58d1e531d217802d913130f58f169b9eae78b78f2b804292c0/image-20260327-134600.png?cb=ada0f7f136974149a7a909bb871ba400) ) | 3.5--4.0 | | Red ( ![image-20260327-134649.png](https://wiki.webitel.com/__attachments/a_fb3c5f5f9fdb8efbda8dc341c8b6cf31c73c4e3ff7e132719f7f64aeece17684/image-20260327-134649.png?cb=3609fe7f2bacb876ce07c555e88ded53) ) | \< 3.5 | The indicator is not displayed for calls **shorter than 10 seconds**. ![Archive.png](https://wiki.webitel.com/__attachments/a_af80d630e45250e45e9dfe6c6999a9776c31a3e284cffb6212c78277ef800d54/Archive.png?cb=cde674b9db16c316da360f84caaeffa2) *Fig. 3. Call archive* The Сontacts list is displayed in the central panel when you click on the ![image2024-2-11_23-39-50.png](https://wiki.webitel.com/__attachments/a_08278a336bae0bdd34d2adbb1bfc0f43f4c760160dba1fa9b03a42910399c1fa/image2024-2-11_23-39-50.png?cb=c0bf43791c0ddbcd4daecdedf05e9d8f) button (*Fig. 4*). The **Contacts** tab is shown only for Users who have a **CALL_CENTER** license. If there is no license, only the **Users** tab is displayed. There are the following tabs: 1. Contacts; 2. Users. ![Contacts.png](https://wiki.webitel.com/__attachments/a_c55286e9bf53470948633b0a7fc14d042293b52a4b35f705a01a985be4573b51/Contacts.png?cb=24c10da85f9f2bd1ff20624dc1152a73) *Fig. 4. Contacts tab* ### 2.1. Contacts tab The Contacts tab consists of the following elements: * Search field; * List of Contacts #### 2.1.1. Search field Consists of an input field, search setting icon ( ![image2024-4-2_15-11-23.png](https://wiki.webitel.com/__attachments/a_0f88b0dc865238917b38e60d020166052534cb5c88723f2f7ce967fd47ae8de5/image2024-4-2_15-11-23.png?cb=d238c25eb11a370ffb6afacc79f7fc74) ) and a close button ( ![image-20241010-124740.png](https://wiki.webitel.com/__attachments/a_b92d5cf1278372f4adb187babfc1ce4e0154a4475eb06a74299706171a3fa8d6/image-20241010-124740.png?cb=8f1a630dbe028cce138e995f10716653) ), which appears when data is entered in the field. The search is performed by the User's extension or name. You can create a search query in regex format; the system will display results matching it. Clicking on the ![image2024-4-2_15-11-23.png](https://wiki.webitel.com/__attachments/a_0f88b0dc865238917b38e60d020166052534cb5c88723f2f7ce967fd47ae8de5/image2024-4-2_15-11-23.png?cb=d238c25eb11a370ffb6afacc79f7fc74) button opens a list of search options: * Name --- search by name; * Phone --- search by phone number; * Email --- search by email address. #### 2.1.2. List of Contacts Contacts from [CRM](https://wiki.webitel.com/docs/contacts.md)are displayed in the List of Contacts. The call button is active for Contacts who have a phone number. Clicking on a Contact's name opens his [contact's](https://wiki.webitel.com/docs/contact.md)page. ### 2.2. Users tab The User tab displays the standard avatar, User name, extension, and call button (*Fig. 5*). ![Users.png](https://wiki.webitel.com/__attachments/a_95b3216d2386d3913d299695e41b2d242f1ae17f98843bd3d82696a34fa98375/Users.png?cb=29360d87ea6cc28cdac5f90ea3917c08) *Fig. 5. Users tab* A color indicator the User is currently in depends on the User's state. The color of the status indicator can be: * ![image2024-4-10_10-39-51.png](https://wiki.webitel.com/__attachments/a_84ad802c394fa6b56158a2bb1acd72cc7ce8d505324fc6d15aa3fdc3d49e5a95/image2024-4-10_10-39-51.png?cb=db0539110725c8a4fcb44c3f5775be5f) - there is a SIP connection; * ![image2024-4-10_10-40-5.png](https://wiki.webitel.com/__attachments/a_3923750727fa298caca60b1ef0490ee516aa492fda322db3375a82a3d72e71d7/image2024-4-10_10-40-5.png?cb=b2334647961c9c8f232badf36036104b) - online --- the "**Call center**" toggle is enabled; * ![image2024-4-10_10-40-23.png](https://wiki.webitel.com/__attachments/a_8389749b7723ad2a0ce9244c295c678f8eec050ac1a00b224aa759e4a46066a6/image2024-4-10_10-40-23.png?cb=891db3d08915dddae2491c67f6a63baa) - Do Not Disturb (DnD) mode --- other Users cannot call this User; * ![image2024-4-10_10-40-33.png](https://wiki.webitel.com/__attachments/a_f0cd94957a062b64bb4c1aa10183072f40d92d00ab81c50a621cb44a4ac53a74/image2024-4-10_10-40-33.png?cb=0235cd5d0715840ebf9b04b4290444ff) - pause status; * ![image2024-4-10_10-40-46.png](https://wiki.webitel.com/__attachments/a_0bcbd5c8ff7b0aa72a9c29929937eefee7af5c057d208ebc58b1f26fc0b4ac34/image2024-4-10_10-40-46.png?cb=69345bcdfd1f364c30ba69d1b2a66e74) - busy, is in a conversation, or chat; * ![image2024-4-10_10-41-12.png](https://wiki.webitel.com/__attachments/a_c3b8105d1b8c742783ca4e0d036882f654df801a704a235486c0f59d50b2f2fc/image2024-4-10_10-41-12.png?cb=db33ba7823bc01a88719a4f126bc313f) - unavailable - is offline, or there is no SIP connection; If the user is in pause mode, they are available for internal calls --- the indicator is green. * ![image2024-2-12_15-54-0.png](https://wiki.webitel.com/__attachments/a_9e36d6ef491a17d9855b546ee2af63029485435f7597fdcaae7aaa242783322d/image2024-2-12_15-54-0.png?cb=98c7655e840eba5204565a643cdb6535) - call end button; * ![image2024-2-12_15-54-23.png](https://wiki.webitel.com/__attachments/a_e536dee12e1d6d6061016427e7fcb9aa3c9d265906f545cc384a07beebf1e0eb/image2024-2-12_15-54-23.png?cb=eb78b77245d92c8f19226750e05bd7bd) --- hold button is intended for temporarily placing the call on hold. While on hold, the customer cannot hear the agent and, if configured, hears music. The duration of the current call hold is displayed to the agent; * ![Снимок экрана 2024-02-12 155642.png](https://wiki.webitel.com/__attachments/a_23cbc16e02b720e388df205fb60b1185ea100d75669ceda8ebdc25b818411ae8/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-12%20155642.png?cb=d79a095607415f3ed7d6e3d305694605) - this button allows you to turn off the microphone. The disabled microphone looks like this - ![Снимок экрана 2024-02-12 155635.png](https://wiki.webitel.com/__attachments/a_57a019f3b20f5da62efaf273973668c97238313f8012ba690709ab366a96b36e/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-12%20155635.png?cb=46fe524676f44ad5b3a7a6ea6c3e488e) . Click the button again to turn on the microphone; * ![image2024-2-12_15-44-29.png](https://wiki.webitel.com/__attachments/a_f31f7cd53593c391ac7141c6ccc64e65f5e44100222800f491a6e72431dad30e/image2024-2-12_15-44-29.png?cb=5c070f4609042161aea85b922ccb096a) - button to transfer the call to another Agent. You can see more about the transfer [here](https://wiki.webitel.com/docs/call-transfer.md). --- language: "en" --- # Accepting an inbound chat ## 1. Description Chats are displayed in the left panel under the chats tab. There are such lists in the chat tab: 1. Active chats; 2. Self-assigned chats; 3. Closed chats. The red indicator on the "**Chats** " ![image-20260520-124810.png](https://wiki.webitel.com/__attachments/a_d6080bc10f6362a09b0c1e0a63aedbdc2f20b696e1ec981d012bff424bfc8da9/image-20260520-124810.png?cb=0c6a47b551f8c8a65370487cf40c6273) tab icon indicates the presence of an **unanswered** chat(s) or a **new** **message** in a chat ### 1.1. Active chats When chat is automatically allocated to an Agent, an audible alarm accompanies an inbound chat. In the left panel, the chat currently open in the central panel is highlighted with a thick border. The border color depends on the chat status: * **New chat** --- green border with a filled chat icon*(Fig. 1)*. * **Active chat** --- orange border with a filled chat icon *(Fig. 2)*. | ![New__chat.png](https://wiki.webitel.com/__attachments/a_45a8c44030c38f4dc988f73d33f537a3f77be8fb0f5b52f460362cd61bf26c56/New__chat.png?cb=f932b3b45eb33f27670cc0c5400c64a2) *Fig. 1. New chat* | ![Active__chat.png](https://wiki.webitel.com/__attachments/a_ac922fe4e146d3dfc947379da6d0ec3b97e58f82ca7b8d09d26cef485bee7f19/Active__chat.png?cb=5d0e114f3d8a46be9b4d76d5b78f5309) *Fig. 2. Active chat* | |--------------------------------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| Next to the **Active chats**list name, three counters are displayed: * **gray** ![Снимок экрана — 2026-08-19 в 13.30.58.png](https://wiki.webitel.com/__attachments/a_1d389d421dd346b9ae2fded65f99a763fef5ebb8c57e001d00cb4bfbe90aa642/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%C2%A0%E2%80%94%202026-08-19%20%D0%B2%C2%A013.30.58.png?cb=5c35b1b8e9325870be552b53f7735d11) --- total number of the Agent's active chats; * **orange** ![Снимок экрана — 2026-08-19 в 13.31.23.png](https://wiki.webitel.com/__attachments/a_9ea53391505c66401602e41934f8b670119c210f2afcebb4b72c080a16784605/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%C2%A0%E2%80%94%202026-08-19%20%D0%B2%C2%A013.31.23.png?cb=e02a58ad854e62e24d03b508eadfadbe) --- number of active chats among them; * **green** ![Снимок экрана — 2026-08-19 в 13.31.46.png](https://wiki.webitel.com/__attachments/a_c9433780f3c6bc161614827ef5a9ebe9664e492e4220fc393ebcf187531bfd17/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%C2%A0%E2%80%94%202026-08-19%20%D0%B2%C2%A013.31.46.png?cb=fd62e9b13c255e859a20db8b90340380) --- number of new chats among them. A similar orange counter is displayed next to the **Chats** ![Снимок экрана — 2026-08-19 в 13.32.14.png](https://wiki.webitel.com/__attachments/a_74955b1aef6749208b53f72d76c065f6f98559d260ddba5b936961f32882354e/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%C2%A0%E2%80%94%202026-08-19%20%D0%B2%C2%A013.32.14.png?cb=587521b0fe9cc844df0e0f2283e9b5cd) tab icon and indicates the number of active chats. **Note!** After refreshing the page in the **Workspace** interface, only **10 active chats are displayed** . If there are **more than 10 active chats** , a **More** button is displayed below the list *(Fig. 3)* --- clicking it loads the next 10 chats. On the next page reload, the system again loads **only 10 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. ![More_button.png](https://wiki.webitel.com/__attachments/a_c4e57ea52a42d98ae9dafef7aece606154869c09595213757e1c845f478a52c3/More_button.png?cb=0f0ca1a0d9ad17c6275890b52b68b602) *Fig. 3. More button* The header of the chat card in the left panel displays the client's name from the connected messenger (username). Agent names, including those who participated in the chat transfer, are not displayed in the left panel. Above the list of active chats there is a search field*(Fig. 4)*. The search is performed by the **client's name** , which is displayed in the **chat** **card header**. After entering a value, the list displays only chats whose client name matches the entered query. ![Search by username.png](https://wiki.webitel.com/__attachments/a_0bf9412317fc88eff83f9baa5056308c7eab9ca9a111d605976d2419c722204a/Search%20by%20username.png?cb=475cd21adccf84f4a51be00e1ecd7895) *Fig. 4. Search field* The background color of the message text in the chat preview corresponds to the sender of that message: * yellow --- message from the client *(Fig. 5)*; * gray --- message from the Agent *(Fig. 6)*; * white --- message from the bot *(Fig. 7)*. | ![Message_from_the_client.png](https://wiki.webitel.com/__attachments/a_a2d67abb586093cf6e7677801daf7f460325edf853c57c103b102824e966a181/Message_from_the_client.png?cb=80eaaf1e6c2fef1002a0ac76e76c5243) *Fig. 5. Message from the client* | ![Active__chat.png](https://wiki.webitel.com/__attachments/a_ac922fe4e146d3dfc947379da6d0ec3b97e58f82ca7b8d09d26cef485bee7f19/Active__chat.png?cb=5d0e114f3d8a46be9b4d76d5b78f5309) *Fig. 6. Message from the Agent* | ![Message_from_the_bot.png](https://wiki.webitel.com/__attachments/a_e2b33ddcfcd2b2339fd719530763aa7c18cb4f67c5d5f49f4cdbfc10a62d589f/Message_from_the_bot.png?cb=4563161b97ea37d23e88df317ce36e04) *Fig. 7. Message from the bot* | |---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| The following options for chat acceptance can be outlined: 1. Automatic chat acceptance; 2. Manual chat acceptance. When a Contact is identified, the central block shows the full message history linked to that Contact. Chats from all connected messengers are visible. The Contact's information appears on the right block. If several Contacts are found, the Agent chooses the Contact to link the chat to. After linking, the chat history of the selected contact is displayed. The chat history displays all chats, regardless of which Agents participated in the conversation. When hovering over the icon ![Screenshot 2024-12-04 172313.png](https://wiki.webitel.com/__attachments/a_62186fa873089c3995eb70efa7191b7cb376326e8cf80add026566faf6d68076/Screenshot%202024-12-04%20172313.png?cb=45e56bf2848d7da24ad2eebfec9876ce) located at the beginning of the conversation, the messenger icon and the chat gateway name of this conversation are displayed. #### 1.1.1. Automatic chat acceptance In case of automatic chat acceptance, the chat received by the Agent is accepted as soon as it arrives --- without clicking the acceptance button. Set the variable `wbt_auto_answer: true `on the [**Variables**](https://wiki.webitel.com/docs/variables-chat-inbound-queue.md)tab of the Queue to automatically connect chat with the Agent (without the Agent clicking the Accept button). Self-assigned of chat must be switched off. #### 1.1.2. Manual chat acceptance If automatic chat acceptance is not configured, chats are accepted by clicking the **Accept** button in the centre panel. Inbound chat is displayed in the left block, and the message history of this chat is displayed in the central block. To accept such a chat, click the **Accept** button in the central block (*Fig. 8*). ![Inbound chat.png](https://wiki.webitel.com/__attachments/a_49bebfa76e052b4f18888d41dbd3f7add803be70f82227cfe583209c3da9eab5/Inbound%20chat.png?cb=03d2d5755f6cc4bb0beb384ee20f2798) *Fig. 8. Inbound chat* ### 1.2. Self-assigned chats This list is displayed to all Agents of this Queue, i.e. any Agent can select any waiting chat for connection. If a chat has been accept by any Agent servicing this Queue, this chat is removed from this list (*Fig. 9*). In the left panel, the **chat** is highlighted with a **grey** **border** . When clicked, the **border** becomes **thick** and the chat **opens** in the **central** panel. ![Inbound chats with manual distribution.png](https://wiki.webitel.com/__attachments/a_1b682fba60dc5df0e9faff340e4fd107b7a23fc149e13deda4b2d4b57ecd8acf/Inbound%20chats%20with%20manual%20distribution.png?cb=c565aa614221268c5e5fcb3803c3c907) *Fig. 9. Inbound chats with manual distribution* Unlike automatic chat distribution, adding a new chat to the list of chats waiting to be connected to the Agent is not accompanied by a sound signal. To accept a chat, you need to click the ![image2024-2-13_9-50-4.png](https://wiki.webitel.com/__attachments/a_3541cf6ce8899c3586c94f440cddfa25cb17ff445bf255f29efeb08f97668732/image2024-2-13_9-50-4.png?cb=8f53a502aa79b44a1c68202904338010) button to the record of a particular chat. The scale under the entry shows the waiting time of the Subscriber. The color changes depending on the percentage of the waiting time to the time entered in the [Max wait time](https://wiki.webitel.com/docs/parameters-chat-inbound-queue.md#Parameters(ChatInboundQueue)-1.1.Maxwaittime) field of this Queue: * Green - \< 50 % * Yellow - 51-75% * Red - 76% \< Self-assigned chats are enabled on the [**Parameters**](https://wiki.webitel.com/docs/parameters-chat-inbound-queue.md) detail page of this Queue. After accepting a chat, the central block opens the history of communication between the Subscriber and the chatbot, the ability to send a message to the Subscriber, and other options. After accepting a chat, it is listed in the Active chats section. If self-assigned distribution is enabled, you can accept several chats. The maximum number of waiting chats is specified in the [**Max wait count**](https://wiki.webitel.com/docs/parameters-chat-inbound-queue.md#Parameters(ChatInboundQueue)-1.6.Maxwaitcount) field on this Queue's [**Parameters**](https://wiki.webitel.com/docs/parameters-chat-inbound-queue.md)tab. If there are any issues when sending a message, a notification will appear indicating that the message was not sent. ### 1.3. Closed chats Here, closed chats in which the Agent participated are displayed. In the left panel, the **chat** currently open in the **central** **panel** is highlighted with a thick grey border. Only chats from the current day are displayed. A counter is also displayed --- the number of closed chats for the current shift *(Fig. 10)*. ![Closed chats counter.png](https://wiki.webitel.com/__attachments/a_4ee3fb274829d767c79cc97f5b5c97846c272f3e5b0727f00687a40ac51961e5/Closed%20chats%20counter.png?cb=02b73d0c1bea2f75e0f019418c56b305) *Fig. 10. Closed chats counter* Reasons for closing the chat: * ![image2024-12-2_21-13-11.png](https://wiki.webitel.com/__attachments/a_8db88072ed6bb9c3feace87936a01fcbf70bf60c2a8374188c240e53cbd57aaf/image2024-12-2_21-13-11.png?cb=f514ae224744e040a2a16f3cab96e63d) --- the Subscriber closed the chat; * ![image2024-12-2_21-10-55.png](https://wiki.webitel.com/__attachments/a_9d6da619f3361784ec3257dc7a9c5629bdedfa0beb00004fd68b15ac47cd310b/image2024-12-2_21-10-55.png?cb=88ab592033431ba5d111cea96d4e2e04) --- the Agent closed the chat; * ![image2024-12-2_21-11-15.png](https://wiki.webitel.com/__attachments/a_dbf4e7fabed814831e06447f741408d29267df8bb0acd95c170369245f0f252e/image2024-12-2_21-11-15.png?cb=6ab0843d7f55fd0000756543b7b25edb) --- the response time expired. Clicking on an entry opens the message history in the central block, If the chat was closed by the Subscriber or the response time expired, you need to click the ![image2024-12-4_11-46-24.png](https://wiki.webitel.com/__attachments/a_b19d3f4426ce9742df8c856fcb4066ca474032c6ebdda9e7503fc776e571f934/image2024-12-4_11-46-24.png?cb=ae5daa81c4283916daa38a78d5d4c235) button to move it to **Closed chats**. This button appears when you hover over the entry of the chat in the left panel. The list is sorted by the time the chat was closed, in descending order. The 10 most recently closed chats are displayed first. If there are more than 10 closed chats, a **More** button appears (*Fig. 11* ). After clicking the **More** button, the next 10 closed chats appear. ![More button.png](https://wiki.webitel.com/__attachments/a_b38b611d2a7cd2c21480671ff993b006e85d7b740606a6c0e1ba14c05e39bf33/More%20button.png?cb=93d4c043fc0c773735a20b5f19721557) *Fig. 11. More button* --- language: "en" --- # Access rights ## 1. Description By default, there is one role --- sysadmin, which has all rights and access. The User is authorised to access this or that page when configured with the necessary permissions. The procedure for passing the access checks: 1. Availability of a license; 2. Permission to access the application; 3. Permission to access the section (for applications that have sections); 4. Permission for actions in the application/section. ### 1.1. Availability of a license Please get in touch with your Webitel representative to obtain a license. ### 1.2. App permission The permission to access the application is defined on the [Applications access](https://wiki.webitel.com/docs/applications-access-roles.md) tab of the role entry, which is on the [**Roles**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Roles) page from the **Permissions** category. How to set this resolution can be found [here](https://wiki.webitel.com/docs/applications-access-roles.md). ### 1.3. Permission to access the section Permission to access a section is defined in a modal window (opened through the editing tool of the application containing this section) on the [Applications access](https://wiki.webitel.com/docs/applications-access-roles.md) tab for the role entry, which is on the [**Roles**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Roles) page from the **Permissions** category. How to set this resolution can be found [here](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.2.Grantaccesstoapartition). In cases where additional settings are enabled (switch(s) in the on position) on the [Objects](https://wiki.webitel.com/docs/objects-permissions.md) page (from the **Permissions** category), access can be granted through the [**Managed by operations**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Managed+by+operations) tab or the **Permissions** tab of the particular entry to which you want to get permission. Available only for entry from those sections to which access is granted! ### 1.4. Permission to action in an application/section By default, all switches on the [Objects](https://wiki.webitel.com/docs/objects-permissions.md) page are in the off position. When the [Managed by operations](https://wiki.webitel.com/docs/objects-permissions.md#Objects(Permissions)-1.3.2.Managedbyoperations) and[**Managed by records**](https://wiki.webitel.com/docs/objects-permissions.md#Objects(Permissions)-1.3.3.Managedbyrecords)switches for the relevant section are in the off position, Users with permission to access the application or section (see sections 1.2 and 1.3) are allowed the following actions: read, edit, create, and delete. Otherwise, action permissions for the section can be configured on the following pages: 1. [Managed by operations](https://wiki.webitel.com/docs/managed-by-operations.md); 2. [Managed by records](https://wiki.webitel.com/docs/managed-by-records.md); 3. [Role permissions](https://wiki.webitel.com/docs/role-permissions-roles.md); 4. Permissions. #### 1.4.1. Managed by operations On the [Managed by operations](https://wiki.webitel.com/docs/managed-by-operations.md)tab, Users and Roles are selected. Permissions for actions such as **Add**, **Select**, **Update**, and **Delete** are configured for each of them. These settings apply when the **Managed by operations** switch for the relevant section on the [Objects](https://wiki.webitel.com/docs/objects-permissions.md) page is enabled (*Fig. 5*). #### 1.4.2. Managed by records On the [Managed by records](https://wiki.webitel.com/docs/managed-by-records.md)tab of a section, default values can be configured. These values will be passed to the [**Permissions**](https://wiki.webitel.com/docs/permissions-teams.md) tab when new objects are created in the selected section, provided the **Managed by records** switch for the section on the [Objects](https://wiki.webitel.com/docs/objects-permissions.md) page is enabled. If the **Managed by records** switch is enabled, the **Managed by operations**switch will also be enabled! #### 1.4.3. Role permissions [Role permissions](https://wiki.webitel.com/docs/role-permissions-roles.md) is the tab for roles. Here, additional rights for the role can be configured, such as eavesdropping rights, viewing CDR phone numbers, data export grid, playback record file, and more, as well as global rights for viewing, editing, deleting, and creating. More information about these rights can be found [here](https://wiki.webitel.com/docs/role-permissions-roles.md). Global rights from the [Role permissions](https://wiki.webitel.com/docs/role-permissions-roles.md) page take priority over the rights configured on the [Managed by operations](https://wiki.webitel.com/docs/managed-by-operations.md)tab! These rights include **Select** , **Add**, **Delete** , and **Update**. For instance, if the [Role permissions](https://wiki.webitel.com/docs/role-permissions-roles.md) page grants permission to edit, but editing is restricted on the [Managed by operations](https://wiki.webitel.com/docs/managed-by-operations.md) tab, the User with that Role will still be able to edit. #### 1.4.4. Permissions Permissions are used when the [Managed by records](https://wiki.webitel.com/docs/objects-permissions.md#Objects(Permissions)-1.3.3.Managedbyrecords)switch is in the on position. On the [**Permissions**](https://wiki.webitel.com/docs/permissions-agents.md) tab, action permissions for specific records are configured. The [**Permissions**](https://wiki.webitel.com/docs/permissions-agents.md) tab is present in objects within the following sections: * Users; * Devices; * Buckets; * Call lists; * Calendars; * Agents; * Teams; * Resources; * Resource groups; * Queues. If access to the section is granted, but there is no permission for actions on the specific record, the right to perform actions can be provided through the global rights **Select** , **Add**, **Delete** , and **Update** in the [Role permissions](https://wiki.webitel.com/docs/role-permissions-roles.md) tab for the User's Role (see *Option 4*). The **Permissions** tab shows only the Roles and Users that you can view. If you do not have permission to view other Users, you will only see yourself and your Roles on the **Permissions** tab, if they are configured there. ## 2. Practical examples ### A task: Make settings under which the **Test_User** User will have access to view data about the **Test_team**Team. #### **Option 1** These conditions are met: * license **CALL_CENTER**; * the **Test_User** User is assigned the**Super-admin** Role (*Fig. 1* ). The **Super-admin** Role has access to the **Admin** application (*Fig. 2* ) and the **Team** section of this application (*Fig. 3* ). Configured in the [Applications access](https://wiki.webitel.com/docs/applications-access-roles.md) tab of the **Super-admin** entry; ![Assigning the Super-admin role.png](https://wiki.webitel.com/__attachments/a_0167f6544b2d6684821388346730ab37eff754913f9f9bf28168fd7806df1e51/Assigning%20the%20Super-admin%20role.png?cb=9d3112c5f04749df4d653a708d38a71e) *Fig. 1. Assigning the Super-admin role* ![Allowing the Super-admin role to access the Admin application.png](https://wiki.webitel.com/__attachments/a_2665d68efcd9c81d29e20782da8a8cb90c5987a152a6a87a8e8862b0fe62a740/Allowing%20the%20Super-admin%20role%20to%20access%20the%20Admin%20application.png?cb=99d7dde710f8078814c36fd2711d8336) *Fig. 2. Allowing the Super-admin role to access the Admin application* ![Allowing the Super-admin role to access the Teams partition of the Admin application.png](https://wiki.webitel.com/__attachments/a_fbaf991e3b8b8a449cc5ceb5fdf84457965f83129d85e1700d9b0d713dc2f908/Allowing%20the%20Super-admin%20role%20to%20access%20the%20Teams%20partition%20of%20the%20Admin%20application.png?cb=0b85ce8c0412c4edbde389cfd8864880) *Fig. 3. Allowing the Super-admin role to access the Teams section of the Admin application* * on the [Objects](https://wiki.webitel.com/docs/objects-permissions.md) page in the **cc_team** entry, the **Managed by operations** and **Managed by records** switches are off. (*Fig. 4*). ![The Managed by operations and Managed by records  switches are off.png](https://wiki.webitel.com/__attachments/a_2a1f8e80fafd2b0d9e3bae307eb55ff51c756608b7dc7367469a7c683e090178/The%20Managed%20by%20operations%20and%20Managed%20by%20records%C2%A0%20switches%20are%20off.png?cb=63082b84f7e44e0804a5bac9c71972e2) *Fig. 4. T* *he* *Managed by operations* *and* *Managed by records* *switches are off* With these settings, the user can read, create, edit, and delete on the [**Teams**](https://wiki.webitel.com/docs/teams.md) page. ##### **Option 2** These conditions are met: * license CALL_CENTER; * the **Test_User** User is assigned the **Super-admin** Role (*Fig. 1* ). The **Super-admin** Role has access to the **Admin** application (*Fig. 2* ) and the **Team** section of this application (*Fig. 3* ). Configured in the [Applications access](https://wiki.webitel.com/docs/applications-access-roles.md) tab of the **Super-admin** entry; * on the [Objects](https://wiki.webitel.com/docs/objects-permissions.md) page in the `cc_team` entry, the **Managed by operations** switch is on (*Fig.5*). ![The Managed by operations  switch is on.png](https://wiki.webitel.com/__attachments/a_20bed84cd0c467b598d117431ff85c712509b5c3bad4c3f6ff608f252fbac88e/The%20Managed%20by%20operations%20%C2%A0switch%20is%20on.png?cb=57d3da6c2a91e32eaeb0f6cf16acf723) *Fig. 5. The Managed by operations switch is on* * in the [**Managed by operations**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Managed+by+operations) tab of the **cc_team** entry, which is on the [Objects](https://wiki.webitel.com/docs/objects-permissions.md) page, * there is permission for the **Read** action for the **Test_User** User (*Fig. 6* ), or for the **Super-admin** Role. ![Action permission for Test_User user.png](https://wiki.webitel.com/__attachments/a_5f8aa340b0bbc5bbfa367e4943fbacd92dc34b2f823728a33aa571c04ea397ec/Action%20permission%20for%20Test_User%20user.png?cb=25b4befe05178eeb3ef04b9d1f529f3c) *Fig. 6. Action permission for Test_User User* With these settings, the user can only view information on the [**Teams**](https://wiki.webitel.com/docs/teams.md) page. Other action permissions can be configured by changing the settings from **Forbidden** to **Allow** or **Allow with delegation**. ##### **Option 3** These conditions are met: * license **CALL_CENTER**; * the **Test_User** User is assigned the **Super-admin** Role (*Fig. 1* ). The **Super-admin** Role has access to the **Admin** application (*Fig. 2* ) and the **Team** section of this application (*Fig. 3* ). Configured in the [Applications access](https://wiki.webitel.com/docs/applications-access-roles.md) tab of the **Super-admin** entry; * on the [Objects](https://wiki.webitel.com/docs/objects-permissions.md) page in the **cc_team** entry, the **Managed by operations** and **Managed by records** switches are on (*Fig. 7*); ![The Managed by operations and Managed by records  switches are on.png](https://wiki.webitel.com/__attachments/a_ee4c451afee7bb27ee3b6708b405307b2ff14254ec8755618cc81ef510ef5312/The%20Managed%20by%20operations%20and%20Managed%20by%20records%C2%A0%20switches%20are%20on.png?cb=7cb6b03d625aa480e836959d88abbfa8) *Fig. 7. T* *he* *Managed by operations* *and* *Managed by records* *switches are on* * in the [**Managed by operations**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Managed+by+operations) tab of the **cc_team** entry, which is on the [Objects](https://wiki.webitel.com/docs/objects-permissions.md) page, there is permission to action for the **Test_User** User, or for the **Super-admin** Role (*Fig. 6*); * in the [Permissions](https://wiki.webitel.com/docs/permissions-teams.md) tab of the **Test_team** entry, that on the [**Teams**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Teams) page there is permission for the **Read** action for the **Test_User** User, or for the **Super-admin** Role (*Fig. 8*). ![Action permission for Super-admin role.png](https://wiki.webitel.com/__attachments/a_2cd684f61361a5df55260d48fe6650831626c521439317c13e6cba20e0c30b9e/Action%20permission%20for%20Super-admin%20role.png?cb=91598896e64cf72577445fa92442d49b) *Fig. 8. Action permission for Super-admin role* With these settings, the user can only view information on the [**Teams**](https://wiki.webitel.com/docs/teams.md) page. Other action permissions can be configured by changing the settings from **Forbidden** to **Allow** or **Allow with delegation**. ##### **Option 4** These conditions are met: * license **CALL_CENTER**; * the **Test_User** User is assigned the **Super-admin** Role (*Fig. 1* ). The **Super-admin** Role has access to the **Admin** application (*Fig. 2* ) and the **Team** section of this application (*Fig. 3* ). Configured in the [Applications access](https://wiki.webitel.com/docs/applications-access-roles.md) tab of the **Super-admin** entry, which is on the [**Roles**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Roles) page; * in the [Role permissions](https://wiki.webitel.com/docs/role-permissions-roles.md) tab of the **Super-admin** entry, on the [**Roles**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Roles) page, there is the **Select** permission (*Fig. 9*). ![The Select permission.png](https://wiki.webitel.com/__attachments/a_a02597e34b465cd73fa3a3a8889967aa82fcffc735655a3ca2cbd6d56cceb38d/The%20Select%C2%A0permission.png?cb=4cec3363cd75cb81d23227eb18681c53) *Fig. 9. The* *Select**permission* With these settings, the user can view information on all permitted pages (*see sections 1.2 and 1.3*). --- language: "en" --- # Active calls ## 1. Description The page is designed for viewing active calls. These are calls that are taking place at the moment. Only calls with Agents for which you have view permissions are displayed. It consists of the following elements: 1. Filter block (*Fig.1(1)* ); 2. Registry (*Fig.1(2)* ); 3. Pagination (*Fig.1(3)*). ![Active calls page - Workspace.png](https://wiki.webitel.com/__attachments/a_4992b761da7a58c982afc36ab78d1a6eb22bbefae97635b102a8208b1cc292d0/Active%20calls%20page%20-%20Workspace.png?cb=2e49f1852346ac2685acb6497158977e) *Fig. 1. Active calls page* ### 1.1. Filter block It is designed to filter the data displayed in the registry. It consists of the following elements: 1. Filtering fields (*Fig.2(1)*); 2. Reset filters button (*Fig.2(2)*); 3. Expand filters button (*Fig.2(3)*). ![Filter block (Active calls).png](https://wiki.webitel.com/__attachments/a_3cbc6820c8a4467d5b990a2dbd9b9351945cedbf11e04c8d0a5f9da898c0db07/Filter%20block%20(Active%20calls).png?cb=2cdc942b6fef05414a5d186df268e242) *Fig. 2. Filter block* #### 1.1.1. Filtering fields Available fields for filtering: * Direction; * Result; * Gateway; * Queue; * User; * Agent; * Supervisor; * Team. The number of fields may vary depending on the User's rights to view the page. #### 1.1.2. Reset filters button Represented as a button ![image-20251202-163422.png](https://wiki.webitel.com/__attachments/a_b85540aee9ad209e7564c51ceb899eff4cd1b6468aa81239ef9c727bcf0f78b4/image-20251202-163422.png?cb=c670b68de3dc57c22a75ab997f2533e3) , all previously selected filters are reset when clicked. #### 1.1.3. Expand filters button Represented as a ![Screenshot 2024-12-13 135544.png](https://wiki.webitel.com/__attachments/a_0e6b11b1967c1d79108ead960d124b2af80868dbb8bb12d5fcd2308655ddce62/Screenshot%202024-12-13%20135544.png?cb=86db6f4e87f6232ea4e586e8b68b5ffc) button, all fields for filtering are revealed when clicked. #### Note The number of fields displayed may vary depending on the browser window size. Use the ![Screenshot 2024-12-13 135544.png](https://wiki.webitel.com/__attachments/a_0e6b11b1967c1d79108ead960d124b2af80868dbb8bb12d5fcd2308655ddce62/Screenshot%202024-12-13%20135544.png?cb=86db6f4e87f6232ea4e586e8b68b5ffc) button to expand all fields. ### 1.2. Registry It is designed to display records with data about active calls. It consists of the following elements: 1. Select visible columns (*Fig.3(1)*); 2. Refresh button (*Fig.3(2)*); 3. Registry (*Fig.3(3)*). ![Registry (Active calls).png](https://wiki.webitel.com/__attachments/a_75c0fe59d276eed041a877b260ed7ec4bdaf8069e7b65b6d3df5c18ce9857f8a/Registry%C2%A0(Active%20calls).png?cb=06d2f9b7a9bb148e8257420e1eb5ff96) *Fig. 3. Registry* #### 1.2.1. Select visible columns It is designed to select the columns displayed in the registry. The **Select visible columns** modal window opens (*Fig.4* ) when you click on the ![Выбрать колонки.png](https://wiki.webitel.com/__attachments/a_470fed9b2ab0a8665a76c5b86d973b14e465028ca2aa82ec5a5f3ae1362a1b21/%D0%92%D1%8B%D0%B1%D1%80%D0%B0%D1%82%D1%8C%20%D0%BA%D0%BE%D0%BB%D0%BE%D0%BD%D0%BA%D0%B8.png?cb=5c389c84550c57a0f6e43e3afff99c83) button. ![Select visible columns modal window.png](https://wiki.webitel.com/__attachments/a_036ee3d60cbb8fee9a67e91b45cdbfa952bca9aa357d16467c7ac9c3a0eb1975/Select%20visible%20columns%20modal%20window.png?cb=43e5b3000fb5b3d558c535249f33f552) *Fig. 4. Select visible columns modal window* Select the checkbox --- this column is displayed in the registry; Clear checkbox --- this column is not displayed in the registry. #### 1.2.2. Refresh button Updating the register table is performed by clicking on the refresh button - ![image-20241220-111256.png](https://wiki.webitel.com/__attachments/a_e343a09ef01688ff1dd050be4e3197994568f9f1ba94653bb0791315a7453134/image-20241220-111256.png?cb=0fd65de569482dd6843ba5cf15d182e9) . *(Fig.3(2)).* #### 1.2.3. Registry The data in the registry is updated every 10 seconds. The following columns are available in the registry: 1. Started at; 2. Direction; 3. Duration; 4. From; 5. Agent; 6. To; 7. Destination; 8. Extension; 9. Queue; 10. Result; 11. User; 12. Blind transfer. ##### 1.2.3.1. Started at The time when the call began. ##### 1.2.3.2. Direction Displays call directions: * ![Журнал. Входящий звонок.png](https://wiki.webitel.com/__attachments/a_95c76b7b5eb32177c663206ff7afd39b355e940a5bf3b7c7082e9c19fd3478e7/%D0%96%D1%83%D1%80%D0%BD%D0%B0%D0%BB.%20%D0%92%D1%85%D0%BE%D0%B4%D1%8F%D1%89%D0%B8%D0%B9%20%D0%B7%D0%B2%D0%BE%D0%BD%D0%BE%D0%BA.png?cb=c2277d1084b14b91b9a09352d21f97e8) - inbound; * ![Журнал. Исходящий звонок.png](https://wiki.webitel.com/__attachments/a_a54a97f5a536bfbfccbb97f4b45c2d28f0c0a45fbbacdf709822e3025378209f/%D0%96%D1%83%D1%80%D0%BD%D0%B0%D0%BB.%20%D0%98%D1%81%D1%85%D0%BE%D0%B4%D1%8F%D1%89%D0%B8%D0%B9%20%D0%B7%D0%B2%D0%BE%D0%BD%D0%BE%D0%BA.png?cb=5391d576600f1383c315f6dafd3b2563) - outbound. ##### 1.2.3.3. Duration Displays the amount of time from the start of the call until the last update of the registry. ##### 1.2.3.4. From Displays the number from which the call originated. Depending on the type of call, it has different meanings (*see Tab. 1*). ##### 1.2.3.5. Agent Displays the name of the Agent who is on the call. In case of a call between two Agents, the Agent who initiated the call is displayed. ##### 1.2.3.6. To Displays the number of the called party. Depending on the type of call, it has different meanings (*see Tab. 1*). ##### 1.2.3.7. Destination The number being called is displayed. Depending on the type of call, it has different meanings (*see Tab. 1*). ##### 1.2.3.8. Extension Displays the user's Extension. Depending on the type of call, it has different meanings (*see Tab. 1*). | | **Сolumns** |||| |----------------------------|----------------------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------------| | **Call type** | **From** | **To** | **Destination** | **Extension** | | **Inbound** | Subscriber number | Webitel User number (filled in after the User has picked up the phone) | The number dialed by the Subscriber | | | **Outbound IVR** | The number that is entered in the[**settings of the Resource**](https://wiki.webitel.com/docs/numbers-resources.md) through which the call is made | The number of the Subscriber to whom the call is being made (after [**modification**](https://wiki.webitel.com/docs/general-outbound-ivr-queue.md#General(OtboundIVRqueueandOutboundjobqueue)-1.7.Pre-executiveschema)**,** if digits were taken away or added) | Subscriber's number | | | **Preview dialer** | User [**Extension**](https://wiki.webitel.com/docs/general-users.md#General(Users)-1.4.Extensions) (Webitel) | The number of the Subscriber to whom the call is being made (after [**modification**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/General+%28Offline%2C+Preview+and+Inbound+job+queues#General(Offline,PreviewandInboundjobqueues-1.7.Pre-executiveschema)**,** if digits were taken away or added) | Subscriber's number | User [**Extension**](https://wiki.webitel.com/docs/general-users.md#General(Users)-1.4.Extensions) (Webitel) | | **Progressive dialer** | The number that is entered in the[**settings of the Resource**](https://wiki.webitel.com/docs/numbers-resources.md) through which the call is made | * The number of the Subscriber to whom the call is being made (after [**modification**](https://wiki.webitel.com/docs/general-predictive-dialer.md#General(PredictivedialerandProgressivedialer)-1.8.Pre-executiveschema)**,** if digits were taken away or added); * Webitel User number (filled in after the User has picked up the phone) | Subscriber's number | | | **Predictive dialer** | The number that is entered in the[**settings of the Resource**](https://wiki.webitel.com/docs/numbers-resources.md) through which the call is made | * The number of the Subscriber to whom the call is being made (after [**modification**](https://wiki.webitel.com/docs/general-predictive-dialer.md#General(PredictivedialerandProgressivedialer)-1.8.Pre-executiveschema)**,** if digits were taken away or added); * Webitel User number (filled in after the User has picked up the phone) | Subscriber's number | | | **Outbound** | User [**Extension**](https://wiki.webitel.com/docs/general-users.md#General(Users)-1.4.Extensions) (Webitel) | The number of the Subscriber to whom the call is being made (after [**modification**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Dialplan#Dialplan-1.4.3.Destinationnumber)**,** if digits were taken away or added) | The number dialed by Webitel User/Agent | User [**Extension**](https://wiki.webitel.com/docs/general-users.md#General(Users)-1.4.Extensions) (Webitel) | | **Internal between Users** | User [**Extension**](https://wiki.webitel.com/docs/general-users.md#General(Users)-1.4.Extensions) (initiator of the call) | User [**Extension**](https://wiki.webitel.com/docs/general-users.md#General(Users)-1.4.Extensions) (recipient of the call) | User [**Extension**](https://wiki.webitel.com/docs/general-users.md#General(Users)-1.4.Extensions) (recipient of the call) | User [**Extension**](https://wiki.webitel.com/docs/general-users.md#General(Users)-1.4.Extensions) (initiator of the call) | *Tab. 1. Display data depending on the type of call* ##### 1.2.3.9. Queue Displays the name of the Queue from which the call is made. ##### 1.2.3.10. Result The states the call was in when the last refreshed page was displayed. The following states are possible: * **Ringing** - dialing the Subscriber or Agent, depending on the type of Queue; * **Active** - connected with the Subscriber or the Agent; connecting with the other side - the Agent, or the Subscriber, respectively; * **Bridge** - the Subscriber is connected to the Agent, and a conversation is taking place; * **Hangup** - end of the call; * **Hold** - holding the call. ###### 1.2.3.10.1. Call listening window The listener tool appears next to the status name when a call is in the **bridge** state. Clicking on ![image-20241231-103802.png](https://wiki.webitel.com/__attachments/a_50fc37947d6e23108f3891c0dc56507c023df6a8f5d5504edb53f81bcee57b19/image-20241231-103802.png?cb=041bc6cd4167634e92bc723d7f0eb687) opens the window for listening to the call (*Fig. 5*). Listening is only available to a User with **Eavesdrop call** permission. You can configure this permission on the[**Role Permissions**](https://wiki.webitel.com/docs/role-permissions-roles.md) tab for the Role assigned to the User. ![image2024-4-15_21-2-53.png](https://wiki.webitel.com/__attachments/a_e979258acc652e68030ea4b846e5bdbe4fa8daed15e20ee2cb5adaebbe7233d2/image2024-4-15_21-2-53.png?cb=22572967a81be1747196f6c0e84424f8) *Fig. 5. Call listening window* The window consists of displaying information: * agent's name; * subscriber's name; * the duration of the call. There are also additional buttons, such as: ![Screenshot 2024-12-31 123608.png](https://wiki.webitel.com/__attachments/a_d8ee33ad95af6941b4c120d147c2de70ac80aba21c4cfd2805798856c19db138/Screenshot%202024-12-31%20123608.png?cb=fa003013fb764967e96e257ee80e6c18) - the microphone is disabled. The microphone automatically turns on when you switch to Prompter or Conference mode. To exit these modes, use the microphone button (mute); ![Screenshot 2024-12-31 123621.png](https://wiki.webitel.com/__attachments/a_f14620fde68c264eabb16548b20ef2e11b8e47c2e45bd2b800c0e7d6daf93f12/Screenshot%202024-12-31%20123621.png?cb=75417aa20f89bd6dabd6d1efdec8e786) - Prompter mode - only the Agent hears the connected person; ![Screenshot 2024-12-31 123630.png](https://wiki.webitel.com/__attachments/a_e2b762a5330d6886ed956956af55cc8a56bae61292e10a7cb61a3dce4e4b129d/Screenshot%202024-12-31%20123630.png?cb=a72d0511a33b07e5dac149d0e72bbe21) - Conference mode - the Agent and the Subscriber hear the joiner. ##### 1.2.3.11. User Displays the username of the Webitel User that is present in the conversation. In a case of an internal call between Agents, the User who initiated the call will be displayed. It is advisable to use the display of this field if you need to display internal calls since not all Users can be Agents (to display the name in the **Agent** column). ##### 1.2.3.12. Blind transfer The number to which the blind transfer was made is displayed here. When there is no blind transfer, the field remains empty. ### 1.3. Pagination It consists of the **Rows per page** field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages. ## 2. Opportunities ### 2.1. Selection of displayed columns in the registry | **Goal** | **Select of displayed columns in the registry** | |---------------|----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Supervisor application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agents section in the Supervisor application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthepartition); 3. The presence of at least one Agent. | | Steps | 1. Click the ![Снимок экрана 2024-04-15 211632.png](https://wiki.webitel.com/__attachments/a_6920343f2ed52466936c83c191e720f5632cd5ddd044322e01ff11419d087288/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-04-15%20211632.png?cb=5578723e1ddb1e330211ff9544ad7b76) button. The **Select visible columns** modal window opens (*Fig.4*). 2. Columns to display in the table - select in the checkbox; columns that should not be displayed - clear checkboxes. 3. Click the **Add** button. | | Result | The modal window closes. The selected columns are displayed in the registry. | ### 2.2. Filter the displayed data in the Registry | **Goal** | **Select to display calls from the Orders Queue** | |---------------|----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Supervisor application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agents section in the Supervisor application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthepartition); 3. The presence of at least one Agent; 4. The presence of the Orders Queue. | | Steps | 1. Click on the **Queue** field. A drop-down list with existing Queues opens. 2. Select the Orders Queue. If the required Queue is not in the displayed list, then use the Queue field as a search field - enter Orders. 3. Click on Orders. | | Result | The data registry is reloaded, and the data for the selected filter is displayed. | --- language: "en" --- # Add a Subscriber to the Inbound Task Queue — Email ## 1. Description This Flow schema is used for receiving email messages from the address specified in the Email profile settings. The Flow schema routes the received emails to the Queue for an Agent. ### 1.1. Flow example An example flow can be seen in Figure 1. ![Добавление абонента во входящую очередь задач - Email.png](https://wiki.webitel.com/__attachments/a_d00bf35932a4ab161a807e863901cee3985b1384655c4b5f57fba4cf8c4f2def/%D0%94%D0%BE%D0%B1%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D0%B5%20%D0%B0%D0%B1%D0%BE%D0%BD%D0%B5%D0%BD%D1%82%D0%B0%20%D0%B2%D0%BE%20%D0%B2%D1%85%D0%BE%D0%B4%D1%8F%D1%89%D1%83%D1%8E%20%D0%BE%D1%87%D0%B5%D1%80%D0%B5%D0%B4%D1%8C%20%D0%B7%D0%B0%D0%B4%D0%B0%D1%87%20-%20Email.png?cb=2e9d7ac722f89f5d391e325bb727b67a) *Fig. 1. Add a Subscriber to the Inbound Task Queue --- Email* For convenience, you can download the completed JSON file, which is attached below, and then import it. [Add a Subscriber to the Inbound Task Queue --- Email-schema.json](https://wiki.webitel.com/__attachments/a_eb0bf139ba17ae4b5451a0cebd033aa027c8057cccf295308ebd5707a75b735a/Add%2520a%2520Subscriber%2520to%2520the%2520Inbound%2520Task%2520Queue%2520%25E2%2580%2594%2520Email-schema.json.md?cb=015d7a21f3df8fdf5fc31026d6e4c8f7) #### 1.1.1. Flow description | Component | Block of component | Component parameters | Description | |-------------------------------------------|-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | **Branch 1** |||| | Start | ![image2024-3-4_11-14-7.png?version=1&modificationDate=1710443207661&cacheVersion=1&api=v2&width=120&height=76](https://wiki.webitel.com/__attachments/a_44cc0f26435040918876325ca5dc9fc93da92a7376afe3e38b885fd560df9785/image2024-3-4_11-14-7.png%3Fversion=1&modificationDate=1710443207661&cacheVersion=1&api=v2&width=120&height=76?cb=3b3f1bab721bb2f8e5bfffef5160298e) | | Start component | | [Custom code](https://wiki.webitel.com/docs/custom-code.md) | ![image-20240830-083731.png](https://wiki.webitel.com/__attachments/a_c6be46c925d97b92324893b36f796c187b6efcff7c78f3e37239258743bcc66e/image-20240830-083731.png?cb=27581d695b9311fc4f130c4cbf116bf9) | ![image-20240830-084010.png](https://wiki.webitel.com/__attachments/a_73371751109e73e5b70187e0f08515cc8f84468c2ecab3b67547c03d14403c4b/image-20240830-084010.png?cb=7dbe0c86253c28a2411b606a55ea4ae5) | In the **Custom code** field, enter: { "findContact": { "q": "${from}", "qin": [ "emails" ], "setVar": "listContacts", "size": 10, "token": "SUPER" } } | | [If](https://wiki.webitel.com/docs/if.md) | ![image2024-3-1_13-7-0.png?version=1&modificationDate=1709291225019&cacheVersion=1&api=v2&width=120&height=176](https://wiki.webitel.com/__attachments/a_021de23ce0d2db430200dcfe987a10792bb8af3fed75d411b95b3de9718f1bb2/image2024-3-1_13-7-0.png%3Fversion=1&modificationDate=1709291225019&cacheVersion=1&api=v2&width=120&height=176?cb=4c4c0d58a74851f7bea8c43271c13d32) | ![image-20240830-083846.png](https://wiki.webitel.com/__attachments/a_8a5a65645241e4d49f1992b1236431cfec8dc68177d3b93ecd180559c44ab64c/image-20240830-083846.png?cb=82336bdb1477882d01990d1d3a1434d1) | In the Expression field, enter the following condition: `+${listContacts.data.0.id} > 0` | | **Branch 2** |||| | [Script](https://wiki.webitel.com/docs/script.md) | ![image-20240830-083641.png](https://wiki.webitel.com/__attachments/a_616d9c7bbcaa96ad62e05153cee3580955e228c922c95150d48697132ffa6c84/image-20240830-083641.png?cb=fd931dd357bfdd671a1d77723a6d1047) | ![image-20240830-090256.png](https://wiki.webitel.com/__attachments/a_1ad8fe50edf5f0e83944db20ad98e228123d39bc98e0881707c892d29f0b6699/image-20240830-090256.png?cb=41b376b51a3af0c7f1b920b41fc6e5c0) | * in the **Set result to variable** field, enter the name of the variable to which the code value is passed. For example, `contactIds`. * in the **Script** field: var a = JSON.parse(${listContacts}); return JSON.stringify(a.data.map(function(i){ return i.id})) | | [Custom code](https://wiki.webitel.com/docs/custom-code.md) | ![image-20240830-083740.png](https://wiki.webitel.com/__attachments/a_4a988c0dbd6d7cc271b566c4ab932fc5f8280488bea1a8a7ee3f8781820d2658/image-20240830-083740.png?cb=27581d695b9311fc4f130c4cbf116bf9) | ![image-20240830-094036.png](https://wiki.webitel.com/__attachments/a_f36edb8dc2f6f39ad25cc740699b67885515f6836c3025cde50e4e95a65e9d54/image-20240830-094036.png?cb=94fd1ced29fc87c4d52c0cc45ba0ca55) | In the **Custom code** field, enter: { "linkContact": { "contactIds": "${contactIds}" } } | | **Branch 3** |||| | [Callback Queue](https://wiki.webitel.com/docs/callback-queue.md) | ![image-20240830-094010.png](https://wiki.webitel.com/__attachments/a_705a752ce134aa0b0d702cbb21073177c2e30f880072ee59aaa739b4aba3b8b7/image-20240830-094010.png?cb=162e447eb9ba2ba02e3e5b37b2f86a77) | ![image-20240905-082537.png](https://wiki.webitel.com/__attachments/a_ccf192bb3c086e7a1355b23eba7df487dfb027fc7447738bea6e12ae44bc7ae8/image-20240905-082537.png?cb=fe64b3e0bbf8deecee6424e3be65e628) | * in the **Name** field, enter the name by which inbound tasks will be labeled. You can specify it as a text or a variable. In this example, the variable` ${subject} `is used, representing the message's subject; * In the **Queue** field, select the Inbound Task Queue to which the email messages will be routed; * In the **Destination** field, specify the email address from which the message was received, using the variable `${from}`; * in the **Set variables** field, the variable `message_id` is defined as `${message_id}` for further use, for example, in the [Flow schema for email processing](https://wiki.webitel.com/docs/processing-and-reply-to-email.md). | --- language: "en" --- # Add description When you click the **Add description** button, a **Description** field and a **Delete description** button will be added. The **Description**field is used to add comments to the component. Clicking the **Delete description** button removes the description field and brings back the **Add description**button. ![Description.png](https://wiki.webitel.com/__attachments/a_05ad6a9915cb00cd7700471076f15a5c49d6b22dcf5a558ada932d5f32bcf65c/Description.png?cb=0aacce98e839ed7d5dc39559c124dfc3) --- language: "en" --- # Add missed call to outgoing dialer ## 1. Description Task of the flow: Each incoming call, if it was not answered by the operator, should be included in the dialer's outgoing campaign. ### 1.1. Flow example An example flow can be seen in Figure 1. ![Add missed call to outgoing dialer.png](https://wiki.webitel.com/__attachments/a_c9e14a14a3283db171496e6c794d8ff24055c3b27507432ffd175cb26b9dc686/Add%20missed%20call%20to%20outgoing%20dialer.png?cb=c84822cd182400c7a8c85b9636b65f09) Fig. 1. Flow for adding a missed call to an outgoing dialer For convenience, you can download the completed JSON file, which is attached below, and import it. [Add missed call to outgoing dialer.json](https://wiki.webitel.com/__attachments/a_1c62f3cc603d38ecec42175023bede1105b35bf33858054f09f9121d5593587c/Add%2520missed%2520call%2520to%2520outgoing%2520dialer.json.md?cb=9e8db5b248efc554eabd590acd495266) #### 1.1.1. Flow description | **Component** | **Block of component** | **Component parameters** | **Description** | |---------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Start | ![image2024-2-29_18-14-18.png](https://wiki.webitel.com/__attachments/a_4fdda6ad658d8d0eee570c6b99c71bb90c84c360d2912403485de6baf19ce411/image2024-2-29_18-14-18.png?cb=0ff6bc3c64f16781e6d8c35c2795d69c) | | Start component | | Answer | ![image2024-2-29_18-14-40.png](https://wiki.webitel.com/__attachments/a_0cdd84608947bda95dabd24b228668cf290147f7671235464d0adeede02ddc2b/image2024-2-29_18-14-40.png?cb=7f92717faccceb6245319717b7482300) | ![image2024-2-29_18-17-6.png](https://wiki.webitel.com/__attachments/a_0c4ebf2fad28e92c6aa7e5100507261106bab72d66ecb588f3a373657c84bd2c/image2024-2-29_18-17-6.png?cb=f48af0af8d57158dee80ceb50dd156df) | Connect subscriber to the system | | Playback | ![image2024-2-29_18-14-56.png](https://wiki.webitel.com/__attachments/a_6fe74b8285bf2b589a90fea64df9e8ac0f720d910eca3e72efb94899d3bf6e42/image2024-2-29_18-14-56.png?cb=b23914c6d48b63fd24106a57e11f4026) | ![image2024-2-29_18-16-47.png](https://wiki.webitel.com/__attachments/a_d4366a37bad122974c86108fa9d180eb7916a7c8925081bc323e552ef13eba1c/image2024-2-29_18-16-47.png?cb=fa73da22dd4227c6346a791f5da4454a) | Play audio file at the start of a conversation. For example, with information that all operators are busy. This requires: * select "media" in the "File type" field; * in the "Media" field that appears, select a file that will be played to the subscriber; * press the "Add" button. | | Join Queue | ![image2024-2-29_18-15-5.png](https://wiki.webitel.com/__attachments/a_3e1a2aeebc33d2bd786cd58548709b6d2d15233f84644a661b3eba90c63b301d/image2024-2-29_18-15-5.png?cb=1909d65c3f184e2ac9833f5b61eaff39) | ![image2024-2-29_18-16-26.png](https://wiki.webitel.com/__attachments/a_6363a1a9d6f51469a4283e91c430d04b0408dffb08f4c973b1f31770da817c07/image2024-2-29_18-16-26.png?cb=d7ce9f6bb72523dbaccb9e68d0d45836) | Redirect to a queue to wait for a connection to an operator. This requires: * select the incoming queue in the "Queue" field. | | Hangup | ![image2024-2-29_18-15-34.png](https://wiki.webitel.com/__attachments/a_a35c91b9560a8c3cf7ee45790dc4c5edf20c38e3483667a101f7f091cda9e38f/image2024-2-29_18-15-34.png?cb=131a65aa50b7fa96997223a6d6cb0dd0) | ![image2024-2-29_18-15-53.png](https://wiki.webitel.com/__attachments/a_86c68db65cce285a235a1cd6c3aec08cccfb21f2ba5b065e345a37501b9a6f00/image2024-2-29_18-15-53.png?cb=7e9e4479d982a4ed47584021e474eb7c) | End the call | | | | | | | Trigger | ![image2024-2-29_18-17-39.png](https://wiki.webitel.com/__attachments/a_302eb1ea8de0cc60776def134c4eb5701119d2b56e2c8f52aca8db37e5fd6e05/image2024-2-29_18-17-39.png?cb=cd9dbb2210c4e4ddd3837dbe0acf4c22) | ![image2024-2-29_18-18-0.png](https://wiki.webitel.com/__attachments/a_1d10fb22553fce2bf246d376fcae2a8ec38da3ae5ca55ee1c6018dda63165354/image2024-2-29_18-18-0.png?cb=c131bbd9f9b9921ca8350925a7c8d51c) | Trigger to execute the flow after the end of the call | | Member info | ![image2024-2-29_18-18-25.png](https://wiki.webitel.com/__attachments/a_2ffef9a106f30d87315c33cda53bfe4bc655e30bbb1cb4da3e72be8a71b21ac5/image2024-2-29_18-18-25.png?cb=cdce52935c470aa201748a394a951c74) | ![image2024-2-29_18-18-54.png](https://wiki.webitel.com/__attachments/a_a4a785fc7d9d0facb9357605d78bee4c041ff198875f3c7486c7b11fb243d58a/image2024-2-29_18-18-54.png?cb=9708b768a5b9bc579e9437db8a63491d) | Designed to search for information on the subscriber. This requires: * enter a variable in the "Destination" field - `${caller_id_number} ;` * enter the queue for which the check is made in the "Queues" field. * enter in the "Set" field `member_exists - id` | | Switch | ![image2024-2-29_18-19-15.png](https://wiki.webitel.com/__attachments/a_9755a8990592074afa3c6c4bd457530602d904e8e56678de03071bd4fac55809/image2024-2-29_18-19-15.png?cb=911383b327685433ffdb5eb397d2030e) | ![image2024-2-29_18-19-30.png](https://wiki.webitel.com/__attachments/a_585c155d5b738b22d02c01c452f6a254a3d0eff4b862e1323c27f74c01cadcbd/image2024-2-29_18-19-30.png?cb=9a2e718e182ebba339ebdef1708b6a4c) | Branch the flow into options for a successful call (success) or missed (abandoned) This requires: * enter in the "Variable" field - `${cc_result}` * enter "`successful`" and "`abandoned`" in the "Cases" field. | | If (branch 1) | ![image2024-2-29_18-19-48.png](https://wiki.webitel.com/__attachments/a_ce20b7d380c58d6b1a8fe35801f5fa54300611bf378e254a0e38f5c8331cc7db/image2024-2-29_18-19-48.png?cb=ce4a55d7102b12911b5d425c5bfdc84c) | ![image2024-2-29_18-20-13.png](https://wiki.webitel.com/__attachments/a_9e51ec07373f7249432a31a27134b40ca78aebe607bb36e18528f4b0fd3e8309/image2024-2-29_18-20-13.png?cb=c01d648f3088adb2b5113beef991388a) | Check if the call was successful. This requires: * enter in the "Expression" field - `${member_exists}` | | Patch Members (branch 1) | ![image2024-2-29_18-20-30.png](https://wiki.webitel.com/__attachments/a_64303305c38ab971809720eb14d64460db0f21c2c482b0a20859772aebbba68a/image2024-2-29_18-20-30.png?cb=cfe0e6673e987b6a7dbe80df450276d6) | ![image2024-2-29_18-20-51.png](https://wiki.webitel.com/__attachments/a_5ccb00ae62bd28fe65d7831e3140b0a7ba6e28f8105b5eff81ca02e3deffb82e/image2024-2-29_18-20-51.png?cb=74423605ac3db274979daf3761a4c376) | Cancel the call for this subscriber. This requires: * enter in the field "Destination" - `${caller_id_number}` * enter the queue for which the check is being made in the "Queues" field; * switch "Today" to the off position; * check the "Stop cause" checkbox and enter "success" in the same field in the "Patch member" element. | | If (branch 2) | ![image2024-2-29_18-21-13.png](https://wiki.webitel.com/__attachments/a_943e4916fb3812cb34e800ba18eb4eca4c21a66388435e1b0d7ff8a6e0c97b1a/image2024-2-29_18-21-13.png?cb=f3377ff15077024c587d85f28ab35b26) | ![image2024-2-29_18-21-31.png](https://wiki.webitel.com/__attachments/a_64f7caf6e739ce99aef3bbf01ca41c02dd1b1bfe93de25cba0bebeedd10917f3/image2024-2-29_18-21-31.png?cb=c443a6a7b854c399cfac9e1cdaa4e1ed) | Check if the subscriber is not in the queue. This requires: * enter in the field "Expression" - `!${member_exists} ` | | Callback Queue (branch 2) | ![image2024-2-29_18-21-47.png](https://wiki.webitel.com/__attachments/a_ebf8f77b7682aa966a5fb0736d51388ebbbc65c0b7b31a48e8ee3c3073393d71/image2024-2-29_18-21-47.png?cb=495485a7434c61b3308d30ff2a10a466) | ![image2024-2-29_18-22-4.png](https://wiki.webitel.com/__attachments/a_b8bc38d635e0b74873a325748edb7375960b8b34fe8d4bc8e20db6358de787d3/image2024-2-29_18-22-4.png?cb=36d3fbbbe0effcb5255241663cc71f74) | If the subscriber is not in the queue - add to the queue. This requires: * enter the name of the subscriber in the "Name" field. In this example - Missed client; * select the queue to which you want to add the subscriber in the "Queue" field. In this example - Offline queue; * enter the amount of time after which you need to call back in the "Hold (sec)" field, ; * enter in the "Communication" element, in the "Destination" field `${caller_id_number}` * select the required type of communication in the "Communication type" field. In the example - "Mobile"; * enter in the "Set variables" fields : `Source - Missed call from inbound queue` | --- language: "en" --- # Adding an emergency message scheme to the current IVR schemes ## Role-based restrictions Changes to the schemes can only be made by Webitel system users who have the appropriate access rights to the Admin panel. ## Preliminary settings Preliminary on the main IVR scheme, a check for an activated Calendar must be set up. If the Calendar is activated, the scheme will include a link to the emergency message scheme. Once the audio message from this scheme has been played, the main IVR branch will resume playing. ## Step-by-step instructions 1. Generating an audio message to be played in critical situations before the main IVR scheme using the Text-To-Speech service. The operator creates a text message, then uses the available service to generate and save the audio message in WAV format. Admin → Lookups → Media files ![IMG_3196.PNG](https://wiki.webitel.com/__attachments/a_3e645e9623b2bcfe3f08d18343ca9faeca1f4a6b768ee954a946d91454dd634b/IMG_3196.PNG?cb=15460717f94610b0a8744837165c1130) → Text-to-Speech. ![IMG_3195.PNG](https://wiki.webitel.com/__attachments/a_d6d065f7ba97827de96554982d3072e5a81e93d23967f1fee4349cca0b3e6465/IMG_3195.PNG?cb=bc1d38d9beb4502253b52890a73fdc56) ![Screenshot 2023-05-10 150137.png](https://wiki.webitel.com/__attachments/a_e158c0eba00f321c673089d1b68f7406a462f169ff70db9cc1a43c6720517e76/Screenshot%202023-05-10%20150137.png?cb=2daf19761b14600c77193261479f84be) 2. The system user accesses the emergency message scheme settings (function "Playback") and selects the previously generated audio message, then saves the changes. If any audio message is already added to the scheme, it needs to be removed and replaced with the new one. No changes are made to the main IVR scheme. Admin → Lookups → Flow Schemas ![IMG_3199.PNG](https://wiki.webitel.com/__attachments/a_45c717c7c894d7b75bfb4c3b2fc28bbbc28c152f8fb09bfc1938d73cd5755565/IMG_3199.PNG?cb=25e24be571c40ce7e1b4a1508dd167d7) ![IMG_3198.PNG](https://wiki.webitel.com/__attachments/a_7b54f7e8d3375f1711a376349fc2d26aea7c1825d7cf4bc6469c8256ed0c06f0/IMG_3198.PNG?cb=40fe1c58e32f7a167a52d1ddd9fdb775) 3. The user navigates to the "Calendars" section in the Admin panel, selects the Calendar for the emergency message scheme, configures it, and activates it according to the needs. Admin → Lookups → Calendars ![IMG_3197.PNG](https://wiki.webitel.com/__attachments/a_997106b8edd8fe074086628c63acf099f2db06a92cf13c7bd41470794a7cfde9/IMG_3197.PNG?cb=30f643fd7b208247febd493468cf3dbe) ![4.png](https://wiki.webitel.com/__attachments/a_30d34419c2f5a1b7ad958370802c1dc97b29fd14200a7d1fafefb0aeb24d398a/4.png?cb=c30559ee76628539951da9d633f0cab9) If there is a need for early deactivation of the emergency message scheme, the user must go to the Calendar in the Admin panel and deactivate the previously enabled Calendar for this scheme. --- language: "en" --- # Admin ## 1. Description The application is designed for configuration and management. The start page of the application consists of: 1. Side menu (*Fig.1.(1)*); 2. Logo (*Fig.1(*2)); 3. Design theme switch (*Fig. 1(3))*; 4. Application menu (*Fig.1.(4)*); 5. User menu (*Fig.1.(5)*); 6. Main menu (*Fig.1.(6)*). ![Main page of the Admin app.png](https://wiki.webitel.com/__attachments/a_e540e407fba8ad676853b9d0db72dc51679ce87f4b2f70660f350428479e8dae/Main%20page%20of%20the%20Admin%20app.png?cb=31f5fe392f43e317c30f2b2a3ccd9abf) *Fig.1. Main page of the Admin application* The side menu, application menu, and user menu are located on all pages of the Admin application. ### 1.1. Side menu It openes by clicking the menu button (*Fig.1.(1)*). Duplicates the main menu. ![Side menu.png](https://wiki.webitel.com/__attachments/a_ae0c49c416bb8b00fa81efd71f9078611d6bdf2a641e5a863127768b1ad37618/Side%20menu.png?cb=10d6016c69c338928dec219a76b85b18) *Fig. 2. Side menu* ### 1.2. Logo Clicking on the logo opens the [start page](https://wiki.webitel.com/docs/webitel-start-page.md#Webitel:Startpage-1.2.Theuserisloggedin). ### 1. 3. Design theme switch Dark and light website design mode are available. Use the ![image2024-3-7_16-27-20.png](https://wiki.webitel.com/__attachments/a_c450fd48c05d6df8949da450120f2d7961866e7f671055c6c0e668917bf29d5e/image2024-3-7_16-27-20.png?cb=7dfb93522d8922f97554d83ec028702a) switch at the top of the page to change the theme. ### 1. 4. Application menu Clicking on the ![image2024-1-24_13-55-39.png](https://wiki.webitel.com/__attachments/a_a3c8043a99dc73fe53585554d2f04051eab702811d73133fce045eeac6bc9f7a/image2024-1-24_13-55-39.png?cb=24eb288c8c789fe6230e1abad190a952) icon opens a list of available applications (*Fig.3*). ![Applications menu.png](https://wiki.webitel.com/__attachments/a_bfe6a002323c510610d3950af45e8b1827172db285799e4638bfe4a5ebba5c3a/Applications%20menu.png?cb=8da4999000d4bfeba85199d247f9786d) *Fig. 3. Application menu* ### 1.5. User menu Clicking on the ![image2024-1-24_15-37-10.png](https://wiki.webitel.com/__attachments/a_05fe8eece1eeae7fda919e032d815f1d14b06946a9309c1f34e4000debecf99c/image2024-1-24_15-37-10.png?cb=316b79efd5d244a4d3698bb7d11dba9c) icon opens the user menu (*Fig. 4*), which consists of: * Username information; * **Docs** - takes you to the Webitel documentation page; * **Settings** - takes you to the [**Settings**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Settings) page; * **Logout** - exit the system; * Assembly version information. ![User menu.png](https://wiki.webitel.com/__attachments/a_e30915038de468052c4aad95708c84e87f2950d3f4cec27a251041935c9a82d2/User%20menu.png?cb=424284f5c6b9e65b9c24eed81e0b971a) *Fig. 4. User menu* ### 1.6. Main menu Displays categories (*Fig.5(1)* ) and sections (*Fig.5(2)*) they contain. ![Main menu.png](https://wiki.webitel.com/__attachments/a_b6983eb49041698d480e1525c2be01c4066c05fcfd4429db81cbf0a66569169a/Main%20menu.png?cb=9aea6e61deff714f10649d71e0c113d3) *Fig. 5. Main menu* --- language: "en" --- # Administration This section contains materials on configuring and maintaining the Webitel system. It includes instructions on managing users, access rights, service configurations, and technical parameters that ensure the stable and secure operation of the platform. --- language: "en" --- # Administration / System Settings This section includes system and technical instructions intended for administrators. It describes basic configurations, device management, and system functionality. * [How to open console](https://wiki.webitel.com/docs/how-to-open-console.md) * [Recommendations for monitoring and support Webitel infrastructures](https://wiki.webitel.com/docs/recommendations-for-monitoring-and-support-webitel-infrastructures.md) * [Auditing](https://wiki.webitel.com/docs/auditing.md) * [Create a predictive dialer](https://wiki.webitel.com/docs/create-a-predictive-dialer.md) * [Data for additional settings](https://wiki.webitel.com/docs/data-for-additional-settings.md) * [Typical scenarios for working with licenses in Webitel](https://wiki.webitel.com/docs/typical-scenarios-for-working-with-licenses-in-webitel.md) * [Cases (User Guide for the Section)](https://wiki.webitel.com/docs/cases-user-guide-for-the-section.md) * [Lookups (Creation and Configuration Manual)](https://wiki.webitel.com/docs/lookups-creation-and-configuration-manual.md) * [Custom Chat Gateway: Typical Use Cases and Configuration](https://wiki.webitel.com/docs/custom-chat-gateway-typical-use-cases-and-configuration.md) * [Configuring access restrictions to catalogs by teams and skills](https://wiki.webitel.com/docs/configuring-access-restrictions-to-catalogs-by-teams-and-skills.md) * [Instruction for Launching Post Processing Form during a Manual Outgoing Call](https://wiki.webitel.com/docs/instruction-for-launching-post-processing-form-during-a-manual-outgoing-call.md) * [Typical Dialer Scenarios in Webitel](https://wiki.webitel.com/docs/typical-dialer-scenarios-in-webitel.md) * [IVM Configuration](https://wiki.webitel.com/docs/ivm-configuration.md) --- language: "en" --- # Agent ## 1. Description This dashboard displays information on the agent. You can select an agent both in the drop-down list of agents at the top of the dashboard, and in the "Current agent status" or "Agents" tables of the "Agents" dashboard by clicking on the agent's name. Consists of: 1. Drop-down list "Agent"; 2. "Breaks for today" table 3. "Status log" table 4. "Calls" table ![Dashboard.png](https://wiki.webitel.com/__attachments/a_6f69d4800528a890198569e8830aa5a66c075be18580cbe174837e442afd220a/Dashboard.png?cb=00390956aa6d0f83e798be69c36273a5) *Dashboard "Agent"* ### 1.1. Drop-down list "Agent" It is intended for selection of the agent information on which it is necessary to look. ### 1.2. "Breaks for today" table Displays information about the agent's breaks for today. Consists of columns: * **Cause**- displays the name of the reasons for the break that are available to this agent. The list of possible breaks is configured on the "Agent Status" page; * **Time**- displays the percentage of the amount of time spent by the agent in this break to the maximum possible amount of time in this break, through the display in the progress bar. ### 1.3. "Status log" table Displays information on the statuses in which the agent was. Consists of columns: * **Status**- the name of the status; * **Sign** **in**- the time of transition to this status; * **Sign out** - the time to exit this status; * **Duration**- the amount of time the agent has been in this status. Statuses are: * **Waiting**- waiting for connection with the member; * **Distribution (offering)** - connected to the member, connects to the agent; * **Busy (bridged)** - the call is connected with the agent and the member; * **Post-processing** - the agent enters the data on the call; * **Completion / Wrap up (wrap_time)** - pause between calls. The duration of this status is indicated in the "Pause between calls \*" field on the "Dialing parameters" detail page of the command in which the agent is a member; * **Missed** - goes into this status, when the agent missed the call. The duration of this status is indicated in the "Waiting time if there is no agent answer \*" field on the "Dialing parameters" detail page of the command in which the agent is a member. * **Break (pause)** - the agent is in pause mode; * **Forced break (break_out)**- forcibly takes offline. Transfers to this status when the agent missed the maximum number of calls, which is specified in the "Maximum number of unanswered calls" field on the "Dialing parameters" detail page of the command this agent is a member of; * **Online**- agent in Online mode; * **Offline** - the agent is offline. ### 1.4. "Calls" table Displays information about each call that was with the participation of this agent. Consists of: * **Time**- the start time of the conversation; * **Direction**- separates inbound and outbound directions * **Number**- member's number; * **Queue**- the name of the queue from which the call was made; * **Duration**- amount of time * **Reason for termination** - the name of the reason for the end of the call. A list of possible termination reasons can be found [here](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Hangup+cause). --- language: "en" --- # Agent connectivity: SIP/WS and connection errors ## Agent connectivity: SIP/WS and connection errors ## 1. Description A dashboard for network diagnostics of agent connectivity. It shows whether an agent is really reachable (SIP registration, WebSocket), whether the system moved them to offline because the connection was lost, and which attempts to connect a call to them failed. Answers the question "the agent is online, but calls and chats are not routed to them --- why". Refreshes automatically every 10 seconds. **Consists of:** 1. Filters: the "Teams", "Agents", "Queues", "Alert window, min" and "Row limit" drop-down lists; 2. Current state stat block (6 stats); 3. The "Agents: current SIP/WS status" table; 4. The "Confirmed system disconnects by minute" chart; 5. The "Failed agent legs by cause" chart; 6. The "System auto-offline history (WS/SIP)" table; 7. The "Failed agent connections --- diagnostic layer" table. ![image-20260812-093609.png](https://wiki.webitel.com/__attachments/a_a57d190ed6d849f677e9449de1554fbc5595518d0b6d2fc51f38796932300aa9/image-20260812-093609.png?cb=3c979ec17289215b265866dc63d1e3fd) ### 1.1. Drop-down lists ![image-20260812-111315.png](https://wiki.webitel.com/__attachments/a_1b9b5f2820d3ec970ea59c849ea29f50c0f710a36496580d54381cfd9269ad38/image-20260812-111315.png?cb=e5056fe00e5ccd44165a000e23f2550a) | Filter | Purpose | |-------------------|---------------------------------------------------------------------------------------------------------------------------------------------------------------| | Teams | Selects the teams to display data for | | Agents | Selects agents | | Queues | Selects queues. Affects the failed-connection panels | | Alert window, min | The interval used by the "Disconnects in alert window" and "Agent-leg errors in alert window" stats: 5, 15, 30 or 60 minutes. Does not affect any other panel | | Row limit | The maximum number of rows displayed in the dashboard tables | ### 1.2. Current state stat block ![image-20260812-093632.png](https://wiki.webitel.com/__attachments/a_6c90133f472da7d5a84a5078a2bb4ae014271149ced91608b185cb4fc0ecaf4b/image-20260812-093632.png?cb=9bd2c7af8da6e4c27836bce4b3dfbc35) | Stat | What it shows | Colours | |----------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------| | Online / break_out | The number of agents in `online` or `break_out` status --- logged in, regardless of whether they are handling interactions right now. Current state; the Grafana time range does not affect this stat | Green if at least one agent is found; `0` is blue | | Online without WS | Of the `online` / `break_out` agents --- how many currently have no active WebSocket connection. Agents with an active | `0` --- green; `1` or more --- red | | Online without SIP | Of the `online` / `break_out` agents --- how many currently have no active SIP connection. Agents with an active | `0` --- green; `1` or more --- red | | Current auto-offline | How many agents the system is currently keeping offline because WS or SIP is missing (causes `system/ws`, `system/sip`, `system/ws/sip`). These are current unresolved cases, not history over a period | `0` --- green; `1` or more --- red | | Disconnects in alert window | The number of confirmed auto-offline events within the interval set by the "Alert window, min" filter. Independent of the global Grafana time range | `0` --- green; `1` or more --- red | | Agent-leg errors in alert window | The number of failed attempts to connect a call to an agent within the same interval. Counts `USER_NOT_REGISTERED`, `NO_USER_RESPONSE`, `NO_ANSWER`, `LOSE_RACE`, route/transport errors, `GATEWAY_DOWN` and `NORMAL_TEMPORARY_FAILURE` | `0` --- green; `1` or more --- orange. Orange rather than red because not every failed attempt confirms a network fault | ### 1.3. The "Agents: current SIP/WS status" table ![image-20260812-093640.png](https://wiki.webitel.com/__attachments/a_65a39ead6b965f3ccb45a4d3e4abf0a743aed375f17eb8594fb9f5e6e20495ca/image-20260812-093640.png?cb=b1ab6f7310d7aaf8dfa6ccddd00ad6a0) Consists of the following columns: | Column | What it means | |------------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Agent / Agent ID | The agent's name and internal identifier | | Team | The team the agent belongs to | | Status | The computed status: `online`, `offline`, `break_out`, etc. | | Call channel | The state of the voice channel: `waiting`, `bridged`, `processing`, `wrap_time`, etc. | | WS | WebSocket connection state: `CONNECTED` / `DISCONNECTED` | | SIP | SIP registration state: `CONNECTED` / `DISCONNECTED` | | Push | `ACTIVE` if the agent has a valid Webitel mobile Push session, otherwise blank. It only means the app can be woken by a push: it does not confirm a SIP or WS connection and does not guarantee delivery of any specific message | | Diagnosis | The overall assessment of the connection: `OK`, `WARNING` or `CRITICAL` with a reason (for example, `CRITICAL: auto-offline`) | | Status since / Channel since | The time of the last status change and, separately, of the last call-channel change | | Last WS / Last SIP | The time of the last activity over WebSocket and over SIP | | Status reason | The technical payload (for example, `system/ws/sip` --- the status was set by the system because WS and SIP dropped at the same time) | Rows are sorted `CRITICAL` first, then `WARNING`, then `OK`; within a group --- by team and agent name. The table shows the current state, so the global Grafana time range ("Today", "Last 6 hours") does not filter it. A past date in the "Last WS" and "Last SIP" columns means there has been no activity over that connection since then --- it is not a display error. ### 1.4. The "Confirmed system disconnects by minute" chart ![image-20260812-093649.png](https://wiki.webitel.com/__attachments/a_5a9e277b0d9082eddea78520897a39bda08697c0238a1c8d0da6c13902420ccb/image-20260812-093649.png?cb=6178e3fa00d3da68e35f9af8cb0b9594) A bar chart grouped by minute. The `WS`, `SIP` and `WS + SIP` series are stacked on top of each other; the legend below shows the total number of events of each type for the period. Depends on the global Grafana time range. `No data` means there were no confirmed system disconnects in the selected period. ### 1.5. The "Failed agent legs by cause" chart A bar chart of failed attempts to connect a call to an agent, grouped by minute and by termination cause. Each cause has its own colour: `USER_NOT_REGISTERED`, `NO_ANSWER`, `NO_USER_RESPONSE`, `LOSE_RACE`, route/transport causes and others. Depends on the global Grafana time range and on the "Queues" filter. `No data` means there were no failed attempts in the selected period. ### 1.6. The "System auto-offline history (WS/SIP)" table ![image-20260812-093702.png](https://wiki.webitel.com/__attachments/a_b0d48e7fdb2820b6ce7062eee9f2f9721cb0d1af2a4c63d58a20a44456ccba5e/image-20260812-093702.png?cb=9a9f687713e85c1772bdba6d624c913a) The history of confirmed system disconnects, one row per episode. Depends on the global Grafana time range. Consists of the following columns: | Column | What it means | |------------------|---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Start / End | The time the episode started and ended | | Duration, sec | The length of the episode. For `ONGOING` it is counted from the start of the offline period to the present moment; for `ENDED` --- until the connection was restored or the status changed again. Despite the "sec" label, the value is displayed in convenient units: seconds, minutes, hours or weeks | | Agent / Agent ID | The agent the episode concerns | | Team | The agent's team | | Disconnect | What exactly dropped: `WS`, `SIP` or `WS + SIP` | | Payload | The technical cause tag | | State | `ONGOING` --- the episode is still in progress; `ENDED` --- it has finished | ### 1.7. The "Failed agent connections --- diagnostic layer" table A detailed list of failed attempts to connect a call to an agent (agent leg), one row per attempt. This is the section to open once the "Agent-leg errors in alert window" stat has been triggered. Depends on the global Grafana time range and on the "Queues" filter. `No data` means there were no such attempts for the selected period and queue. Consists of the following columns: | Column | What it means | |-----------------------------|---------------------------------------------------------------------------------| | Time / Agent / Team / Queue | When the attempt was made, to whom, and from which queue | | Cause | The agent leg termination cause code | | SIP code | The SIP response code | | Attempt ID / Agent Call ID | The identifiers of the distribution attempt and of the call on the agent's side | | Diagnostics | The interpretation of the cause (see below) | Values of the "Diagnostics" column: | Value | What it means | |-------------------------------------|---------------------------------------------------------------------------------------------------| | `CONFIRMED: SIP not registered` | The agent's SIP was not registered at the time of the attempt | | `LIKELY: route/transport failure` | A probable routing or transport problem | | `POSSIBLE: endpoint did not answer` | The agent's device did not respond | | `INDIRECT: race/bridge failure` | An indirect sign that does not in itself prove a network fault. This is where `LOSE_RACE` belongs | | `OTHER` | Another cause | Only the `CONFIRMED` value unambiguously confirms a problem with the agent's connection. The rest require verification. --- language: "en" --- # Agent Guides This section provides instructions for call center operators. * [Webitel Workspace. Call Center User Guide](https://wiki.webitel.com/docs/webitel-workspace-call-center-user-guide.md) * [Instruction for Working with the Active Calls Section in Supervisor](https://wiki.webitel.com/docs/instruction-for-working-with-the-active-calls-section-in-supervisor.md) * [Instruction for working with the Agents section in Supervisor](https://wiki.webitel.com/docs/instruction-for-working-with-the-agents-section-in-supervisor.md) * [Instruction for Working with the Queues Section (Supervisor)](https://wiki.webitel.com/docs/instruction-for-working-with-the-queues-section-supervisor.md) * [Instruction for Uploading an Audio File for the Agent's Personal Greeting](https://wiki.webitel.com/docs/instruction-for-uploading-an-audio-file-for-the-agent-s-personal-greeting.md) * [Video calls](https://wiki.webitel.com/docs/video-calls.md) --- language: "en" --- # Agent metrics List of possible metrics (*Fig.1*): * ![image-20251121-170758.png](https://wiki.webitel.com/__attachments/a_7898025f1c8887be7192082274853251540efed9eee075c0a3100571af35acc9/image-20251121-170758.png?cb=a01f674decfb57122449c6841e7c9697) **Incoming calls** --- displays the number of incoming calls; * ![image-20251121-171114.png](https://wiki.webitel.com/__attachments/a_a4ab9f0594e2f7f44234e82041c2b3d497d3477c120cb71fa16c051b15fcb9f7/image-20251121-171114.png?cb=1346f8ad450695a963ff2e3631b1e29c) **Inbound queue calls** --- displays the number of answered incoming calls (from queues of the Inbound queue type and direct calls to the agent); * ![image-20251121-171514.png](https://wiki.webitel.com/__attachments/a_b39bf0b2f149e496f00351b4bef26a898bbc4ff70fda156390000f26a057f504/image-20251121-171514.png?cb=45da2771377dafd619a9b2e6056e0c98) **All dialer calls** --- displays the number of successful calls from queues of the following types: Preview, Predictive, Progressive; * ![image-20251121-172436.png](https://wiki.webitel.com/__attachments/a_a236ed8c2cc1e1cdfbf12110f3c7dbf42af9f053a70385e998a3c82c83623a5e/image-20251121-172436.png?cb=e418397cca369b15a54bbf40efc39710) **Manual calls** --- displays the number of manual outbound calls (both successful and not answered by the customer); * ![image2021-9-22_15-4-9.png](https://wiki.webitel.com/__attachments/a_6a980b9d3a6b0e59bbdf2ae5c0af642ce2174a46de9d41e9cf44e3b08cfe0fd4/image2021-9-22_15-4-9.png?cb=2c2cd5dd0b47d90d982ecbadaf97d807) **Processed calls** --- displays the number of calls (made through [Workspace](https://wiki.webitel.com/docs/workspace.md)) in which both parties were successfully connected; * ![image-20251121-172723.png](https://wiki.webitel.com/__attachments/a_2f2d524149908522662af9b54d7c93055fe2769239f2ca95e71d4d63f0001b8f/image-20251121-172723.png?cb=4a79b65d11c90a82988f87cefab06ea0) **Missed calls** --- displays the number of calls that were missed; * ![image-20251121-172745.png](https://wiki.webitel.com/__attachments/a_e4a9166a4a6e8b63109122009c0d64ab73bb9c393b72fbb62d72c9f139915c77/image-20251121-172745.png?cb=8a56eb80a60a51fa1cbc45465d6027a3) **Missed from queues** --- displays the number of calls missed by the agent from all queue types (calls where no connection with an agent occurred); * ![image-20251121-172921.png](https://wiki.webitel.com/__attachments/a_4dbe08550c45fe383ad2728b77ed5a920830d9ad4b7594518d6a1b1667058aa3/image-20251121-172921.png?cb=dad821ff6f7b85d703ae36c6a8eb9b54) **Average Talk Time** --- displays the average duration of the agent's calls; * ![image2021-9-22_15-5-15.png](https://wiki.webitel.com/__attachments/a_7684a1296068a5188f4c6d224e3d5f555030385bd25f51607e8467f881c12169/image2021-9-22_15-5-15.png?cb=089e4c91ad81a6e61c0aa7464aa58a89) **Average Hold Time** --- displays the average time a call spent in hold mode; * ![image-20251121-173142.png](https://wiki.webitel.com/__attachments/a_41d85d8680061f07fe263b7255705b1c127e7294913bbc1cc97ae2a27d2657bd/image-20251121-173142.png?cb=3da4269a78f6d2c2f2da40126bb1aa75) **Occupancy** --- displays the percentage ratio of call-handling time (dialing, talking, holding, after-call work) to the total time the agent spent in the "Online" working status. The metric applies only to calls; **Calculation formula:** **Occupancy** = (Dialing time + Talk time + Hold time + After-call work time + Time in "Training" status) / (Time in "Ready" status + Time in "Pause" status + Time in "Training" status) × 100% * ![image-20251121-174010.png](https://wiki.webitel.com/__attachments/a_57447b8fc66224d2046a5251401d42fe9b10107d88bf86df8f753fb1fe157fdb/image-20251121-174010.png?cb=05395e11d85a58abdff2bca436a86fea) **Utilization** --- displays the percentage ratio of time in the "Online" status to the total time in the system; * ![image-20251121-174057.png](https://wiki.webitel.com/__attachments/a_b2f7bec144b713e53277b7d51b963988d039d2132caaf9f41275f46e3cad0551/image-20251121-174057.png?cb=2a14c9410f225a68fbc277d3c6b3f0f2) **Processed chats** --- displays the number of chats processed (closed) by the agent; * ![image-20251121-174210.png](https://wiki.webitel.com/__attachments/a_7edaf2ba8c2b861df8be6c8b47cbc4e7ca3b3aafc660b65cf163ba12776ca8f2/image-20251121-174210.png?cb=96a851303499181d26b1c1876513ca38) **Chat Handling Time** --- displays the average duration of chat servicing; * ![image-20251121-174238.png](https://wiki.webitel.com/__attachments/a_4f410c23e24f866a1c20bf82c01242ece5a0d54336b5abddf1d540edcd93cd1a/image-20251121-174238.png?cb=1a1c6fdfe8a9e7710fb2f5428bed953f) **Total Talk Time** --- displays the total duration of the agent's calls, including hold time; * ![image-20251121-174451.png](https://wiki.webitel.com/__attachments/a_e21e860b50bb10e3fded4e7dcbe975c727e470d00fe0da05cd6644d915429873/image-20251121-174451.png?cb=8c93c221d4e5d8a9ecc62c30770eb9d8) **After Call Work Time** --- displays the time the agent spends completing all tasks related to a call after it ends (form filling, wrap-up, operator notes, etc.); * ![image2024-10-3_17-20-44.png](https://wiki.webitel.com/__attachments/a_2dfa17c74481b0e9453dfab9a8f83f54ebf3d09f291d5d6298bbe6229d0fc427/image2024-10-3_17-20-44.png?cb=70963300366fb6ce50d58ae785e5295b) **Available** --- displays the time during which the agent was in the "Available" status; * ![image-20251121-174641.png](https://wiki.webitel.com/__attachments/a_c6b3f8a47eff85b76f50fda6fea3dd97ebd80d626a32689851e5f6f7ae4333dc/image-20251121-174641.png?cb=7dcd178f66422e2b8747f38a69360144) **Total VM time** --- displays the time the agent spends listening to voice messages if a corresponding wrap-up reason (e.g., *Voice mail*) is configured in the system. Calls are filtered using this specific reason; * ![image-20251121-175724.png](https://wiki.webitel.com/__attachments/a_ab01125aa9ee8d338054174cfdac83f1f3587dcc836195873a10bec53fea79fb/image-20251121-175724.png?cb=8538bcc9cc5fbedeb2ca84d8617d60c7) **Queue Talk Time** --- displays the time the agent spends on the line with customers within both inbound and outbound queue calls; * ![image-20251121-175741.png](https://wiki.webitel.com/__attachments/a_5a689bbdb4a7818df934db62fa9b4cf9ada843cbd53e1bc5ac13955a608ec520/image-20251121-175741.png?cb=5335b35e839bf3854283655ee980616b) **Task Quantity** --- the number of all successfully completed calls (queue and internal), chats, and tasks performed by the agent during the workday (call handling, email replies, chats, etc.). ![Agent metrics.png](https://wiki.webitel.com/__attachments/a_4bd15c98c05c804fcd0addffd7472e33d74467871e13dd3fd3ffc3f27e97bc44/Agent%20metrics.png?cb=4d7359557388a6c45a8801ea93a2ce14) *Fig. 1. Agent metrics* All metrics are considered from 00:00 today to the current moment. Select the checkbox only on those metrics you need to be displayed (*Fig.13*). ![Metrics settings.png](https://wiki.webitel.com/__attachments/a_a37ee62fa7321a0796ab197cf1e7a22792e140428e6399006b8ef88360621567/Metrics%20settings.png?cb=2c49fa64a90f680287ede35bc17a1fd8) *Fig. 2. Metric settings* --- language: "en" --- # Agent Skills ## 1. Description The page is for creating Skills for Agents. Skills are assigned to Agents to determine the Members from which Queues they can serve based on the agent's information: knowledge of a specific part of the product, knowledge of languages, etc. It consists of the following elements: 1. Assign Agent (*Fig.1(1)* ); 2. Creation tool (*Fig.1(2)* ); 3. Search field (*Fig.1(3)* ); 4. Refresh button (*Fig.1(4)* ); 5. Registry (*Fig.1(5)* ); 6. Pagination (*Fig.1(6)*). ![Agent Skills page.png](https://wiki.webitel.com/__attachments/a_48bf4ad1d2612770fbe5ac7585978434df37f288fdaa262717b4d2af850ecb48/Agent%20Skills%20page.png?cb=3ea3173e6e1eba810074ac3ddbaadb29) *Fig. 1. Agent Skills page* ### 1.1. Assign agent The **Assign Agent** button activates after selecting a Skill using the checkbox. You can choose several Skills. Agents are assigned all the selected Skills. The **Assign skill to agents** modal window opens (*Fig.2* ) when you click on the **Assign Agent** button. ![Assign skill to agents modal window.png](https://wiki.webitel.com/__attachments/a_e190f310c0ed2fe534ae241fd662de16c3d7d5ee89664c0526ff7c7eda957696/Assign%20skill%20to%20agents%C2%A0modal%20window.png?cb=56ddc8d5d3c3276d58815490fe8e0a83) *Fig. 2. Assign skill to agents modal window* #### 1.1.1. Assign skill to agents modal window The **Assign skill to agents** modal window consists of the following elements: 1. Filter block (*Fig.2(1)*); 2. Register (*Fig.2(2)*); 3. Close button; 4. Next button. ##### 1.1.1.1. Filter block The block of filters is used for faster search of the necessary Agents. It consists of the following elements: 1. Search field; 2. Team field; 3. Skill field; 4. Reset filters button. ###### 1.1.1.1.1. Search field The search is performed on the **Name** column. Use the **\*** symbol to search by part of a word. You can also use the**\*** character to replace any number of characters. ###### 1.1.1.1.2. Team A Team drop-down list to filter Agents that belong to a specific Team. ###### 1.1.1.1.3. Skill Skills drop-down list to filter Agents by these skills. ###### 1.1.1.1.4. Reset filters button Represented as a button ![image2024-3-19_15-48-38.png](https://wiki.webitel.com/__attachments/a_2c475c2675b33ec9503fada7f7734fd6b25e8301433e50e865bf52c3316f78eb/image2024-3-19_15-48-38.png?cb=ee1e13726f7a8744f2d7be609d57614e) , all previously selected filters are reset when clicked. ##### 1.1.1.2. Register The registry is a list of entries of existing objects in this section, each of which consists of a set of fields: 1. Checkbox; 2. Name; 3. Team. ###### 1.1.1.2.1. Checkbox Used to select one or more Agents to whom the Skill chosen will be assigned. ###### 1.1.1.2.2. Name The name of the Agent is displayed here. ###### 1.1.1.2.3. Team The name of the Team to which the Agent belongs is displayed here. ##### 1.1.1.3. Close Clicking the **Close** button closes the modal window. The Skill is not assigned. ##### 1.1.1.4. Next Clicking the **Next** button opens the **Select capacity and state** modal window (*Fig. 3*). ![Select capacity and state modal window.png](https://wiki.webitel.com/__attachments/a_4f6e3f36c8e543c8d56d43cc4cb309e9e29157686ad61a729afc41c57df66f19/Select%20capacity%20and%20state%20modal%20window.png?cb=3bfeb7c338d6186e0781bfde646217c9) *Fig. 3. Select capacity and state modal window* #### 1.1.2. Select capacity and state modal window The **Select capacity and state** modal window consists of the following elements: 1. Capacity; 2. State; 3. Add button; 4. Back button. ##### 1.1.2.1. Capacity Here enters the level of mastery of this Skill. It can be set from 0 to 100. The higher the number, the higher the Skill level. ##### 1.1.2.2. State Use the switch to enable/disable a Skill. The enabled Skills determine the Queues in which the Agent will work. ##### 1.1.2.3. Add Clicking the **Add** button adds the selected Skill to the selected Agents. ##### 1.1.2.4. Back Clicking on the **Back** button returns to the **Assign skill to agents** modal window (*Fig. 2*). ### 1.2. Creation tool Use the Add button (*Fig.1(2)* ) to create a new object. Access to a [**General**](https://wiki.webitel.com/docs/general-agent-skills.md)tab opens after clicking. You can open tabs for existing Agent Skills through the entries editing tool (see paragraph 1.4.4). Tabs: * [**General**](https://wiki.webitel.com/docs/general-agent-skills.md); * [**Agents**](https://wiki.webitel.com/docs/agents-agent-skills.md)**.** The [**Agents**](https://wiki.webitel.com/docs/agents-agent-skills.md) tab is available after saving the data on the [**General**](https://wiki.webitel.com/docs/general-agent-skills.md) tab. ### 1.3. Search field The search is performed on the **Name** column. It consists of an input field and a close button ( ![image-20241218-160723.png](https://wiki.webitel.com/__attachments/a_85ea7b87e060b48ab66475f47be57399b09d536ffb5d6cbbb39676b1812cc6d9/image-20241218-160723.png?cb=12d87794ce5fb274f2baf3f117c326c5) ) displayed when the cursor is placed in the input field. To search by part of a word or a number, use the **\*** symbol. You can also use the **\*** character to replace any number of characters. ### 1.4. Refresh button Updating the register table is performed by clicking on the refresh button - ![image-20241220-111256.png](https://wiki.webitel.com/__attachments/a_e343a09ef01688ff1dd050be4e3197994568f9f1ba94653bb0791315a7453134/image-20241220-111256.png?cb=0fd65de569482dd6843ba5cf15d182e9) . *(Fig.1 (4)).* ### 1.5. Registry The registry is a list of entries of existing objects in this section, each of which consists of a set of fields: 1. Checkbox; 2. Name; 3. Description; 4. Total agents; 5. Active skill agents; 6. Editing tool; 7. Removal tool. If there is no entry on the page, then an additional **Add** button is displayed in the register, the functionality of which duplicates the **Add** button in paragraph 1.1. #### 1.5.1. Checkbox Used to select one or more entries. An additional removal tool appears next to the search field after selecting one or more entries. Information about the number of entries chosen for deletion appears when you hover over this tool. When you click on it, a modal confirmation window appears. It contains the **Yes**, **No**, and close ( ![image2024-3-7_15-21-56.png](https://wiki.webitel.com/__attachments/a_19580876b07d3f0c2dd6c2b668b4807371ca4e24b2aef9b432657428ac0bba59/image2024-3-7_15-21-56.png?cb=7897b71d1cfde12c18814e7f4f5eab94) ) buttons. * Clicking the **Yes** button deletes the entries. * Clicking the **No** button closes the modal window, and the entries are not deleted. All records on the page will be selected if you select the checkbox in the header. ![Confirm deletion modal window.png](https://wiki.webitel.com/__attachments/a_1a4eb5820e6ee0b08a5d8076b9209d8bddea14f66eadc95492595b0d07102c3f/Confirm%20deletion%20modal%20window.png?cb=8e3c41c5f8d3d31ada0c6dbc86758a2e) *Fig. 4. Confirm deletion modal window* #### 1.5.2. Name The name of the Skill is displayed here. #### 1.5.3. Description Here is a description of the Skill. #### 1.5.4. Total agents The number of Agents assigned to this Skill is displayed here. #### 1.5.5. Active skill agents The number of Agents who have this Skill in an active state is displayed here. #### 1.5.6. Editing tool The **General** tab opens after clicking on this button - ![%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-16%20014501.png?version=2&modificationDate=1711149518789&cacheVersion=1&api=v2&width=20](https://wiki.webitel.com/__attachments/a_aa1b360464a2fb8ce661b875bebd00035f29552c6ab34b6371280da0f47e0ce9/%25D0%25A1%25D0%25BD%25D0%25B8%25D0%25BC%25D0%25BE%25D0%25BA%2520%25D1%258D%25D0%25BA%25D1%2580%25D0%25B0%25D0%25BD%25D0%25B0%25202024-02-16%2520014501.png%3Fversion=2&modificationDate=1711149518789&cacheVersion=1&api=v2&width=20?cb=65294f644190a5e29fb911a68921687b) . You can change the object's data and go to other tabs for editing. #### 1.5.7. Removal tool Used to remove an object with confirmation through a modal window. When hovering over the delete button ( ![image-20241231-121409.png](https://wiki.webitel.com/__attachments/a_692f36a607afe3150c07ea251ce90cc409ef546fa270147ebdd215cfffbd0817/image-20241231-121409.png?cb=6074777e1b6e4e58b69e2843f1acbef9) ), the tool name is displayed. After clicking the delete button, a confirmation modal window appears. Clicking the **Yes** button deletes the object. Clicking the **No** button closes the modal window, and the object is not deleted. ![Confirm deletion modal window.png](https://wiki.webitel.com/__attachments/a_30093462189f14f37ea12ed138f30818d426d7afc737d662bb0d33113fcf4b4a/Confirm%20deletion%20modal%20window.png?cb=8e3c41c5f8d3d31ada0c6dbc86758a2e) *Fig. 5.**Confirm deletion modal window* ### 1.6. Pagination It consists of the **Rows per page** field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages. ## 2. Opportunities ### 2.1. Create a new Skill | **Goal** | **Create a new Skill** | |---------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agent Skills section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to create in the Agent Skills section.](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section) | | Steps | 1. Click the **Add** button. The **General**tab opens. 2. Enter data. The **Save** button becomes active. 3. Click the **Save** button | | Result | Data saved. Agent Skill is created | ### 2.2. Delete a Skill | **Goal** | **Delete an Agent Skill** | |---------------|-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agent Skills section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to select and delete in the Agent Skills section](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section); 4. The presence of at least one Agent Skill. | | Steps | 1. Find the Skill you want to delete in the registry entries; 2. Click on the delete button - ![image2024-3-19_15-51-28.png](https://wiki.webitel.com/__attachments/a_a6b88ae4adf4f38d56ab555002370c1b521614a17348ada3ad6776d1039ea94c/image2024-3-19_15-51-28.png?cb=0db26730645b914ce7611906e4d6d14a) . A modal window opens to confirm the deletion; 3. Click the **Delete**button. | | Result | The modal window closes. The Agent Skill is removed. | ### 2.3. Delete several Agent Skills | **Goal** | **Delete several Agent Skills** | |---------------|-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agent Skills section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to select and delete in the Agent Skills section](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section); 4. The presence of at least one Agent Skill. | | Steps | 1. Find the Agent Skills you want to delete in the registry entries. Select them using the checkbox; 2. Click on the delete button at the top of the registry. A modal window opens to confirm the deletion. 3. Click the **Delete** button. | | Result | The modal window closes. Agent Skills are removed. | ### 2.4. Edit an Agent Skill | **Goal** | **Edit an Agent Skill** | |---------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agent Skills section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to edit in the Agent Skills section](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section); 4. The presence of at least one Agent Skill. | | Steps | 1. Find the Agent Skill you want to edit in the registry entries. 2. Click on the edit button in the entry of this Agent Skill. The **General** tab opens. 3. Make changes. 4. Click the **Save** button. | | Result | Data saved. | --- language: "en" --- # Agent statuses * [Description](https://wiki.webitel.com/docs/agent-statuses.md#Agentstatuses-Description) * [1. Agent statuses](https://wiki.webitel.com/docs/agent-statuses.md#Agentstatuses-1.Agentstatuses) * [2. Lookup "User status reasons while messaging"](#Agentstatuses-2.Lookup"Userstatusreasonswhilemessaging") ## ***Description*** This section contains the information about agent statuses, how to switch them, and how to create and use types of pause in Creatio lookup. ### **1. Agent statuses** User can change his current state on the status panel (Fig. 1). **Status panel elements:** 1 - current status timer 2 - current status indicator ![image2024-9-16_15-55-13.png](https://wiki.webitel.com/__attachments/a_49c1f5e94db03ffafad3403dcc5d802f86779684734a51dacf5ccd4bb3c38f55/image2024-9-16_15-55-13.png?cb=adbd547f86b83f4f703527bbd09974df) *Fig. 1. Status panel* After log in (Fig. 2), 3 statuses are available for an agent: | Status | Description | |--------------------------|------------------------------------------------------------------------------------------------------------------------------------------------------| | **Do not disturb (DnD)** | Is used only for "user" role. Does not impact the work of an agent. If the mode is set, then the user will not receive calls from the internal line. | | **Ready** | The agent in this status will receive internal calls. | | **Callcenter** | The agent in this status will receive calls from queues (DnD must be disabled). | ![image2024-9-16_16-20-31.png](https://wiki.webitel.com/__attachments/a_09662d951fa3917542fcc6775eac9515fc4bc1cf9a2334b80a92dda16f46a7dc/image2024-9-16_16-20-31.png?cb=3f02358d51fe653c9fe006c3ceebea79) *Fig. 2. Status panel of an agent* After switching to the "Callcenter" status (Fig. 3), the agent is automatically set to state "Waiting" and the system starts a timer for the time the agent stays in this state. The current status indicator shows "Ready". When the agent is having an active call, the indicator shows the state "Busy". | Status | Description | |----------------|--------------------------------------------------------------| | **Waiting** | The agent in this state can receive calls from queues. | | **Pause** | The agent in this status will not receive calls from queues. | | **Callcenter** | The agent in this status will receive calls from queues. | ![image2024-9-16_16-20-31.png](https://wiki.webitel.com/__attachments/a_09662d951fa3917542fcc6775eac9515fc4bc1cf9a2334b80a92dda16f46a7dc/image2024-9-16_16-20-31.png?cb=3f02358d51fe653c9fe006c3ceebea79) *Fig. 3. Agent in "Callcenter" mode* The "Pause" status can be extended by pause causes (Fig. 4). To do this, the lookup "User status reasons while messaging" is filled out. ![image2024-9-16_17-3-22.png](https://wiki.webitel.com/__attachments/a_2b0084dd9a06d2fed338f5968bb3e95718803950ed001fef5339ab31ff22d802/image2024-9-16_17-3-22.png?cb=e93f5da202c17e49d5f12983c07a68a0) *Fig. 4. "Pause" status* After switching to the "Pause" status and selecting the cause for the break, the indicator of the current status of the agent displays the value "Pause" (Fig. 5) and the system starts the timer for the time spent in it. ![image2024-9-16_17-3-48.png](https://wiki.webitel.com/__attachments/a_c758496d8c682f422aad43d131dd8e19ff4cdc149275555a63a3ffbdfbc8f56c/image2024-9-16_17-3-48.png?cb=8581eeb93552cafd94258a9ab82f9474) *Fig. 5. Agent in "Pause" status* In order for the system to distribute calls from queues, the agent must select the "Callcenter" status. Selecting it will put the agent in the "Waiting" state. **Summary table of operator statuses:** | Status 1 | Status 2 | Agent receives calls | |------------------------------------|-------------------------|----------------------| | Ready | "Callcenter" is not set | Internal only | | Do not disturb | "Callcenter" is not set | None | | Ready (displaying "Waiting" state) | "Callcenter" is set | All | | Pause | "Callcenter" is set | Internal only | **Automatic status "Post-processing"** If post-processing is configured on the Webitel side, then after the call from the queue ends or the chat is closed, the system transfers the operator to the "Post-processing" status (Fig. 6). "Post-processing" is a pause between calls. The duration of this state is specified in the "++Wrap up time++" field on the "Timing" detail page of the Team the agent is a member of. ![image2024-9-25_15-45-8.png](https://wiki.webitel.com/__attachments/a_804cc1bc9efd5914a051e9d38cf843746560052e80df08b0137081c7b8751e50/image2024-9-25_15-45-8.png?cb=f5285c00f508d34c99ebe5a3ac5dfd4e) *Fig. 6* . "*Post-processing" state* **Automatic status "Missed"** When the agent missed the call, the system forcibly sets him in the "Missed" status (Fig. 7). Calls will not be routed to an agent in this status. The duration of this state is specified in the ++"No answer delay time"++field on the "Timing" detail page of the Team the agent is a member of. ![image2024-9-25_15-45-49.png](https://wiki.webitel.com/__attachments/a_4c94b2d3c763f7b17ad9a1012cd79b2985da1c6f02c62041964102633c4956c4/image2024-9-25_15-45-49.png?cb=49bfc7cffb0131dc29ae264963e8e567) *Fig. 7. "Missed" state* ### **2. Lookup "** ***User status reasons while messaging*** **"** In order to extend the status "Pause" with pause reasons, it is necessary to fill in the **"** ***User status reasons while messaging*** **"** lookup with the required values. You need to open the **"System Designer"** (Fig. 8). ![image2024-9-17_16-15-49.png](https://wiki.webitel.com/__attachments/a_7cc9a1419b581bfeec6ce6eec1b36e35d676de2326c10943a22302eda5744757/image2024-9-17_16-15-49.png?cb=9f1fb0e02581a6ff88b5d06dcc31535b) *Fig. 8. Open System designer* In the system designer, find the "**System settings** " section (Fig. 9), and open the "**Lookups**" subsection. ![image2024-9-17_16-17-24.png](https://wiki.webitel.com/__attachments/a_e4808430cdf7d93347ea62d8478123d39a5a3fcbebb72712bb24210fc7e69849/image2024-9-17_16-17-24.png?cb=5ce39c02e58fff707662c0d1a98258fa) *Fig. 9. Lookups subsection* In the section, find the lookup **"User status reasons while messaging**" (Fig. 10). ![image2024-10-11_12-16-11.png](https://wiki.webitel.com/__attachments/a_a48ad106d1613ec2e8d1f96a47af07d85680875b58eef96f57215a09ad818451/image2024-10-11_12-16-11.png?cb=13afde8d8c282bd1303e086af700f840) *Fig. 10. Lookup "User status reasons while messaging"* The directory displays a list of causes for user states (Fig. 11). ![image2024-10-11_12-18-28.png](https://wiki.webitel.com/__attachments/a_8fac6352cd1a8e37c5dbc3dca6443023370ad11e0c59d35ccb7fe5ff9d29c003/image2024-10-11_12-18-28.png?cb=ce6714f584542262f96e0e3f22ec6ec1) *Fig. 11. Add a status* By clicking on the "New" button, you can add a new cause for the state (Fig. 12). You need to fill in the values in the "Name" and "Code (displayed in CTI)" fields, as well as select the User status for which the cause is added - "Pause". Important! To add a cause for a break in the lookup, select "On break" - "Webitel". ![image2024-10-11_12-20-43.png](https://wiki.webitel.com/__attachments/a_b919bd8bfe0b66283473f01f9e20861b3c89d9046b38814ebe9072e340031729/image2024-10-11_12-20-43.png?cb=93a9e9ee0550d54a5556032d4b5d39dc) *Fig. 12. User statuses* Changes made in the lookup will be applied after you log in the system again (Fig. 13). ![image2024-10-11_12-27-38.png](https://wiki.webitel.com/__attachments/a_fb22c6f43c43737546d43dee93baf1a0dc3925c174415633b47679c82f3817dd/image2024-10-11_12-27-38.png?cb=557326d45189522ace5900bdcdb1d354) *Fig. 13. Pause reasons* --- language: "en" --- # Agent statuses (Lookups) ## 1. Description It is designed to create statuses. The status should be understood as the reason for the Agent's pause. It consists of the following elements: 1. Creation tool (*Fig.1(1)* ); 2. Search field (*Fig.1(2)* ); 3. Refresh button (*Fig.1(3)* ); 4. Registry (*Fig.1(4)* ); 5. Pagination (*Fig.1(5)*). ![Agent statuses (Lookups).png](https://wiki.webitel.com/__attachments/a_4c876d017d07dcbf2ab63559252de6b7e8c7bd3fa4f8e5025d08a1d0a44e826a/Agent%20statuses%20(Lookups).png?cb=e138e846a8fc1f154e6cea7f5ee79202) *Fig. 1. Agent statuses page* ### 1.1. Creation tool Use the **Add** button (*Fig.1(1)*) to create a new object. Access to a [**General**](https://wiki.webitel.com/docs/general-agent-statuses.md) tab opens after clicking. You can open the **General** tab for existing Agent statuses through the entries editing tool (see paragraph 1.4.7). ### 1.2. Search field The search is performed on the **Name** column. It consists of an input field and a close button ( ![image-20241218-160723.png](https://wiki.webitel.com/__attachments/a_85ea7b87e060b48ab66475f47be57399b09d536ffb5d6cbbb39676b1812cc6d9/image-20241218-160723.png?cb=12d87794ce5fb274f2baf3f117c326c5) ) displayed when the cursor is placed in the input field. To search by part of a word or a number, use the **\*** symbol. You can also use the **\*** character to replace any number of characters. ### 1.3. Refresh button Updating the register table is performed by clicking on the refresh button - ![image-20241220-111256.png](https://wiki.webitel.com/__attachments/a_e343a09ef01688ff1dd050be4e3197994568f9f1ba94653bb0791315a7453134/image-20241220-111256.png?cb=0fd65de569482dd6843ba5cf15d182e9) . *(Fig.1 (3)).* ### 1.4. Registry The registry is a list of entries of existing objects in this section, each of which consists of a set of fields: 1. Checkbox; 2. Name; 3. Limit (min); 4. Admin can change this status; 5. Supervisor can change this status; 6. Agent can change this status; 7. Editing tool; 8. Removal tool. If there is no entry on the page, then an additional **Add** button is displayed in the register, the functionality of which duplicates the **Add** button in paragraph 1.1. #### 1.4.1. Checkbox Used to select one or more entries. An additional removal tool appears next to the search field after selecting one or more entries. Information about the number of entries chosen for deletion appears when you hover over this tool. When you click on it, a modal confirmation window appears. It contains the **Yes**, **No**, and close ( ![image2024-3-7_15-21-56.png](https://wiki.webitel.com/__attachments/a_19580876b07d3f0c2dd6c2b668b4807371ca4e24b2aef9b432657428ac0bba59/image2024-3-7_15-21-56.png?cb=7897b71d1cfde12c18814e7f4f5eab94) ) buttons. * Clicking the **Yes** button deletes the entries. * Clicking the **No** button closes the modal window, and the entries are not deleted. All records on the page will be selected if you select the checkbox in the header. ![Confirm deletion modal window.png](https://wiki.webitel.com/__attachments/a_1a4eb5820e6ee0b08a5d8076b9209d8bddea14f66eadc95492595b0d07102c3f/Confirm%20deletion%20modal%20window.png?cb=8e3c41c5f8d3d31ada0c6dbc86758a2e) *Fig. 2. Confirm deletion modal window* #### 1.4.2. Name The name of the Agent status is displayed here. #### 1.4.3. Limit (min) The maximum daily allowable time for an Agent to be in this status, entered in minutes. The Agent must have a time zone set (assigned on the **Agents/** [**General**](https://wiki.webitel.com/docs/general-agents.md) page via **Location**). #### 1.4.4. Admin can change this status Displays a checkbox that allows an [Admin](https://wiki.webitel.com/docs/general-teams.md#General(Teams)-1.3.%25D0%259F%25D0%25BE%25D0%25BB%25D0%25B5%2522%25D0%2590%25D0%25B4%25D0%25BC%25D0%25B8%25D0%25BD%25D0%25B8%25D1%2581%25D1%2582%25D1%2580%25D0%25B0%25D1%2582%25D0%25BE%25D1%2580%2522) to [change](https://wiki.webitel.com/docs/general-agent-supervisor.md#General(Agent/Supervisor)-1.1.2.Statuschangemenu) this status for the Agent in the [**Supervisor**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Supervisor) application. ![image2024-2-17_17-40-29.png](https://wiki.webitel.com/__attachments/a_6df2a4bcbecd82689a13199faaff51eefede3568902331a34d0c8136c81843d7/image2024-2-17_17-40-29.png?cb=d57f93c28c217c55cfce011b934ca399) - the Admin can set this status for the Agent who is in his Team in the Supervisor application; ![image2024-2-17_17-39-48.png](https://wiki.webitel.com/__attachments/a_7a97b82c94badef3491425e0d4de4ced11aa7188f49141c640af44132160911b/image2024-2-17_17-39-48.png?cb=88061e336a74381599c5668ae00fe89e) - the [Admin](https://wiki.webitel.com/docs/general-teams.md) cannot set this status. #### 1.4.5. Supervisor can change this status Displays a checkbox allowing a Supervisor to [change](https://wiki.webitel.com/docs/general-agent-supervisor.md#General(Agent/Supervisor)-1.1.2.Statuschangemenu) this status for the Agent in the [**Supervisor**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Supervisor) application. ![image2024-2-17_17-40-29.png](https://wiki.webitel.com/__attachments/a_6df2a4bcbecd82689a13199faaff51eefede3568902331a34d0c8136c81843d7/image2024-2-17_17-40-29.png?cb=d57f93c28c217c55cfce011b934ca399) - the Supervisor can set this status in the **Supervisor** application for the Agents for whom he is assigned as a Supervisor ![image2024-2-17_17-39-48.png](https://wiki.webitel.com/__attachments/a_7a97b82c94badef3491425e0d4de4ced11aa7188f49141c640af44132160911b/image2024-2-17_17-39-48.png?cb=88061e336a74381599c5668ae00fe89e) - the Supervisor cannot set this status. #### 1.4.6. Agent can change this status It displays a checkbox responsible for the Agent's ability to change this status (pause) for himself in the [Workspace](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Workspace). ![image2024-2-17_17-40-29.png](https://wiki.webitel.com/__attachments/a_6df2a4bcbecd82689a13199faaff51eefede3568902331a34d0c8136c81843d7/image2024-2-17_17-40-29.png?cb=d57f93c28c217c55cfce011b934ca399) - the Agent can set this status in the Workspace for himself; ![image2024-2-17_17-39-48.png](https://wiki.webitel.com/__attachments/a_7a97b82c94badef3491425e0d4de4ced11aa7188f49141c640af44132160911b/image2024-2-17_17-39-48.png?cb=88061e336a74381599c5668ae00fe89e) - the Agent cannot set this status. #### 1.4.7. Editing tool The **General** tab opens after clicking on this button - ![%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-16%20014501.png?version=2&modificationDate=1711149518789&cacheVersion=1&api=v2&width=20](https://wiki.webitel.com/__attachments/a_aa1b360464a2fb8ce661b875bebd00035f29552c6ab34b6371280da0f47e0ce9/%25D0%25A1%25D0%25BD%25D0%25B8%25D0%25BC%25D0%25BE%25D0%25BA%2520%25D1%258D%25D0%25BA%25D1%2580%25D0%25B0%25D0%25BD%25D0%25B0%25202024-02-16%2520014501.png%3Fversion=2&modificationDate=1711149518789&cacheVersion=1&api=v2&width=20?cb=65294f644190a5e29fb911a68921687b) . You can change the object's data and go to other tabs for editing. #### 1.4.8. Removal tool Used to remove an object with confirmation through a modal window. When hovering over the delete button ( ![image-20241231-121409.png](https://wiki.webitel.com/__attachments/a_692f36a607afe3150c07ea251ce90cc409ef546fa270147ebdd215cfffbd0817/image-20241231-121409.png?cb=6074777e1b6e4e58b69e2843f1acbef9) ), the tool name is displayed. After clicking the delete button, a confirmation modal window appears. Clicking the **Yes** button deletes the object. Clicking the **No** button closes the modal window, and the object is not deleted. ![Confirm deletion modal window.png](https://wiki.webitel.com/__attachments/a_30093462189f14f37ea12ed138f30818d426d7afc737d662bb0d33113fcf4b4a/Confirm%20deletion%20modal%20window.png?cb=8e3c41c5f8d3d31ada0c6dbc86758a2e) *Fig. 3.**Confirm deletion modal window* ### 1.5. Pagination It consists of the **Rows per page** field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages. ## 2. Opportunities ### 2.1. Create a new Agent status | **Goal** | **Create a new Agent status** | |---------------|---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agent statuses section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to create in the Agent statuses section.](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section) | | Steps | 1. Click the **Add** button. The **General**tab opens. 2. Enter data. The **Save** button becomes active. 3. Click the **Save** button. | | Result | Data saved. Agent status is created | ### 2.2. Delete an Agent status | **Goal** | **Delete an Agent status** | |---------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agent statuses section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to select and delete in the Agent statuses section](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section); 4. The presence of at least one Agent status. | | Steps | 1. Find the Agent status you want to delete in the registry entries; 2. Click on the delete button - ![Снимок экрана 2024-03-13 181713.png](https://wiki.webitel.com/__attachments/a_008c7e7c2f9751da0d9cd51ec4f75ce1ed6980eac66b2204784ed501f45a2b8a/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-03-13%20181713.png?cb=52f65ed2c25af4a7ab4f1cd44ef79d74) . A modal window opens to confirm the deletion; 3. Click the **Delete**button. | | Result | The modal window closes. The Agent status is removed. | ### 2.3. Delete several Agent statuses | **Goal** | **Delete several Agent statuses** | |---------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agent statuses section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to select and delete in the Agent statuses section](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section); 4. The presence of at least one Agent status. | | Steps | 1. Find the Agent statuses you want to delete in the registry entries. Select them using the checkbox; 2. Click on the delete button at the top of the registry. A modal window opens to confirm the deletion. 3. Click the **Yes** button. | | Result | The modal window closes. Agent statuses are removed. | ### 2.4. Edit an Agent status | **Goal** | **Edit an Agent status** | |---------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agent statuses section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to edit in the Agent statuses section](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section); 4. The presence of at least one Agent status. | | Steps | 1. Find the Agent status you want to edit in the registry entries. 2. Click on the edit button in the entry of this Agent status. The **General** tab opens. 3. Make changes. 4. Click the **Save** button. | | Result | Data saved. | ### 2.5. Set permission to change Agent status | **Goal** | **Allow only the Admin or Supervisor to set the Technical** **break****status for an Agent** | |---------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agent statuses section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to edit in the Agent statuses section](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section); 4. The presence of at least one Agent status (Technical break). | | Steps | 1. Find the Technical break status in the registry. 2. Select the **Admin can change this status** checkbox. 3. Select the **Supervisor can change this status** checkbox. 4. Clear the **Agent can change this status**checkbox. | | Result | Data saved. | --- language: "en" --- # Agents (Agent Skills) ## 1. Description The page is designed to add this Skill to Agents. It consists of the following elements: 1. Search field (*Fig. 1.(1)*); 2. State for all (*Fig. 1.(2)*); 3. Add tool (*Fig. 1.(3*)); 4. Refresh button (*Fig. 1.(4)*); 5. Registry (*Fig. 1.(5)*); 6. Pagination (*Fig. 1.(6)*). ![Agents - Agent skills.png](https://wiki.webitel.com/__attachments/a_a348acd4d52530a4596c19cc0ecb767df32e2d13792fb5014c11804b7e17afcb/Agents%20-%20Agent%20skills.png?cb=25ac74a447aaa8839362bc883cdd8fae) *Fig. 1. Agents tab* ### 1.1. Search field The search is performed on the **Name** column. It consists of an input field and a close button ( ![image-20241218-160723.png](https://wiki.webitel.com/__attachments/a_85ea7b87e060b48ab66475f47be57399b09d536ffb5d6cbbb39676b1812cc6d9/image-20241218-160723.png?cb=12d87794ce5fb274f2baf3f117c326c5) ) displayed when the cursor is placed in the input field. To search by part of a word or a number, use the **\*** symbol. You can also use the **\*** character to replace any number of characters. ### 1.2. State for all Allows you to enable ![%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20144403.png?version=1&modificationDate=1708523703499&cacheVersion=1&api=v2&width=40&height=25](https://wiki.webitel.com/__attachments/a_33ddf522514ee8cbe9387fd0898d4ece5bb745917d7b1b7233fda7e1ee0f3a38/%25D0%25A1%25D0%25BD%25D0%25B8%25D0%25BC%25D0%25BE%25D0%25BA%2520%25D1%258D%25D0%25BA%25D1%2580%25D0%25B0%25D0%25BD%25D0%25B0%25202024-02-13%2520144403.png%3Fversion=1&modificationDate=1708523703499&cacheVersion=1&api=v2&width=40&height=25?cb=078c183b091ee8de74d8504e9306085d) or disable ![%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20144345.png?version=1&modificationDate=1708523713739&cacheVersion=1&api=v2&width=37&height=26](https://wiki.webitel.com/__attachments/a_3ff0147f1387acf1cf4a9fa1ae11080300fb8fc57c2fa7ca2132c4162c1cb5fc/%25D0%25A1%25D0%25BD%25D0%25B8%25D0%25BC%25D0%25BE%25D0%25BA%2520%25D1%258D%25D0%25BA%25D1%2580%25D0%25B0%25D0%25BD%25D0%25B0%25202024-02-13%2520144345.png%3Fversion=1&modificationDate=1708523713739&cacheVersion=1&api=v2&width=37&height=26?cb=70ad418545097da23a88b87f098cbda1) all skills displayed in the registry simultaneously. **Toggle behavior:** * If at **least one skill is disabled** ![%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20144345.png?version=1&modificationDate=1708523713739&cacheVersion=1&api=v2&width=37&height=26](https://wiki.webitel.com/__attachments/a_3ff0147f1387acf1cf4a9fa1ae11080300fb8fc57c2fa7ca2132c4162c1cb5fc/%25D0%25A1%25D0%25BD%25D0%25B8%25D0%25BC%25D0%25BE%25D0%25BA%2520%25D1%258D%25D0%25BA%25D1%2580%25D0%25B0%25D0%25BD%25D0%25B0%25202024-02-13%2520144345.png%3Fversion=1&modificationDate=1708523713739&cacheVersion=1&api=v2&width=37&height=26?cb=70ad418545097da23a88b87f098cbda1) , the **"Status for all"** switch is set to **off** -- ![%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20144345.png?version=1&modificationDate=1708523713739&cacheVersion=1&api=v2&width=37&height=26](https://wiki.webitel.com/__attachments/a_3ff0147f1387acf1cf4a9fa1ae11080300fb8fc57c2fa7ca2132c4162c1cb5fc/%25D0%25A1%25D0%25BD%25D0%25B8%25D0%25BC%25D0%25BE%25D0%25BA%2520%25D1%258D%25D0%25BA%25D1%2580%25D0%25B0%25D0%25BD%25D0%25B0%25202024-02-13%2520144345.png%3Fversion=1&modificationDate=1708523713739&cacheVersion=1&api=v2&width=37&height=26?cb=70ad418545097da23a88b87f098cbda1) ; * If all skills **are** **enabled** ![%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20144403.png?version=1&modificationDate=1708523703499&cacheVersion=1&api=v2&width=40&height=25](https://wiki.webitel.com/__attachments/a_33ddf522514ee8cbe9387fd0898d4ece5bb745917d7b1b7233fda7e1ee0f3a38/%25D0%25A1%25D0%25BD%25D0%25B8%25D0%25BC%25D0%25BE%25D0%25BA%2520%25D1%258D%25D0%25BA%25D1%2580%25D0%25B0%25D0%25BD%25D0%25B0%25202024-02-13%2520144403.png%3Fversion=1&modificationDate=1708523703499&cacheVersion=1&api=v2&width=40&height=25?cb=078c183b091ee8de74d8504e9306085d) , the **"Status for all"** switch is set to on -- ![%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20144403.png?version=1&modificationDate=1708523703499&cacheVersion=1&api=v2&width=40&height=25](https://wiki.webitel.com/__attachments/a_33ddf522514ee8cbe9387fd0898d4ece5bb745917d7b1b7233fda7e1ee0f3a38/%25D0%25A1%25D0%25BD%25D0%25B8%25D0%25BC%25D0%25BE%25D0%25BA%2520%25D1%258D%25D0%25BA%25D1%2580%25D0%25B0%25D0%25BD%25D0%25B0%25202024-02-13%2520144403.png%3Fversion=1&modificationDate=1708523703499&cacheVersion=1&api=v2&width=40&height=25?cb=078c183b091ee8de74d8504e9306085d) ; * If the administrator **disables** ![%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20144345.png?version=1&modificationDate=1708523713739&cacheVersion=1&api=v2&width=37&height=26](https://wiki.webitel.com/__attachments/a_3ff0147f1387acf1cf4a9fa1ae11080300fb8fc57c2fa7ca2132c4162c1cb5fc/%25D0%25A1%25D0%25BD%25D0%25B8%25D0%25BC%25D0%25BE%25D0%25BA%2520%25D1%258D%25D0%25BA%25D1%2580%25D0%25B0%25D0%25BD%25D0%25B0%25202024-02-13%2520144345.png%3Fversion=1&modificationDate=1708523713739&cacheVersion=1&api=v2&width=37&height=26?cb=70ad418545097da23a88b87f098cbda1) **"Status for all"** , all skills switch to the **off** **state** -- ![%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20144345.png?version=1&modificationDate=1708523713739&cacheVersion=1&api=v2&width=37&height=26](https://wiki.webitel.com/__attachments/a_3180c0c4a4f3fe33829987decd8c65faf0399914f33dc09ba11927cd08c04db2/%25D0%25A1%25D0%25BD%25D0%25B8%25D0%25BC%25D0%25BE%25D0%25BA%2520%25D1%258D%25D0%25BA%25D1%2580%25D0%25B0%25D0%25BD%25D0%25B0%25202024-02-13%2520144345.png%3Fversion=1&modificationDate=1708523713739&cacheVersion=1&api=v2&width=37&height=26?cb=70ad418545097da23a88b87f098cbda1) ; * If the administrator **enables** ![%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20144403.png?version=1&modificationDate=1708523703499&cacheVersion=1&api=v2&width=40&height=25](https://wiki.webitel.com/__attachments/a_d7496698bb7be1deb498ed616247b55fbab4f105a1ef3bcf5dbe9eab31d46152/%25D0%25A1%25D0%25BD%25D0%25B8%25D0%25BC%25D0%25BE%25D0%25BA%2520%25D1%258D%25D0%25BA%25D1%2580%25D0%25B0%25D0%25BD%25D0%25B0%25202024-02-13%2520144403.png%3Fversion=1&modificationDate=1708523703499&cacheVersion=1&api=v2&width=40&height=25?cb=078c183b091ee8de74d8504e9306085d) **"Status for all"** , all skills switch to the **on** **state** -- ![%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20144403.png?version=1&modificationDate=1708523703499&cacheVersion=1&api=v2&width=40&height=25](https://wiki.webitel.com/__attachments/a_d7496698bb7be1deb498ed616247b55fbab4f105a1ef3bcf5dbe9eab31d46152/%25D0%25A1%25D0%25BD%25D0%25B8%25D0%25BC%25D0%25BE%25D0%25BA%2520%25D1%258D%25D0%25BA%25D1%2580%25D0%25B0%25D0%25BD%25D0%25B0%25202024-02-13%2520144403.png%3Fversion=1&modificationDate=1708523703499&cacheVersion=1&api=v2&width=40&height=25?cb=078c183b091ee8de74d8504e9306085d) . When the switch is enabled or disabled, a confirmation modal window opens *(Fig. 2)*. The window displays the number of records to which the change will be applied. * If **search** is **not applied**, the changes are applied to all skills. * If **search** is used, the changes are applied only to the skills that match the **search** **results**. After clicking the "**Yes**" button, the corresponding skills switch to the selected state. ![Apply changes modal window-20260220-103943.png](https://wiki.webitel.com/__attachments/a_c47d5219f2618506449e20df7b45561bc63fc746f6d3274e354a99f37796c2e4/Apply%20changes%20modal%20window-20260220-103943.png?cb=035849cd4318542d60673e6b90839201) *Fig. 2. "Apply changes" modal window* **Note!** If all skills are enabled ![%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20144403.png?version=1&modificationDate=1708523703499&cacheVersion=1&api=v2&width=40&height=25](https://wiki.webitel.com/__attachments/a_d7496698bb7be1deb498ed616247b55fbab4f105a1ef3bcf5dbe9eab31d46152/%25D0%25A1%25D0%25BD%25D0%25B8%25D0%25BC%25D0%25BE%25D0%25BA%2520%25D1%258D%25D0%25BA%25D1%2580%25D0%25B0%25D0%25BD%25D0%25B0%25202024-02-13%2520144403.png%3Fversion=1&modificationDate=1708523703499&cacheVersion=1&api=v2&width=40&height=25?cb=078c183b091ee8de74d8504e9306085d) and the state **of** **one** skill is changed **manually** , the **"Status for all"** toggle automatically switches to the **off** state ![%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20144345.png?version=1&modificationDate=1708523713739&cacheVersion=1&api=v2&width=37&height=26](https://wiki.webitel.com/__attachments/a_3180c0c4a4f3fe33829987decd8c65faf0399914f33dc09ba11927cd08c04db2/%25D0%25A1%25D0%25BD%25D0%25B8%25D0%25BC%25D0%25BE%25D0%25BA%2520%25D1%258D%25D0%25BA%25D1%2580%25D0%25B0%25D0%25BD%25D0%25B0%25202024-02-13%2520144345.png%3Fversion=1&modificationDate=1708523713739&cacheVersion=1&api=v2&width=37&height=26?cb=70ad418545097da23a88b87f098cbda1) . ### 1.3. Add tool Сlick the add button to add this Skill to Agents. After clicking the add button, the **Assign skill to agents** modal window opens (*Fig. 3*). ![Assign skill to agents.png](https://wiki.webitel.com/__attachments/a_3e89a039a5653608e6f132fa7b96ffe0b3c2aadb6dde670d86a2faa312ff3190/Assign%20skill%20to%20agents.png?cb=7790e61c0fe63832179f33e6d836bb59) *Fig. 3. Assign skill to agents modal window* #### 1.3.1. Assign skill to agents modal window The **Assign skill to agents** modal window consists of the following elements: 1. Filter block; 2. Register; 3. Close button; 4. Next button. ##### 1.3.1.1. Filter block The block of filters is used for faster search of the necessary Agents. It consists of the following elements: 1. Search field; 2. Team field; 3. Skill field; 4. Reset filters button. ###### 1.3.1.1.1. Search field The search is performed on the **Name** column. Use the **\*** symbol to search by part of a word. You can also use the**\*** character to replace any number of characters. ###### 1.3.1.1.2. Team A Team drop-down list to filter Agents that belong to a specific Team. ###### 1.3.1.1.3. Skill Skills drop-down list to filter Agents by these skills. ###### 1.3.1.1.4. Reset filters button Represented as a button ![image-20260220-112814.png](https://wiki.webitel.com/__attachments/a_bdf736cf9c23d76fd5b3d5477498eb545513374b945c195a87f533ada2f31cf0/image-20260220-112814.png?cb=1838f69931a90d15f83cfad9e0815956) , all previously selected filters are reset when clicked. ##### 1.3.1.2. Register The registry is a list of entries of existing objects in this section, each of which consists of a set of fields: 1. Checkbox; 2. Name; 3. Team. ###### 1.3.1.2.1. Checkbox Used to select one or more Agents to whom the Skill chosen will be assigned. ###### 1.3.1.2.2. Name The name of the Agent is displayed here. ###### 1.3.1.2.3. Team The name of the Team to which the Agent belongs is displayed here. ##### 1.3.1.3. Close Clicking the **Close** button closes the modal window. The Skill is not assigned. ##### 1.3.1.4. Next The **Next** button opens the **Select capacity and state** modal window (*Fig. 4*). ![Select capacity and state.png](https://wiki.webitel.com/__attachments/a_777826886176b1212a24a010e698223245ec2ba48be2623245261467941b8d54/Select%20capacity%20and%20state.png?cb=382032f80b621828d7c871e41cd42b8a) *Fig. 4. Select capacity and state modal window* #### 1.3.2. Select capacity and state modal window The **Select capacity and state** modal window consists of the following elements: 1. Capacity; 2. State; 3. Add button; 4. Back button. ##### 1.3.2.1. Capacity Here enters the level of mastery of this Skill. It can be set from 0 to 100. The higher the number, the higher the Skill level. ##### 1.3.2.2. State Use the switch to turn a Skill on/off. The enabled Skills determine the Queues in which the Agent will work. ##### 1.3.2.3. Add Clicking the **Add** button adds the selected Skill to the selected Agents. ##### 1.3.2.4. Back Clicking on the **Back** button returns the **Assign skill to agents** modal window (*Fig. 3*). ### 1.4. Refresh button Updating the register table is performed by clicking on the refresh button - ![image-20241220-111256.png](https://wiki.webitel.com/__attachments/a_e343a09ef01688ff1dd050be4e3197994568f9f1ba94653bb0791315a7453134/image-20241220-111256.png?cb=0fd65de569482dd6843ba5cf15d182e9) . *(Fig. 1.(4)).* ### 1.5. Registry The registry is a list of entries of existing objects in this section, each of which consists of a set of fields: 1. Checkbox; 2. Name; 3. Team; 4. Capacity; 5. State; 6. Removal tool. #### 1.5.1. Checkbox After selecting one or more entries with the checkbox, additional tools are displayed between the **Status for All**switch and the Add tool, namely: 1. Change agent\`s skill; 2. Removal tool. ##### 1.5.1.1. Change agent\`s skill When you click the ![image2024-3-19_15-58-38.png](https://wiki.webitel.com/__attachments/a_720bad3dd54d8446263af4802f51f95110400f5d698ea33d329f892dea57818f/image2024-3-19_15-58-38.png?cb=f10190fc9d723c933a57780b5f52ceef) button, the **Change agent\`s skill** modal window opens (*Fig. 5*). ![Change agent`s skill.png](/__attachments/a_69b26fa0bc96af4765176c285bf382be55dc691900d62d679006a7ac98931539/Change%20agent%60s%20skill.png?cb=56222c431833d4a5aa3ae07668068fba) *Fig. 5. Change agent\`s skill modal window* Clicking on the **Change skill to** field opens a dropdown list of Skills with which you can replace the Skill. This option lets you remove a given Skill and simultaneously add another Skill to multiple Agents. The **State** switch is responsible for the state of the Skill to which the change will be made. ##### 1.5.1.2. Removal tool Information about the number of records selected for deletion appears when you hover over this tool. A modal confirmation window appears after clicking the ![image2024-3-19_16-0-52.png](/__attachments/a_2d58ec705a9bea329bd046dd0875b8a12b438cb36e768ab492aad538ca86a85b/image2024-3-19_16-0-52.png?cb=d8b298ae642d46d97eecd5c3eac95799) button. Clicking the **Delete** button - deletes the object and the entry. Clicking the **Cancel** button closes the modal window, and the object is not deleted. ![Confirm deletion.png](/__attachments/a_91647ff1d4f15502c800c634851f3ea4d8819b50a590a2274a77bf10c07b3f07/Confirm%20deletion.png?cb=df753c0bceceb36ed782f026f91ff27c) *Fig. 6. Modal confirmation window* #### 1.5.2 Name The names of Agents are displayed here. #### 1.5.3. Team The name of the Team to which the Agent belongs is displayed here. #### 1.5.4. Capacity Here, you can set the level of proficiency in this Skill. #### 1.5.5. State Use the switch to turn the Skill on/off. The enabled Skills determine the Queues in which the Agent will work. #### 1.5.6. Removal tool Used to remove an object with confirmation through a modal window. When hovering over the delete button ( ![image-20241231-121409.png](/__attachments/a_692f36a607afe3150c07ea251ce90cc409ef546fa270147ebdd215cfffbd0817/image-20241231-121409.png?cb=6074777e1b6e4e58b69e2843f1acbef9) ), the tool name is displayed. After clicking the delete button, a confirmation modal window appears. Clicking the **Yes** button deletes the object. Clicking the **No** button closes the modal window, and the object is not deleted. ![Confirm deletion modal window.png](/__attachments/a_30093462189f14f37ea12ed138f30818d426d7afc737d662bb0d33113fcf4b4a/Confirm%20deletion%20modal%20window.png?cb=8e3c41c5f8d3d31ada0c6dbc86758a2e) *Fig. 7.**Modal confirmation window* ### 1.6. Pagination It consists of the **Rows per page** field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages. ## 2. Opportunities ### 2.1. Add a Skill to Agents | **Goal** | **Add a Skill to Agents** | |---------------|-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agent Skills section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to create in the Agent Skills section.](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section) 4. The presence of at least one Agent Skill or the creation of a new one. | | Steps | 1. Click on the ![image2024-3-19_16-7-31.png](/__attachments/a_7f12c123b14fe844a70921a7d6470a7ec77455770c8d2cbc787fdbf6590f95cf/image2024-3-19_16-7-31.png?cb=234be5cdc3e91f474a22aa84147848c6) button. The **Assign skill to agents** modal window opens. 2. Use the checkbox to choose the required Agents. 3. Click the **Next** button. The **Select capacity and state** modal window opens. 4. Enter data. 5. Click the **Add** button. | | Result | Data saved. A Skill added to selected Agents. | ### 2.2 Remove a Skill from an Agent | **Goal** | **Remove a Skill from an Agent** | |---------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agent Skills section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to select and delete in the Agent Skills section](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section); 4. The presence of at least one Agent Skill; 5. An Agent with this Skill. | | Steps | 1. Find the Agent from whom you want to remove the Skill. 2. Click on the delete button - ![image2024-3-19_16-8-3.png](/__attachments/a_fe469ab81593fc76c0d8869779c2d7bae5898c19736063e6478dc587a464615e/image2024-3-19_16-8-3.png?cb=78517dfb8ff780c18ceb081b2bc32082) . A modal window opens to confirm the deletion; 3. Click the **Delete**button. | | Result | The modal window closes. The Skill deleted for the selected Agent. | ### 2.3 Remove a Skill from several Agents | **Goal** | **Remove a Skill from several Agents** | |---------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agent Skills section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to select and delete in the Agent Skills section](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section); 4. The presence of at least one Agent Skill; 5. An Agent with this Skill. | | Steps | 1. Find the Agents from whom you want to remove the Skill. Select them using the checkbox. 2. Click on the delete button at the top of the registry. A modal window opens to confirm the deletion. 3. Click the **Yes**button. | | Result | The modal window closes. Agent Skills are removed. | ### 2.4. Enable Agent Skill | **Goal** | **Enable Agent Skill** | |---------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agent Skills section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to edit in the Agent Skills section](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section); 4. The presence of at least one Agent Skill; 5. An Agent with this Skill. | | Steps | 1. Find the Agents for whom you want to activate the Skill. 2. Switch the **State**switch to the active position by clicking on it. | | Result | The Skill is activated. | ### 2.5. Enable Skills for all Agents | **Goal** | **Enable Skills for all Agents** | |---------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agent Skills section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to edit in the Agent Skills section](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section); 4. The presence of at least one Agent Skill; 5. An Agent with this Skill. | | Steps | 1. Switch the **State for all**switch to the active position by clicking on it. | | Result | The Skill is activated for all Agents to whom it is assigned. | ### 2.6 Change the Skill | **Goal** | **Change Skill X to Skill Y** | |---------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agent Skills section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to edit in the Agent Skills section](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section); 4. The presence of at least one Agent Skill; 5. An Agent with this Skill. | | Steps | 1. Find the Agents for whom you want to replace the Skill. Select them using the checkbox. 2. Click the ![image2024-3-19_16-9-6.png](/__attachments/a_9835b28961242e28b8453640c4b63942d8b2f8ab235690c4aa9d0e9301e97c60/image2024-3-19_16-9-6.png?cb=3f661448c39f8577514168fe67920f95) button. The **Change agent\`s skill**modal window opens. 3. Click on the **Change skill to** field and select the skill Y from the list. 4. If necessary, switch the **State** switch to the active position - the Skill will be assigned in the active state. 5. Click the **Change** button. | | Result | Skill X is removed from the selected Agents. Skill Y has been added. The state of skill Y depends on the position of the **State** switch during replacement and can be changed on the [**Agents**](https://webitel.atlassian.net/wiki/pages/resumedraft.action?draftId=22943217) tab of skill Y or the [**Skills**](https://wiki.webitel.com/docs/skills-agents.md) tab. | ![Change agent`s skill.png](https://wiki.webitel.com/__attachments/a_69b26fa0bc96af4765176c285bf382be55dc691900d62d679006a7ac98931539/Change%20agent%60s%20skill.png?cb=56222c431833d4a5aa3ae07668068fba) --- language: "en" --- # Agents (Agents) ## 1. Description Only available to a Supervisor. Supervisor rights are enabled on the [**General**](https://wiki.webitel.com/docs/general-agents.md) tab. It is designed to add, delete, and view agents subordinate to the Supervisor. It consists of the following elements: 1. Search field(*Fig.1(1)* ); 2. Creation tool (*Fig.1(2)* ); 3. Refresh button (*Fig.1(3)* ); 4. Registry (*Fig.1(4)* ); 5. Pagination (*Fig.1(5)*). ![Agents tab (Agents).png](https://wiki.webitel.com/__attachments/a_bbe3b73b5239be609ddb6e8d7387aa7a0d18bdde5e34e271b74ac8fee3633300/Agents%20tab%C2%A0(Agents).png?cb=08c01413f81ad0da1bcda084eab08c02) *Fig. 1. Agents tab* ### 1.1. Search field The search is performed on the **Name** column. It consists of an input field and a close button ( ![image-20241218-160723.png](https://wiki.webitel.com/__attachments/a_85ea7b87e060b48ab66475f47be57399b09d536ffb5d6cbbb39676b1812cc6d9/image-20241218-160723.png?cb=12d87794ce5fb274f2baf3f117c326c5) ) displayed when the cursor is placed in the input field. To search by part of a word or a number, use the **\*** symbol. You can also use the **\*** character to replace any number of characters. ### 1.2. Creation tool Click the add button to add an Agent. The **Add subordinate agent** modal window (*Fig. 2*) opens after clicking the add button. It consists of the **Subordinate agent** field and the **Add** and **Close** buttons. ![Add subordinate agent modal window.png](https://wiki.webitel.com/__attachments/a_7c15404eef4f5954aa3cfe03e1053d9c4afbc25fe8abb81a62956ed0bd532fe7/Add%20subordinate%20agent%20modal%20window.png?cb=58163ab5a3654e60ad33fe447d891dfa) *Fig. 2. Add subordinate agent modal window* ### 1.3. Refresh button Updating the register table is performed by clicking on the refresh button - ![image-20241220-111256.png](https://wiki.webitel.com/__attachments/a_e343a09ef01688ff1dd050be4e3197994568f9f1ba94653bb0791315a7453134/image-20241220-111256.png?cb=0fd65de569482dd6843ba5cf15d182e9) . ### 1.4. Registry The registry is a list of entries of existing objects in this section, each of which consists of a set of fields: 1. Checkbox; 2. Name; 3. Supervisor; 4. Skills; 5. Editing tool; 6. Removal tool. #### 1.4.1. Checkbox Use to select one or more entries. An additional delete tool appears after selecting one or more entries. Information about the number of entries chosen for deletion appears when you hover over this tool. ![An additional delete tool .png](https://wiki.webitel.com/__attachments/a_c6d6b3398a094e43cb5b92bf5a719330d1d2e702320c52c5f6e252f8f6402efd/An%20additional%20delete%20tool%C2%A0.png?cb=0ea9c057e2ba2840797477c64479a00f) *Fig. 3. An additional delete tool* #### 1.4.2. Name The name of the Agent is displayed here. Clicking on an agent's name opens that agent's [**General**](https://wiki.webitel.com/docs/general-agents.md) tab. #### 1.4.3. Supervisor Here displays the Supervisor assigned to the Agent. If there are multiple Supervisors, the name of one Supervisor and the number of other Supervisors are displayed. The field is empty if no Supervisor is assigned. Clicking on the name of a Supervisor opens the **Supervisors** modal window (*Fig. 4*), which displays a list of Supervisors assigned to this Agent. ![Supervisors modal window.png](https://wiki.webitel.com/__attachments/a_508ac47d274108de133cb18cfd1c5d5e4cafcaad35b47fb28a61a60593018532/Supervisors%20modal%20window.png?cb=25301a9e0b0b113118e218a8e924da2a) *Fig. 4. Supervisors modal window* #### 1.4.4. Skills Here Agent Skills are displayed. The name of one Skill and the number of other Skills are displayed if there are multiple Skills. The field is empty if no Skills are assigned. Clicking on a Skill opens the **Skills** modal window (*Fig.5*), which displays a list of skills assigned to this Agent. ![Skills modal window.png](https://wiki.webitel.com/__attachments/a_6acd2a25e5cd9315dd146191def31f276fc71075ad0751beff81347aeb820a6d/Skills%20modal%20window.png?cb=51b49d1fd434eb6e2bb479fa9fcab417) *Fig. 5. Skills modal window* #### 1.4.5. Editing tool The **Add subordinate agent**modal window opens(*Fig.2*) after clicking the button. #### 1.4.6. Removal tool It is used to remove a subordinate Agent from the registry. Hovering over the delete button ( ![Снимок экрана 2024-03-19 160800.png](https://wiki.webitel.com/__attachments/a_3dd74bc22aeb2599c2db2a7831517288007ba5e84de908ae39c1a0e58a4612a8/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-03-19%20160800.png?cb=78517dfb8ff780c18ceb081b2bc32082) ) displays information with the tool's name. The entry about the Agent is deleted after clicking the delete button. ### 1.5. Pagination It consists of the **Rows per page** field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages. ## 2. Opportunities ### 2.1. Add an Agent to the list of subordinates to the Supervisor | **Goal** | **Add an Agent to the list of subordinates to the Supervisor** | |---------------|----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agents section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to edit in the Agents section](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section); 4. The presence of a Supervisor or the creation of a new one; 5. The presence of an Agent. | | Steps | 1. Click the ![Снимок экрана 2024-03-19 160728.png](https://wiki.webitel.com/__attachments/a_7cbd577e9a2b424456489f62db74ccfb4d007fe3bbd6f4d820cc13af78626611/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-03-19%20160728.png?cb=234be5cdc3e91f474a22aa84147848c6) button. The **Add subordinate agent** modal window opens. 2. Click on the **Subordinate agent** field. A drop-down list of Agents opens. 3. Select the required Agent. The drop-down list is closed. 4. Click the **Add** button. | | Result | Agent added | ### 2.2. Delete an Agent from the list of subordinates to the Supervisor | **Goal** | **Delete an Agent from the list of subordinates to the Supervisor** | |---------------|-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agents section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to select and delete in the Agents section](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section); 4. The presence of an Agent on the list of subordinates to the Supervisor. | | Steps | 1. Find the Agent you want to delete in the registry; 2. Click on the delete button - ![Снимок экрана 2024-03-19 160800.png](https://wiki.webitel.com/__attachments/a_3dd74bc22aeb2599c2db2a7831517288007ba5e84de908ae39c1a0e58a4612a8/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-03-19%20160800.png?cb=78517dfb8ff780c18ceb081b2bc32082) . | | Result | The Agent is removed from the list of subordinates to the Supervisor. | --- language: "en" --- # Agents (Chat Inbound Queue) ## 1. Description The Queue gets those Agents with the necessary Skills. Skills are specified in the [**Skills**](https://wiki.webitel.com/docs/skills-chat-inbound-queue.md) tab. It consists of the following elements: 1. Search field (*Fig.1(1)* ); 2. Refresh button (*Fig.1(2)* ); 3. Registry (*Fig.1(3)* ); 4. Pagination (*Fig.1(4)*). ![Agents tab (Chat Inbound Queue).png](https://wiki.webitel.com/__attachments/a_2a0b90bb443951f86dac78a99c5d31f39c55f399cda644d4393b677345786d21/Agents%20tab%20(Chat%20Inbound%20Queue).png?cb=fb0ff2c855f7ba4d10b5221bcb562071) *Fig. 1. Agents tab* ### 1.1. Search field The search is performed on the **Name** column. It consists of an input field and a close button ( ![image-20241218-160723.png](https://wiki.webitel.com/__attachments/a_85ea7b87e060b48ab66475f47be57399b09d536ffb5d6cbbb39676b1812cc6d9/image-20241218-160723.png?cb=12d87794ce5fb274f2baf3f117c326c5) ) displayed when the cursor is placed in the input field. To search by part of a word or a number, use the **\*** symbol. You can also use the **\*** character to replace any number of characters. ### 1.2. Refresh button Updating the register table is performed by clicking on the refresh button - ![image-20241220-111256.png](https://wiki.webitel.com/__attachments/a_e343a09ef01688ff1dd050be4e3197994568f9f1ba94653bb0791315a7453134/image-20241220-111256.png?cb=0fd65de569482dd6843ba5cf15d182e9) . *(Fig.1 (2)).* ### 1.3. Registry The registry is a list of entries of existing objects in this partition, each of which consists of a set of fields: 1. Checkbox; 2. Name; 3. Supervisor; 4. Status; 5. Skill. #### 1.3.1. Checkbox Use to select one or more entries. #### 1.3.2. Name The name of the Agent is displayed here. Clicking on an Agent's name opens that Agent's [**General**](https://wiki.webitel.com/docs/general-agents.md) tab. #### 1.3.3. Supervisor This displays the Supervisor assigned to the Agent. If there are several Supervisors, then the name of one Supervisor and the number of other Supervisors are displayed. When you click on the Supervisor's name, the **Supervisors** modal window (*Fig. 2*) opens, showing a list of Supervisors for this Agent. ![Supervisors modal window.png](https://wiki.webitel.com/__attachments/a_1feeae5b28e4e1f015133807192af57c7a857ca2a443a8d2b6d5ee2dc58bfff6/Supervisors%20modal%20window.png?cb=25301a9e0b0b113118e218a8e924da2a) *Fig. 2. Supervisors modal window* #### 1.3.4. Status Displays the status in which the Agent was at the time of the last page refresh. There are such statuses: ![image2024-2-22_10-56-21.png](https://wiki.webitel.com/__attachments/a_50edc6660b29178fbf72d57987e222115aad1d00c78c570e3cc32fbd7659f3ae/image2024-2-22_10-56-21.png?cb=25402c95ed0b329c0f76d9dc67b35add) Offline; ![Снимок экрана 2024-02-13 151301.png](https://wiki.webitel.com/__attachments/a_54d24ba43e36b01a068222929fa07227c1d80bf239e0582cd6ede6f35de23b39/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20151301.png?cb=04068bfda86a2d8a0df18dbfdacf22c3) Online; ![Снимок экрана 2024-02-13 151327.png](https://wiki.webitel.com/__attachments/a_2d8d36204455d1fb8db8ed05bc4470e9d5e3759df165cdd3dc6a531144aededc/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20151327.png?cb=c9a16f8bfa7cdd90ce80010fa13f4a3a) Pause; ![image2024-2-20_11-42-11.png](https://wiki.webitel.com/__attachments/a_36f319ca04a60da28403d44348d45007dccefeab7803e426fc08d31a9daf58e6/image2024-2-20_11-42-11.png?cb=2af2018fc2976ee5d52831151f2f49f9) Break out. #### 1.3.5. Skill Agent Skills are displayed. If there are several Skills, then the name of one Skill and the number of other Skills are displayed. When you click on the Skill's name, the **Skills** modal window (*Fig. 3*) opens, showing a list of Skills for this Agent. ![Skills modal window.png](https://wiki.webitel.com/__attachments/a_1a38e544e79917f72ed83defc125d306bea34afc3adb1e7794c8897182bd1585/Skills%20modal%20window.png?cb=51b49d1fd434eb6e2bb479fa9fcab417) *Fig. 3. Skills modal window* ### 1.4. Pagination It consists of the **Rows per page** field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages. --- language: "en" --- # Agents (Contact center) ## 1. Description It is designed to configure Agents. A User who has a Call Center license can become an Agent. It consists of the following elements: 1. Creation tool (*Fig.1(1)* ); 2. Search field (*Fig.1(2)* ); 3. Refresh button (*Fig.1(3)* ); 4. Registry (*Fig.1(4)* ); 5. Pagination (*Fig.1(5)*). ![Agents page.png](https://wiki.webitel.com/__attachments/a_1c0f03c6230b2834c75debe4f97116150a71a35a4f66463f4b2d7745d793062c/Agents%20page.png?cb=d2c0bd3b1a98a65e034c1c765f872cf8) *Fig. 1. Agents page.* ### 1.1. Creation tool Use the Add button (*Fig.1(1)* ) to create a new object. Access to a General tab opens after clicking. You can open tabs for existing Agents through the entries editing tool (*see paragraph 1.4.7*). Tabs: * [General](https://wiki.webitel.com/docs/general-agents.md); * [Queues](https://wiki.webitel.com/docs/queues-agents.md); * [Skills](https://wiki.webitel.com/docs/skills-agents.md); * [Agents](https://wiki.webitel.com/docs/agents-agents.md); * [Permissions](https://wiki.webitel.com/docs/permissions-agents.md). ### 1.2. Search field The search is performed on the **Name** column. Consists of an input field and a close button ( ![image2024-1-25_1-6-25.png](https://wiki.webitel.com/__attachments/a_04a1232d05c88591f1caf157be0311fbc32c458da8345f7ff9bb57d214bfdb3e/image2024-1-25_1-6-25.png?cb=09682aa262a643f32936c292fd08f6ac) ), which is displayed when you enter data in the input field. You can create a search query in regex format, and the system will display the results that match it. ### 1.3. Refresh button Updating the register table is performed by clicking on the refresh button - ![image-20241220-111256.png](https://wiki.webitel.com/__attachments/a_e343a09ef01688ff1dd050be4e3197994568f9f1ba94653bb0791315a7453134/image-20241220-111256.png?cb=0fd65de569482dd6843ba5cf15d182e9) . ### 1.4. Registry The registry is a list of entries of existing objects in this section, each of which consists of a set of fields: 1. Checkbox; 2. Name; 3. Status 4. Status time; 5. Team; 6. History tool; 7. Editing tool; 8. Removal tool. If there is no entry on the page, then an additional **Add** button is displayed in the register, the functionality of which duplicates the **Add** button in paragraph 1.1. #### 1.4.1. Checkbox Used to select one or more entries. An additional removal tool appears next to the search field after selecting one or more entries. Information about the number of entries chosen for deletion appears when you hover over this tool. When you click on it, a modal confirmation window appears. It contains the **Yes**, **No**, and close ( ![image2024-3-7_15-21-56.png](https://wiki.webitel.com/__attachments/a_19580876b07d3f0c2dd6c2b668b4807371ca4e24b2aef9b432657428ac0bba59/image2024-3-7_15-21-56.png?cb=7897b71d1cfde12c18814e7f4f5eab94) ) buttons. * Clicking the **Yes** button deletes the entries. * Clicking the **No** button closes the modal window, and the entries are not deleted. All records on the page will be selected if you select the checkbox in the header. ![Confirm deletion modal window.png](https://wiki.webitel.com/__attachments/a_1a4eb5820e6ee0b08a5d8076b9209d8bddea14f66eadc95492595b0d07102c3f/Confirm%20deletion%20modal%20window.png?cb=8e3c41c5f8d3d31ada0c6dbc86758a2e) *Fig. 2. Confirm deletion modal window* #### 1.4.2. Name The name of the Agent is displayed here. #### 1.4.3. Status It shows what status the Agent is in. There are such statuses: ![image2024-2-20_11-40-42.png](https://wiki.webitel.com/__attachments/a_edf155b4e010798071468c06101f1ed5c409bfc7b7056fb6caacc834b620fc65/image2024-2-20_11-40-42.png?cb=da0a5fce17959f0b24980a06f913b931) Offline; ![image2024-2-20_11-39-52.png](https://wiki.webitel.com/__attachments/a_485a3a4023345fe48cb8e6d3ea1c58f148e3eb28ea42d787547927ed2d74a3e8/image2024-2-20_11-39-52.png?cb=39831bc78991c4c3005785b766a7aa81) Online; ![image2024-2-20_11-41-16.png](https://wiki.webitel.com/__attachments/a_c717563c8e9ec4bb2368b59ea97bbb8cbf64f080d7cafd576bdd3abff32f3bd7/image2024-2-20_11-41-16.png?cb=ead30d6af40275ad28a0f8e219717ac2) Pause; ![image2024-2-20_11-42-11.png](https://wiki.webitel.com/__attachments/a_62ff1c805d6df6d12135ce44d24aced6c38d92c5edf016aef2f9ceb38a8f5f99/image2024-2-20_11-42-11.png?cb=2af2018fc2976ee5d52831151f2f49f9) Break out. #### 1.4.4. Status time It shows how long the Agent has been in the state displayed in the Status column. #### 1.4.5. Team It displays the name of the Team the Agent belongs to. #### 1.4.6. History tool The **State History** modal window opens (*Fig.3* ) when clicking the ![image2024-2-20_11-43-25.png](https://wiki.webitel.com/__attachments/a_983d7b352d020b6187a206c3fe874b49039d82e092de0ef455cb2f30dee99c76/image2024-2-20_11-43-25.png?cb=23f7bc5b45fe0962faecbe13e3287647) button. ![State history modal window.png](https://wiki.webitel.com/__attachments/a_24271c8444a7c2bea3d0bfd7d4d8bf6d0c7925adaff7817b82cb5e9f36c54c8e/State%20history%20modal%20window.png?cb=0c9bb0203845666c38b6d4e30359aeec) *Fig. 3. State history modal window* Time parameters are set, and the list of entries is displayed in the modal window. Available pagination and buttons to close the modal window. The registry consists of the following columns: 1. State; 2. Channel; 3. From; 4. To; 5. Duration. ##### 1.4.6.1. State There are such states: * **waiting ---**waiting for a connection with a Subscriber; * **offering ---**connected with the Subscriber; connects with the Agent; * **answered ---**active call; * **active ---**active chat; * **bridged ---**the call is connected to the Agent and the Subscriber; * **hold ---**call on hold by the Agent; * **processing ---**the Agent enters call details; * **chat ---**the Agent serves a Chat; * **wrap time ---**a pause between calls. The duration of this state is entered in the[**Wrap up time**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Timing#Timing-1.3.Wrapuptime)field on the [**Timing**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Timing) tab of the Agent's Team; * **missed ---**occurs when the Agent missed the call. The duration of this state is entered in the [**No answer delay time**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Timing#Timing-1.4.Noanswerdelaytime) field on the [**Timing**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Timing) tab of the Agent's Team; * **reserved**- available for progressive calling, the state when an operator is reserved to connect to a subscriber; * **pause ---**Agent on pause. The name of this state changes according to the name of the pause. You can see available pauses on the [**Agent statuses**](https://wiki.webitel.com/docs/agent-statuses-lookups.md)page; * **break_out ---**the Agent is forcibly taken offline. This state occurs when the Agent has missed the maximum allowed number of calls, which is entered in the [**Max no answer**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Timing#Timing-1.1.Maxnoanswer) field on the [**Timing**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Timing) tab of the Agent's Team; * **online ---**Agent is online; * **offline ---**Agent is offline. ##### 1.4.6.2. Channel There are such channels: * Call; * Email; * Chat. ##### 1.4.6.3. From The time when the Agent entered this state. ##### 1.4.6.4. To The time when the Agent left this state. ##### 1.4.6.5. Duration The amount of time the Agent spent in this state. #### 1.4.7. Editing tool The **General** tab opens after clicking on this button - ![%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-16%20014501.png?version=2&modificationDate=1711149518789&cacheVersion=1&api=v2&width=20](https://wiki.webitel.com/__attachments/a_aa1b360464a2fb8ce661b875bebd00035f29552c6ab34b6371280da0f47e0ce9/%25D0%25A1%25D0%25BD%25D0%25B8%25D0%25BC%25D0%25BE%25D0%25BA%2520%25D1%258D%25D0%25BA%25D1%2580%25D0%25B0%25D0%25BD%25D0%25B0%25202024-02-16%2520014501.png%3Fversion=2&modificationDate=1711149518789&cacheVersion=1&api=v2&width=20?cb=65294f644190a5e29fb911a68921687b) . You can change the object's data and go to other tabs for editing. #### 1.4.8. Removal tool Used to remove an object with confirmation through a modal window. When hovering over the delete button ( ![image-20241231-121409.png](https://wiki.webitel.com/__attachments/a_692f36a607afe3150c07ea251ce90cc409ef546fa270147ebdd215cfffbd0817/image-20241231-121409.png?cb=6074777e1b6e4e58b69e2843f1acbef9) ), the tool name is displayed. After clicking the delete button, a confirmation modal window appears. Clicking the **Yes** button deletes the object. Clicking the **No** button closes the modal window, and the object is not deleted. ![Confirm deletion modal window.png](https://wiki.webitel.com/__attachments/a_30093462189f14f37ea12ed138f30818d426d7afc737d662bb0d33113fcf4b4a/Confirm%20deletion%20modal%20window.png?cb=8e3c41c5f8d3d31ada0c6dbc86758a2e) *Fig. 4.**Confirm deletion modal window* ### 1.5. Pagination It consists of the **Rows per page** field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages. ## 2. Opportunities ### 2.1. Create a new Agent | **Goal** | **Create a new Agent** | |---------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agents section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to create in the Agents section.](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section) 4. The presence of at least one User who is not an Agent or Supervisor and has a Call Center license. | | Steps | 1. Click the **Add** button. The **General**tab opens. 2. Enter data. The **Save** button becomes active. 3. Click the **Save** button. Access to the **Permissions**tab is opened. 4. Fill in the required data in other tabs. 5. Click the **Save** button | | Result | Data saved. The Agent is created. | ### 2.2. Delete an Agent | **Goal** | **Delete an Agent** | |---------------|-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agents section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to select and delete in the Agents section](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section); 4. The presence of at least one Agent. | | Steps | 1. Find the Agent you want to delete in the registry; 2. Click the delete button --- ![Снимок экрана 2024-02-16 004151.png](https://wiki.webitel.com/__attachments/a_6e32a07791489205d28fc434200c7a2e6e0f2e4e94e6755b48e32c97e9d54635/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-16%20004151.png?cb=4227df86a404db2f7750ed5b83409247) . A modal window opens to confirm the deletion; 3. Click the **Delete**button. | | Result | The modal window closes. The Agent is removed. | ### 2.3. Delete several Agents | **Goal** | **Delete several Agents** | |---------------|-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agents section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to select and delete in the Agents section](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section); 4. The presence of at least one Agent. | | Steps | 1. Find the Agents you want to delete in the registry. Select them using the checkbox; 2. Click on the delete button at the top of the registry. A modal window opens to confirm the deletion. 3. Click the **Delete** button. | | Result | The modal window closes. Agents are removed. | ### 2.4. Edit an Agent | **Goal** | **Edit an Agent** | |---------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agents section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to edit in the Agents section](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section); 4. The presence of at least one Agent. | | Steps | 1. Find the Agent you want to edit in the registry. 2. Click on the edit button in the entry of this Agent. The **General** tab opens. 3. Open the tab you need. 4. Make changes. 5. Click the **Save** button. | | Result | Data saved. | ### 2.5. View an agent's state history | **Goal** | **View an agent's state history** | |---------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agents section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to select in the Agents section](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section); 4. The presence of at least one Agent. | | Steps | 1. Find the Agent whose history you want to view in the registry. 2. Click the ![Снимок экрана 2024-02-20 114315.png](https://wiki.webitel.com/__attachments/a_58b053ba1adf28373cac97a584091095e82234feb26a64fd9d1d3a54dfeb079d/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-20%20114315.png?cb=9e99824091638adddd5707f6a60cbe7c) button. | | Result | The **State history** modal window opens. | --- language: "en" --- # Agents (Inbound Queue) ## 1. Description The Queue gets those Agents with the necessary Skills. Skills are specified in the [Skills](https://wiki.webitel.com/docs/skills-inbound-queue.md) tab. It consists of the following elements: 1. Search field (*Fig.1(1)*); 2. Refresh button (*Fig.1(2)*); 3. Registry (*Fig.1(3)*); 4. Pagination (*Fig.1(4)*). ![Agents (Inbound Queue).png](https://wiki.webitel.com/__attachments/a_afdc4117ff1eddc69505240a573f461223173477d177a618432a9bbd16de0b60/Agents%20(Inbound%20Queue).png?cb=742879a32b40eda729ced504c6c45fe8) *Fig. 1. Agents tab* ### 1.1. Search field The search is performed on the **Name** column. It consists of an input field and a close button ( ![image-20241218-160723.png](https://wiki.webitel.com/__attachments/a_85ea7b87e060b48ab66475f47be57399b09d536ffb5d6cbbb39676b1812cc6d9/image-20241218-160723.png?cb=12d87794ce5fb274f2baf3f117c326c5) ) displayed when the cursor is placed in the input field. To search by part of a word or a number, use the **\*** symbol. You can also use the **\*** character to replace any number of characters. ### 1.2. Refresh button Updating the register table is performed by clicking on the refresh button - ![image-20241220-111256.png](https://wiki.webitel.com/__attachments/a_e343a09ef01688ff1dd050be4e3197994568f9f1ba94653bb0791315a7453134/image-20241220-111256.png?cb=0fd65de569482dd6843ba5cf15d182e9). *(Fig.1 (2)).* ### 1.3. Registry The registry is a list of entries of existing objects in this section, each of which consists of a set of fields: 1. Checkbox; 2. Name; 3. Supervisor; 4. Status; 5. Skill. #### 1.3.1. Checkbox Use to select one or more entries. #### 1.3.2. Name The name of the Agent is displayed here. Clicking on an Agent's name opens that Agent's [**General**](https://wiki.webitel.com/docs/general-agents.md) tab. #### 1.3.3. Supervisor This displays the Supervisor assigned to the Agent. If there are several Supervisors, then the name of one Supervisor and the number of other Supervisors are displayed. When you click on the Supervisor's name, the **Supervisors** modal window (*Fig. 2*) opens, showing a list of Supervisors for this Agent. ![Supervisors modal window.png](https://wiki.webitel.com/__attachments/a_4e7b433bcb852fe5578117bab24093d3da9ace1e074d51931e4669ed21377b19/Supervisors%20modal%20window.png?cb=25301a9e0b0b113118e218a8e924da2a) *Fig. 2. Supervisors modal window* #### 1.3.4. Status Displays the status in which the Agent was at the time of the last page refresh. There are such statuses: ![image2024-2-22_10-56-21.png](https://wiki.webitel.com/__attachments/a_375a6a5a26cc7eebe5a2affc9845ea94ac399d43ed93a6b7a01540cb67721541/image2024-2-22_10-56-21.png?cb=25402c95ed0b329c0f76d9dc67b35add) Offline; ![Снимок экрана 2024-02-13 151301.png](https://wiki.webitel.com/__attachments/a_3c204183f617da98cee60d1e3afeb9caf93129437979cf37995c7e20d4a2e719/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20151301.png?cb=04068bfda86a2d8a0df18dbfdacf22c3) Online; ![Снимок экрана 2024-02-13 151327.png](https://wiki.webitel.com/__attachments/a_1bdab562a0fdb736b86a3dce9cd4e4cfee22ecf521475a100386b401dab15d3d/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20151327.png?cb=c9a16f8bfa7cdd90ce80010fa13f4a3a) Pause; ![image2024-2-20_11-42-11.png](https://wiki.webitel.com/__attachments/a_aa07238e08589c22beee42adb185c78c3ef6914183fbd3b5fbc6b19250c98d0a/image2024-2-20_11-42-11.png?cb=2af2018fc2976ee5d52831151f2f49f9) Break out. #### 1.3.5. Skill Agent Skills are displayed. If there are several Skills, then the name of one Skill and the number of other Skills are displayed. When you click on the Skill's name, the **Skills** modal window (*Fig. 3*) opens, showing a list of Skills for this Agent. ![Skills modal window.png](https://wiki.webitel.com/__attachments/a_2fe3a4f77e050394df9ed68bff33a595131a8d735b5806f48fff8fb6fc20b886/Skills%20modal%20window.png?cb=51b49d1fd434eb6e2bb479fa9fcab417) *Fig. 3. Skills modal window* ### 1.4. Pagination It consists of the **Rows per page** field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages. --- language: "en" --- # Agents (Inbound Task Queue) ## 1. Description The Queue gets those Agents with the necessary Skills. Skills are specified in the [Skills](https://wiki.webitel.com/docs/skills-inbound-task-queue.md) tab. It consists of the following elements: 1. Search field (*Fig.1(1)*); 2. Refresh button (*Fig.1(2)*); 3. Registry (*Fig.1(3)*); 4. Pagination (*Fig.1(4)*). ![Agents tab (Inboud Task Queue).png](https://wiki.webitel.com/__attachments/a_32f0240afc54f8490d7de5673904c501f5ddfa716ce4e47713f69f66bd415553/Agents%20tab%20(Inboud%20Task%20Queue).png?cb=6681123ba04839f226ada87e79cbbe95) *Fig. 1. Agents tab* ### 1.1. Search field The search is performed on the **Name** column. It consists of an input field and a close button ( ![image-20241218-160723.png](https://wiki.webitel.com/__attachments/a_85ea7b87e060b48ab66475f47be57399b09d536ffb5d6cbbb39676b1812cc6d9/image-20241218-160723.png?cb=12d87794ce5fb274f2baf3f117c326c5) ) displayed when the cursor is placed in the input field. To search by part of a word or a number, use the **\*** symbol. You can also use the **\*** character to replace any number of characters. ### 1.2. Refresh button Updating the register table is performed by clicking on the refresh button - ![image-20241220-111256.png](https://wiki.webitel.com/__attachments/a_e343a09ef01688ff1dd050be4e3197994568f9f1ba94653bb0791315a7453134/image-20241220-111256.png?cb=0fd65de569482dd6843ba5cf15d182e9). *(Fig.1 (2)).* ### 1.3. Registry The registry is a list of entries of existing objects in this partition, each of which consists of a set of fields: 1. Checkbox; 2. Name; 3. Supervisor; 4. Status; 5. Skill. #### 1.3.1. Checkbox Use to select one or more entries. #### 1.3.2. Name The name of the Agent is displayed here. Clicking on an Agent's name opens that Agent's [**General**](https://wiki.webitel.com/docs/general-agents.md) tab. #### 1.3.3. Supervisor This displays the Supervisor assigned to the Agent. If there are several Supervisors, then the name of one Supervisor and the number of other Supervisors are displayed. When you click on the Supervisor's name, the **Supervisors** modal window (*Fig. 2*) opens, showing a list of Supervisors for this Agent. ![Supervisors modal window.png](https://wiki.webitel.com/__attachments/a_ae502ec90b5b8698f912db9c047744dc2c79e89ebacac0b2d910d9b4df017d12/Supervisors%20modal%20window.png?cb=25301a9e0b0b113118e218a8e924da2a) *Fig. 2. Supervisors modal window* #### 1.3.4. Status Displays the status in which the Agent was at the time of the last page refresh. There are such statuses: ![image2024-2-22_10-56-21.png](https://wiki.webitel.com/__attachments/a_4d7bbcf8e49ad3fcdc3869b3db635b9aedc8a930412e5f5f89586ccc63a65769/image2024-2-22_10-56-21.png?cb=25402c95ed0b329c0f76d9dc67b35add) Offline; ![Снимок экрана 2024-02-13 151301.png](https://wiki.webitel.com/__attachments/a_5a85eca943531e7de4818efac09d09c4204c4e4bb7a375d29ea23db96c3d8d73/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20151301.png?cb=04068bfda86a2d8a0df18dbfdacf22c3) Online; ![Снимок экрана 2024-02-13 151327.png](https://wiki.webitel.com/__attachments/a_b200e37fa31da3bed3aa400ba00a93a485131463f804e749d7d54b646a552075/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20151327.png?cb=c9a16f8bfa7cdd90ce80010fa13f4a3a) Pause; ![image2024-2-20_11-42-11.png](https://wiki.webitel.com/__attachments/a_e53c4aca2cd7b408a1659b4d0664f47157085a0c67267c898a56480c2e6b5fd6/image2024-2-20_11-42-11.png?cb=2af2018fc2976ee5d52831151f2f49f9) Break out. #### 1.3.5. Skill Agent Skills are displayed. If there are several Skills, then the name of one Skill and the number of other Skills are displayed. When you click on the Skill's name, the **Skills** modal window (*Fig. 3*) opens, showing a list of Skills for this Agent. ![Skills modal window.png](https://wiki.webitel.com/__attachments/a_2dd584ea429ff042b8b42106c817ea3c0e8b450c7f7c037dcc4dd9b8b85ff078/Skills%20modal%20window.png?cb=51b49d1fd434eb6e2bb479fa9fcab417) *Fig. 3. Skills modal window* ### 1.4. Pagination It consists of the **Rows per page** field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages. --- language: "en" --- # Agents (Offline Queue) ## 1. Description The Queue gets those Agents with the necessary Skills. Skills are chosen in the [Skills](https://wiki.webitel.com/docs/skills-offline-queues.md) tab. It consists of the following elements: 1. Search field (*Fig.1(1)*); 2. Refresh button (*Fig.1(2)*); 3. Registry (*Fig.1(3)*); 4. Pagination (*Fig.1(4)*). ![Agents tab (Offline Queue).png](https://wiki.webitel.com/__attachments/a_e91cb1943e6580ecd2b403cdf96c4aa10c4e3dfde902b1b966712e6d91676f6a/Agents%20tab%20(Offline%20Queue).png?cb=60ede1af2c3b0bdf626e8d3f7e0b02b2) *Fig. 1. Agents tab* ### 1.1. Search field The search is performed on the **Name** column. It consists of an input field and a close button ( ![image-20241218-160723.png](https://wiki.webitel.com/__attachments/a_85ea7b87e060b48ab66475f47be57399b09d536ffb5d6cbbb39676b1812cc6d9/image-20241218-160723.png?cb=12d87794ce5fb274f2baf3f117c326c5) ) displayed when the cursor is placed in the input field. To search by part of a word or a number, use the **\*** symbol. You can also use the **\*** character to replace any number of characters. ### 1.2. Refresh button Updating the register table is performed by clicking on the refresh button - ![image-20241220-111256.png](https://wiki.webitel.com/__attachments/a_e343a09ef01688ff1dd050be4e3197994568f9f1ba94653bb0791315a7453134/image-20241220-111256.png?cb=0fd65de569482dd6843ba5cf15d182e9). *(Fig.1 (2)).* ### 1.3. Registry The registry is a list of entries of existing objects in this section, each of which consists of a set of fields: 1. Checkbox; 2. Name; 3. Supervisor; 4. Status; 5. Skill. #### 1.3.1. Checkbox Used to select one or more entries. #### 1.3.2. Name The name of the Agent is displayed here. Clicking on an Agent's name opens that Agent's [**General**](https://wiki.webitel.com/docs/general-agents.md) tab. #### 1.3.3. Supervisor This displays the Supervisor assigned to the Agent. If there are several Supervisors, then the name of one Supervisor and the number of other Supervisors are displayed. When you click on the Supervisor's name, the **Supervisor** modal window (*Fig. 2*) opens, showing a list of Supervisors for this Agent. ![Supervisors modal window.png](https://wiki.webitel.com/__attachments/a_5486c00885c0928a88d5f64d458f705f1f96f71c0c60d3760c477d1537d1372d/Supervisors%20modal%20window.png?cb=25301a9e0b0b113118e218a8e924da2a) *Fig. 2. Supervisors modal window* #### 1.3.4. Status Displays the status in which the Agent was at the time of the last page refresh. There are such statuses: ![image2024-2-22_10-56-21.png](https://wiki.webitel.com/__attachments/a_c1fb55497f1dd9481bf18c10406e476a608c55a35dd9a1dc15d282e3493ff7f7/image2024-2-22_10-56-21.png?cb=25402c95ed0b329c0f76d9dc67b35add) Offline; ![Снимок экрана 2024-02-13 151301.png](https://wiki.webitel.com/__attachments/a_04ee9471d5c37ebcdfd7f7847085395420b0dc421aea60b1c28c2105b3914e4d/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20151301.png?cb=04068bfda86a2d8a0df18dbfdacf22c3) Online; ![Снимок экрана 2024-02-13 151327.png](https://wiki.webitel.com/__attachments/a_5dddec813915960f14329a94f20ad604a1a42bf0cafdd362bd718053c4577701/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20151327.png?cb=c9a16f8bfa7cdd90ce80010fa13f4a3a) Pause; ![image2024-2-20_11-42-11.png](https://wiki.webitel.com/__attachments/a_845e62fb656e8d8bb49ae0aa03f72a041eb8bb2fd9a64cdfe5f2468fb9e8549e/image2024-2-20_11-42-11.png?cb=2af2018fc2976ee5d52831151f2f49f9) Break out. #### 1.3.5. Skill Agent Skills are displayed. If there are several Skills, then the name of one Skill and the number of other Skills are displayed. When you click on the skill's name, the **Skills** modal window (*Fig. 3*) opens, showing a list of Skills for this Agent. ![Skills modal window.png](https://wiki.webitel.com/__attachments/a_fdcaf9df06392918e3537d8cb3aa961bbd491d439b55c09a5a8a0d8c911f6946/Skills%20modal%20window.png?cb=51b49d1fd434eb6e2bb479fa9fcab417) *Fig. 3. Skills modal window* ### 1.4. Pagination It consists of the **Rows per page** field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages. --- language: "en" --- # Agents (Predictive Dialer) ## 1. Description The Queue gets those Agents with the necessary Skills. Skills are specified in the [Skills](https://wiki.webitel.com/docs/skills-predictive-dialer.md) tab. It consists of the following elements: 1. Search field (*Fig.1(1)*); 2. Refresh button (*Fig.1(2)*); 3. Registry (*Fig.1(3)*); 4. Pagination (*Fig.1(4)*). ![Agents tab (Predictive Dialer).png](https://wiki.webitel.com/__attachments/a_beb9ff5cf37c9661b7be5146462112addfca8a3adbedff2b332424fc1ae87150/Agents%20tab%20(Predictive%20Dialer).png?cb=64e998693bccb48451e1093826a0074b) *Fig. 1. Agents tab* ### 1.1. Search field The search is performed on the **Name** column. It consists of an input field and a close button ( ![image-20241218-160723.png](https://wiki.webitel.com/__attachments/a_85ea7b87e060b48ab66475f47be57399b09d536ffb5d6cbbb39676b1812cc6d9/image-20241218-160723.png?cb=12d87794ce5fb274f2baf3f117c326c5) ) displayed when the cursor is placed in the input field. To search by part of a word or a number, use the **\*** symbol. You can also use the **\*** character to replace any number of characters. ### 1.2. Refresh button Updating the register table is performed by clicking on the refresh button - ![image-20241220-111256.png](https://wiki.webitel.com/__attachments/a_e343a09ef01688ff1dd050be4e3197994568f9f1ba94653bb0791315a7453134/image-20241220-111256.png?cb=0fd65de569482dd6843ba5cf15d182e9). *(Fig.1 (2)).* ### 1.3. Registry The registry is a list of entries of existing objects in this partition, each of which consists of a set of fields: 1. Checkbox; 2. Name; 3. Supervisor; 4. Status; 5. Skill. #### 1.3.1. Checkbox Use to select one or more entries. #### 1.3.2. Name The name of the Agent is displayed here. Clicking on an Agent's name opens that Agent's [**General**](https://wiki.webitel.com/docs/general-agents.md) tab. #### 1.3.3. Supervisor This displays the Supervisor assigned to the Agent. If there are several Supervisors, then the name of one Supervisor and the number of other Supervisors are displayed. When you click on the Supervisor's name, the **Supervisors** modal window (*Fig. 2*) opens, showing a list of Supervisors for this Agent. ![Supervisors modal window.png](https://wiki.webitel.com/__attachments/a_20d4624af2cc86ad5f85eeee74b15473d904601dcf6632cf1f7b281b5f5e8f57/Supervisors%20modal%20window.png?cb=25301a9e0b0b113118e218a8e924da2a) *Fig. 2. Supervisors modal window* #### 1.3.4. Status Displays the status in which the Agent was at the time of the last page refresh. There are such statuses: ![Статус Оффлайн.png](https://wiki.webitel.com/__attachments/a_557cc060c3a739d494a038a76145004fba5244a85f3b22b85ba7f2de3abccb3f/%D0%A1%D1%82%D0%B0%D1%82%D1%83%D1%81%20%D0%9E%D1%84%D1%84%D0%BB%D0%B0%D0%B9%D0%BD.png?cb=5dfdee23b9f92f3c3fcdc1db82b0d55b) Offline; ![Статус Онлайн.png](https://wiki.webitel.com/__attachments/a_f293eb25d0f3acc09480ec4077ad0b80905ca8d9e612165b1751ba481e8f95ad/%D0%A1%D1%82%D0%B0%D1%82%D1%83%D1%81%20%D0%9E%D0%BD%D0%BB%D0%B0%D0%B9%D0%BD.png?cb=702c63db4a70dc49168d3206ce971e28) Online; ![Статус Пауза.png](https://wiki.webitel.com/__attachments/a_8b722073280cf1f601066964e018eb637d4d1cfbe51772092edb4629cb25940b/%D0%A1%D1%82%D0%B0%D1%82%D1%83%D1%81%20%D0%9F%D0%B0%D1%83%D0%B7%D0%B0.png?cb=9d052976c52a179212084debb4732d8c) Pause; ![Статус Принудительный перерыв.png](https://wiki.webitel.com/__attachments/a_4a9db1cef17a523b27532d906dfbb4ef809cce61da877c32ce0cbc0b88eeba85/%D0%A1%D1%82%D0%B0%D1%82%D1%83%D1%81%20%D0%9F%D1%80%D0%B8%D0%BD%D1%83%D0%B4%D0%B8%D1%82%D0%B5%D0%BB%D1%8C%D0%BD%D1%8B%D0%B9%20%D0%BF%D0%B5%D1%80%D0%B5%D1%80%D1%8B%D0%B2.png?cb=2af2018fc2976ee5d52831151f2f49f9) Break out. #### 1.3.5. Skill Agent Skills are displayed. If there are several Skills, then the name of one Skill and the number of other Skills are displayed. When you click on the Skill's name, the **Skills** modal window (*Fig. 3*) opens, showing a list of Skills for this Agent. ![Skills modal window.png](https://wiki.webitel.com/__attachments/a_f52f259212028292fc29f43669f21ebc0b2e9576fd324d730f34744e65b68a17/Skills%20modal%20window.png?cb=51b49d1fd434eb6e2bb479fa9fcab417) *Fig. 3. Skills modal window* ### 1.4. Pagination It consists of the **Rows per page** field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages. --- language: "en" --- # Agents (Preview Dialer) ## 1. Description The Queue gets those Agents with the necessary Skills. Skills are specified in the [Skills](https://wiki.webitel.com/docs/skills-preview-dialer.md) tab. It consists of the following elements: 1. Search field (*Fig.1(1)*); 2. Refresh button (*Fig.1(2)*); 3. Registry (*Fig.1(3)*); 4. Pagination (*Fig.1(4)*). ![Agents tab (Preview Dialer).png](https://wiki.webitel.com/__attachments/a_391354f544d6a61ad589b3e6720695f27fad96f7f6829eeb21248532bf523a75/Agents%20tab%20(Preview%20Dialer).png?cb=c6588a39b2a89b3ee5766b34776d7977) *Fig. 1. Agents tab* ### 1.1. Search field The search is performed on the **Name** column. It consists of an input field and a close button ( ![image-20241218-160723.png](https://wiki.webitel.com/__attachments/a_85ea7b87e060b48ab66475f47be57399b09d536ffb5d6cbbb39676b1812cc6d9/image-20241218-160723.png?cb=12d87794ce5fb274f2baf3f117c326c5) ) displayed when the cursor is placed in the input field. To search by part of a word or a number, use the **\*** symbol. You can also use the **\*** character to replace any number of characters. ### 1.2. Refresh button Updating the register table is performed by clicking on the refresh button - ![image-20241220-111256.png](https://wiki.webitel.com/__attachments/a_e343a09ef01688ff1dd050be4e3197994568f9f1ba94653bb0791315a7453134/image-20241220-111256.png?cb=0fd65de569482dd6843ba5cf15d182e9). *(Fig.1 (2)).* ### 1.3. Registry The registry is a list of entries of existing objects in this partition, each of which consists of a set of fields: 1. Checkbox; 2. Name; 3. Supervisor; 4. Status; 5. Skill. #### 1.3.1. Checkbox Use to select one or more entries. #### 1.3.2. Name The name of the Agent is displayed here. Clicking on an Agent's name opens that Agent's [**General**](https://wiki.webitel.com/docs/general-agents.md) tab. #### 1.3.3. Supervisor This displays the Supervisor assigned to the Agent. If there are several Supervisors, then the name of one Supervisor and the number of other Supervisors are displayed. When you click on the Supervisor's name, the **Supervisors** modal window (*Fig. 2*) opens, showing a list of Supervisors for this Agent. ![Supervisors modal window.png](https://wiki.webitel.com/__attachments/a_94bd77a3659643b530d903beb9843284ca1194adad1272de54efcb369176b635/Supervisors%20modal%20window.png?cb=25301a9e0b0b113118e218a8e924da2a) *Fig. 2. Supervisors modal window* #### 1.3.4. Status Displays the status in which the Agent was at the time of the last page refresh. There are such statuses: ![image2024-2-22_10-56-21.png](https://wiki.webitel.com/__attachments/a_34e309abc4063b268919df0d11ef110369253bfda1553db6888549ec45dad663/image2024-2-22_10-56-21.png?cb=25402c95ed0b329c0f76d9dc67b35add) Offline; ![Снимок экрана 2024-02-13 151301.png](https://wiki.webitel.com/__attachments/a_3780fe2c929a38fd82f6b05e7d6dc85f336788e433abeaa04fdd41b128803888/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20151301.png?cb=04068bfda86a2d8a0df18dbfdacf22c3) Online; ![Снимок экрана 2024-02-13 151327.png](https://wiki.webitel.com/__attachments/a_d2c36a54becd7f6a3cb2693eec5f98aecf1019f7fd2d3e101f4365e073b23d6d/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20151327.png?cb=c9a16f8bfa7cdd90ce80010fa13f4a3a) Pause; ![image2024-2-20_11-42-11.png](https://wiki.webitel.com/__attachments/a_2c59fb764fc2e1d67ca69181bc9581f7df0713a38947476b44f0a968927cfbaf/image2024-2-20_11-42-11.png?cb=2af2018fc2976ee5d52831151f2f49f9) Break out. #### 1.3.5. Skill Agent Skills are displayed. If there are several Skills, then the name of one Skill and the number of other Skills are displayed. When you click on the Skill's name, the **Skills** modal window (*Fig. 3*) opens, showing a list of Skills for this Agent. ![Skills modal window.png](https://wiki.webitel.com/__attachments/a_7c6f9e53a4ac3441e2e382f28ba175f776170b916e09e362027026d943945e74/Skills%20modal%20window.png?cb=51b49d1fd434eb6e2bb479fa9fcab417) *Fig. 3. Skills modal window* ### 1.4. Pagination It consists of the **Rows per page** field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages. --- language: "en" --- # Agents (Progressive Dialer) ## 1. Description The Queue gets those Agents with the necessary Skills. Skills are specified in the [Skills](https://wiki.webitel.com/docs/skills-progressive-dialer.md) tab. It consists of the following elements: 1. Search field (*Fig.1(1)*); 2. Refresh button (*Fig.1(2)*); 3. Registry (*Fig.1(3)*); 4. Pagination (*Fig.1(4)*). ![Agents tab (Progressive Dialer).png](https://wiki.webitel.com/__attachments/a_34ffc8c27f63d4d12b7b37d4d25a698bb687a52e63cc0663794970cee62afa45/Agents%20tab%20(Progressive%20Dialer).png?cb=0184f756868197f3f35f61707f5a1157) *Fig. 1. Agents tab* ### 1.1. Search field The search is performed on the **Name** column. It consists of an input field and a close button ( ![image-20241218-160723.png](https://wiki.webitel.com/__attachments/a_85ea7b87e060b48ab66475f47be57399b09d536ffb5d6cbbb39676b1812cc6d9/image-20241218-160723.png?cb=12d87794ce5fb274f2baf3f117c326c5) ) displayed when the cursor is placed in the input field. To search by part of a word or a number, use the **\*** symbol. You can also use the **\*** character to replace any number of characters. ### 1.2. Refresh button Updating the register table is performed by clicking on the refresh button - ![image-20241220-111256.png](https://wiki.webitel.com/__attachments/a_e343a09ef01688ff1dd050be4e3197994568f9f1ba94653bb0791315a7453134/image-20241220-111256.png?cb=0fd65de569482dd6843ba5cf15d182e9). *(Fig.1 (2)).* ### 1.3. Registry The registry is a list of entries of existing objects in this partition, each of which consists of a set of fields: 1. Checkbox; 2. Name; 3. Supervisor; 4. Status; 5. Skill. #### 1.3.1. Checkbox Use to select one or more entries. #### 1.3.2. Name The name of the Agent is displayed here. Clicking on an Agent's name opens that Agent's [**General**](https://wiki.webitel.com/docs/general-agents.md) tab. #### 1.3.3. Supervisor This displays the Supervisor assigned to the Agent. If there are several Supervisors, then the name of one Supervisor and the number of other Supervisors are displayed. When you click on the Supervisor's name, the **Supervisors** modal window (*Fig. 2*) opens, showing a list of Supervisors for this Agent. ![Supervisors modal window.png](https://wiki.webitel.com/__attachments/a_bfbe1cf8a3ab6030678558e2ccaa8fbde7297ac52df7f1cb67ece8f0d036e516/Supervisors%20modal%20window.png?cb=25301a9e0b0b113118e218a8e924da2a) *Fig. 2. Supervisors modal window* #### 1.3.4. Status Displays the status in which the Agent was at the time of the last page refresh. There are such statuses: ![image2024-2-22_10-56-21.png](https://wiki.webitel.com/__attachments/a_cfe600612cc3048bbca1fe14ade69e398eb954cc956ae4438d3efc2b2cb38a17/image2024-2-22_10-56-21.png?cb=25402c95ed0b329c0f76d9dc67b35add) Offline; ![Снимок экрана 2024-02-13 151301.png](https://wiki.webitel.com/__attachments/a_ced4ffa22b5631615e7459be9e9c9461cd70a36ec5c85012c994a0958aeb2c49/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20151301.png?cb=04068bfda86a2d8a0df18dbfdacf22c3) Online; ![Снимок экрана 2024-02-13 151327.png](https://wiki.webitel.com/__attachments/a_fef61fa366c008515ec88626345a5cd05463f9f606c146ee5161bc330980f8c4/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20151327.png?cb=c9a16f8bfa7cdd90ce80010fa13f4a3a) Pause; ![image2024-2-20_11-42-11.png](https://wiki.webitel.com/__attachments/a_95311c4067c947a418b139fae1cb39d87bedd8658d5035846c0e8d8ca9b882d9/image2024-2-20_11-42-11.png?cb=2af2018fc2976ee5d52831151f2f49f9) Break out. #### 1.3.5. Skill Agent Skills are displayed. If there are several Skills, then the name of one Skill and the number of other Skills are displayed. When you click on the Skill's name, the **Skills** modal window (*Fig. 3*) opens, showing a list of Skills for this Agent. ![Skills modal window.png](https://wiki.webitel.com/__attachments/a_93105ebc5bd576b98390723e0ff6a3a24a7cfb15e6228c12c50150bc7413bc24/Skills%20modal%20window.png?cb=51b49d1fd434eb6e2bb479fa9fcab417) *Fig. 3. Skills modal window* ### 1.4. Pagination It consists of the **Rows per page** field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages. --- language: "en" --- # Agents (Supervisor) ## 1. Description All Agents are displayed for which the User who entered this page (or someone on behalf of this User) is a Supervisor or Team Admin. The Agent on this page can only see data about himself. It consists of the following elements: 1. Search field (*Fig. 1.(1)* ); 2. Export CSV (*Fig. 1.(2)* ); 3. Filter block (*Fig. 1.(3)* ); 4. Registry (*Fig. 1.(4)* ); 5. Pagination (*Fig. 1.(5)*). ![Agents.png](https://wiki.webitel.com/__attachments/a_f356db8fc78f7c5a65d1a94962361887ba124d0a5b4bb30ac962e534714a7b67/Agents.png?cb=9989c91025ecbb17b1d90bf3b9cac210) *Fig. 1. Agents page* ### 1.1. Search field The search is performed on the **Name** column. Consists of an input field and a close button ( ![image2024-1-25_1-6-25.png](https://wiki.webitel.com/__attachments/a_38315b9ef1a94a8e68ff7843bf617fb5ce33de577fc02c5b522b73a1a5f4d46b/image2024-1-25_1-6-25.png?cb=09682aa262a643f32936c292fd08f6ac) ), which is displayed when you enter data in the input field. You can create a search query in regex format, and the system will display the results that match it. ### 1.2. Export CSV It is designed to export data from the registry. When you click on the **Export CSV** button, the ++agents.csv++ file is downloaded, which contains information about Agents. ### 1.3. Filter block It is designed to filter the data that is displayed in the registry. It consists of the following elements: 1. Filtering fields (*Fig. 2.(1)*); 2. Reset filters button (*Fig. 2.(2)*); 3. Expant filters button (*Fig. 2.(3)*). ![Filters Block.png](https://wiki.webitel.com/__attachments/a_b15b88c5011cef743a94d7fcbf74af3ff9501149dc860aef43d0b0beb9854927/Filters%20Block.png?cb=b8870e45a1c38ea61d8761e99229bb38) *Fig. 2. Filter block* #### 1.3.1. Filtering fields Available fields for filtering: * Status; * Queue; * Skill; * Team; * Supervisor; * Auditor; * Location; * Utilization progress. Depending on the user's rights to view the page, the number of displayed fields may differ. #### 1.3.2. Reset filters button Represented as a button ![image-20251202-163422.png](https://wiki.webitel.com/__attachments/a_b85540aee9ad209e7564c51ceb899eff4cd1b6468aa81239ef9c727bcf0f78b4/image-20251202-163422.png?cb=c670b68de3dc57c22a75ab997f2533e3) , all previously selected filters are reset when clicked. #### 1.3.3. Expant filters button Represented as a ![Screenshot 2024-12-13 135544.png](https://wiki.webitel.com/__attachments/a_0e6b11b1967c1d79108ead960d124b2af80868dbb8bb12d5fcd2308655ddce62/Screenshot%202024-12-13%20135544.png?cb=86db6f4e87f6232ea4e586e8b68b5ffc) button, all fields for filtering are revealed when clicked. #### Note The number of fields displayed may vary depending on the browser window size. Use the ![Screenshot 2024-12-13 135544.png](https://wiki.webitel.com/__attachments/a_0e6b11b1967c1d79108ead960d124b2af80868dbb8bb12d5fcd2308655ddce62/Screenshot%202024-12-13%20135544.png?cb=86db6f4e87f6232ea4e586e8b68b5ffc) button to expand all fields. ### 1.4. Registry It is designed to display entries with data about Agents. It consists of the following elements: 1. Select visible columns (*Fig. 3.(1)*); 2. Refresh button (*Fig. 3.(2)*); 3. Registry (*Fig. 3.(3)*). ![Registry.png](https://wiki.webitel.com/__attachments/a_a3aa6569a82a2bfbeae296586145749328a6c2d30e2e36d10aaa5e16362acfb1/Registry.png?cb=8b1001ee76db0e120dafeecf53ca0df6) *Fig. 3. Registry* #### 1.4.1. Select visible columns It is designed to select the columns displayed in the registry. The **Select visible columns** modal window opens (*Fig.4* ) when you click the ![image2024-4-8_15-8-23.png](https://wiki.webitel.com/__attachments/a_ded900cff5c8baa4f3b1130001b256ce64612295c625dd94a2badfcd190a89a7/image2024-4-8_15-8-23.png?cb=ef494ca1218eca0a85365b54e5ef785a) button. ![Select visible columns modal window.png](https://wiki.webitel.com/__attachments/a_d4f5da5a41a04493e4f1eec1eed1d79934d375c420397fa38c39b1de0cead91c/Select%20visible%20columns%20modal%20window.png?cb=43e5b3000fb5b3d558c535249f33f552) *Fig. 4. Select visible columns modal window* * Select the checkbox - this column is displayed in the registry; * Clear the checkbox - this column is displayed in the registry. #### 1.4.2. Refresh button Updating the register table is performed by clicking on the refresh button - ![image-20241220-111256.png](https://wiki.webitel.com/__attachments/a_e343a09ef01688ff1dd050be4e3197994568f9f1ba94653bb0791315a7453134/image-20241220-111256.png?cb=0fd65de569482dd6843ba5cf15d182e9) . #### 1.4.3. Registry The data in the registry is updated every 10 seconds. The following columns are available in the registry: * **Checkbox;** * **Name** --- the name of the Agent; Clicking on the Agent's name opens the[**Agent's tab**](https://wiki.webitel.com/docs/general-agent-supervisor.md); * **Status** --- Status in which the Agent is now; * **Status duration**--- the amount of time during which this Agent is in the status; * **Status comment** --- if the operator filled in the comment field when switching to the Pause status, an icon ![image-20251119-141530.png](https://wiki.webitel.com/__attachments/a_dcc63acba15f04f8469fc9e79fc890d4e48df04257ada7912250dd09564c905e/df1646cc-bbc1-4310-ab7f-63348bd80a64?cb=594a3361e8b78fee53ed5d38d6425328) appears next to the status change menu after confirmation. When hovering over this icon, the supervisor can view the comment text. * **Team**--- the Team to which the Agent belongs; * **Queues**--- Queues served by the Agent; * **Utilization** --- displays the percentage of time in online status to time in the system; * **Call time** --- the amount of time during which the Agent was in conversations; * **Chat time** --- the amount of time during which the Agent was in chats; * **Transferred**--- the number of calls that were transferred to other Agents; * **Missed**--- the number of calls missed by the Agent; * **Occupancy**--- conversation to online time ratio (in percents). The tool for listening to the call appears in the**Call time** column. (*Fig. 5*) if the Agent is currently in a conversation. ![image2024-4-15_21-15-42.png](https://wiki.webitel.com/__attachments/a_f15a24eca28ff359483f0fd9614eb25c673fb5db645ec70084711e78f8f9126a/image2024-4-15_21-15-42.png?cb=2c59b7df62ece235f1bc36532c25dc22) *Fig. 5. The tool for listening* Listening is only available to a User with **Eavesdrop call** permission. You can configure this permission on the[**Role Permissions**](https://wiki.webitel.com/docs/role-permissions-roles.md) tab for the Role assigned to the User. The window for listening to an active call opens (*Fig. 6*) when you click on the button ![Call listening window.png](https://wiki.webitel.com/__attachments/a_8c77076067e0b1196d86dc6ab1323acd2fb0238540b5daa42bae9194a5f5ef9c/Call%20listening%20window.png?cb=723cba34f30f9a219fe7306b5a2001af) *Fig. 6. Call listening window* The window consists of displaying information: * agent's name; * subscriber's name; * the duration of the call. There are also additional buttons, such as: ![Screenshot 2024-12-31 123608.png](https://wiki.webitel.com/__attachments/a_d8ee33ad95af6941b4c120d147c2de70ac80aba21c4cfd2805798856c19db138/Screenshot%202024-12-31%20123608.png?cb=fa003013fb764967e96e257ee80e6c18) - the microphone is disabled. The microphone automatically turns on when you switch to Prompter or Conference mode. To exit these modes, use the microphone button (mute); ![Screenshot 2024-12-31 123621.png](https://wiki.webitel.com/__attachments/a_f14620fde68c264eabb16548b20ef2e11b8e47c2e45bd2b800c0e7d6daf93f12/Screenshot%202024-12-31%20123621.png?cb=75417aa20f89bd6dabd6d1efdec8e786) - Prompter mode - only the Agent hears the connected person; ![Screenshot 2024-12-31 123630.png](https://wiki.webitel.com/__attachments/a_e2b762a5330d6886ed956956af55cc8a56bae61292e10a7cb61a3dce4e4b129d/Screenshot%202024-12-31%20123630.png?cb=a72d0511a33b07e5dac149d0e72bbe21) - Conference mode - the Agent and the Subscriber hear the joiner. ### 1.5. Pagination It consists of the **Rows per page** field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages. ## 2. Opportunities ### 2.1. Selection of displayed columns in the registry | **Goal** | **Select of displayed columns in the registry** | |---------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Supervisor application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agents section in the Supervisor application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthepartition); 3. The presence of at least one Agent. | | Steps | 1. Click the ![image2024-4-15_21-16-35.png](https://wiki.webitel.com/__attachments/a_1445cdc55202381e7c8fe16877003ad44baca83c97f719e21c68500b148da08a/image2024-4-15_21-16-35.png?cb=5578723e1ddb1e330211ff9544ad7b76) button. The **Select visible columns** modal window opens (*Fig.4*). 2. Columns to display in the table - select in the checkbox: columns that should not be displayed - clear checkboxes. 3. Click the **Add** button. | | Result | The modal window closes. The selected columns are displayed in the registry. | ### 2.2. Export of Agent data | **Goal** | **Export of Agent data** | |---------------|---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Supervisor application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agents section in the Supervisor application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthepartition); 3. The presence of at least one Agent. | | Steps | 1. Click the **Export CSV** button. | | Result | The agents.csv file is downloaded, which contains information about the Agents. | ### 2.3. Filter the displayed data in the Registry | **Goal** | **Select to display Agents with VIP Skill** | |---------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Supervisor application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Agents section in the Supervisor application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthepartition); 3. The presence of at least one Agent; 4. The presence of a VIP Skill. | | Steps | 1. Click on the **Skill** field. A drop-down list with existing Skills opens. 2. Select the VIP Skill. If the required Skill is not in the displayed list, then use the **Skill** field as a search field - enter VIP. 3. Click on VIP. | | Result | The data registry is reloaded, and the data for the selected filter is displayed. | --- language: "en" --- # Agents (Teams) ## 1. Description It is designed to add Agents to the Team. It consists of the following elements: 1. Search field(*Fig.1(1)* ); 2. Creation tool (*Fig.1(2)* ); 3. Refresh button (*Fig.1(3)* ); 4. Registry (*Fig.1(4)* ); 5. Pagination (*Fig.1(5)*). ![Agents tab (Teams).png](https://wiki.webitel.com/__attachments/a_0ca1c1c391830163b5bf1bc648dc8757b0198c89ae8cd4f9948b28a8dda76aa9/Agents%20tab%20(Teams).png?cb=40a3e66aafc8568c7f59286879885508) *Fig. 1. Agents tab* ### 1.1. Search field The search is performed on the **Name** column. It consists of an input field and a close button ( ![image-20241218-160723.png](https://wiki.webitel.com/__attachments/a_85ea7b87e060b48ab66475f47be57399b09d536ffb5d6cbbb39676b1812cc6d9/image-20241218-160723.png?cb=12d87794ce5fb274f2baf3f117c326c5) ) displayed when the cursor is placed in the input field. To search by part of a word or a number, use the **\*** symbol. You can also use the **\*** character to replace any number of characters. ### 1.2. Creation tool Click the add button to add an Agent. The **Add agent** modal window (*Fig. 2*) opens after clicking the add button. It consists of the **Agent** field and the **Add** and **Close** buttons. ![Add agent modal window (Teams).png](https://wiki.webitel.com/__attachments/a_0d2e2fed775bd32112dc587ac1d83e237221da31075d8e7f7a6259e3b133652e/Add%20agent%20modal%20window%20(Teams).png?cb=29e6ad31621bfa581518cec148bfcb07) *Fig. 2. Add agent modal window* The drop-down list with Agents opens when you click on the **Agent** field. How to create a new Agent can be found [here](https://wiki.webitel.com/docs/agents-contact-center.md#Agents(Contactcenter)-2.1.CreateanewAgent). ### 1.3. Refresh button Updating the register table is performed by clicking on the refresh button - ![image-20241220-111256.png](https://wiki.webitel.com/__attachments/a_e343a09ef01688ff1dd050be4e3197994568f9f1ba94653bb0791315a7453134/image-20241220-111256.png?cb=0fd65de569482dd6843ba5cf15d182e9) . ### 1.4. Registry The registry is a list of entries of existing objects in this section, each of which consists of a set of fields: 1. Name; 2. Status 3. Supervisor; 4. Skills. #### 1.4.1. Name The name of the Agent is displayed here. Clicking on the Agent's name opens that agent's [**General**](https://wiki.webitel.com/docs/general-agents.md) tab. #### 1.4.2. Status It shows what status the Agent is in. There are such statuses: ![Снимок экрана 2024-02-20 114037.png](https://wiki.webitel.com/__attachments/a_00b4be829f791460bad0cae5da613f9c1da256100392690b19070806537b0fc5/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-20%20114037.png?cb=da0a5fce17959f0b24980a06f913b931) Offline; ![Снимок экрана 2024-02-20 113946.png](https://wiki.webitel.com/__attachments/a_e3bcab5d3727103eedbc0e229e83da0f915a093c373b7b223dddd08b342aa6c9/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-20%20113946.png?cb=39831bc78991c4c3005785b766a7aa81) Online; ![Снимок экрана 2024-02-20 114113.png](https://wiki.webitel.com/__attachments/a_6e392d326b19cbfd8a2a058f3ea7c8114bbc76341d50f1ec225d944bdf1b2809/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-20%20114113.png?cb=ead30d6af40275ad28a0f8e219717ac2) Pause; ![Снимок экрана 2024-02-20 114206.png](https://wiki.webitel.com/__attachments/a_fe48e2dd76b8d24a4bc2f1a5af8a0ea65402b5766bce1c12cf89bc4837eda200/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-20%20114206.png?cb=2af2018fc2976ee5d52831151f2f49f9) Break out. #### 1.4.3. Supervisor Displays the Supervisor assigned to the Agent. If there are multiple Supervisors, the name of one Supervisor and the number of other Supervisors are displayed. The field is empty if no Supervisor is assigned. Clicking on the name of a Supervisor opens the **Supervisors** modal window (*Fig. 3*), which displays a list of Supervisors assigned to this Agent. ![Supervisors modal window.png](https://wiki.webitel.com/__attachments/a_004de8b5f1d40daf892fbd57e5470fc198002918aa9ef72ddd85c86309697bf7/Supervisors%20modal%20window.png?cb=25301a9e0b0b113118e218a8e924da2a) *Fig. 3. Supervisors modal window* #### 1.4.4. Skills Here, Agent Skills are displayed. The name of one Skill and the number of other Skills are displayed if there are multiple Skills. The field is empty if no Skills are assigned. Clicking on a Skill opens the **Skills** modal window (*Fig.4*), which displays a list of skills assigned to this Agent. ![Skills modal window.png](https://wiki.webitel.com/__attachments/a_3a557c962fafb3f83568c21f39920632b8f9436b001461b908a7ecf9ea0f2ef6/Skills%20modal%20window.png?cb=51b49d1fd434eb6e2bb479fa9fcab417) *Fig. 4. Skills modal window* ### 1.5. Pagination It consists of the **Rows per page** field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages. ## 2. Opportunities ### 2.1. Add an Agent to the Team | **Goal** | **Add an Agent to the Team** | |---------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Teams section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to edit in the Teams section](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section); 4. The presence of a Team or the creation of a new one; 5. The presence of an Agent. | | Steps | 1. Click the ![Снимок экрана 2024-03-19 160728.png](https://wiki.webitel.com/__attachments/a_c061c401a83540687fe73c6149f648c68e18dbce3550b117d521209ddc6d63b2/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-03-19%20160728.png?cb=234be5cdc3e91f474a22aa84147848c6) button. The **Add agent** modal window opens. 2. Click on the **Agent** field. A drop-down list of Agents opens. 3. Select the required Agent. The drop-down list is closed. 4. Click the **Add** button. | | Result | Agent added | --- language: "en" --- # Agеnts ## 1. Description Designed to view information on agents. Consists of: 1. Drop-down list with multiple choice "Agents"; 2. Drop-down list with multiple choice "Skills"; 3. "Agent's current status" table; 4. Block "Average talk time"; 5. Block "Average hold time"; 6. Block "Statuses"; 7. "Agents" table ![dashboard.png](https://wiki.webitel.com/__attachments/a_5c702bc53b72ba2235df1fd9c77ca6401777fa938a8dc85842233a63f37556f1/dashboard.png?cb=4ab8ce478cc67857b312e2ca26c287b8) Dashboard "Agents" ### 1.1. Drop-down list with multiple choice "Agents" Designed to select the Agent(s) information on which you want to look. #### 1.2. Drop-down list with multiple choice "Skills" Designed to select the skill(s) information on which you want to look. #### 1.3. "Agent's current status" table Information about the status of the agent at the moment is displayed in this table. Consists of columns: * **Agent**- agent's name; * **Status**- the status the agent is in at the moment; * **Time in status** - the amount of time in which this subscriber is in the specified status; * **State**- the state the agent is currently in; * **Time in state**- the amount of time in which this subscriber is in the specified state ;; * **A comment** - indicates the reason for the break, which the agent chooses when he enters the pause mode; * **ID**- user ID number. There are such statuses: * **Offline**- 0, red * **Online**- 3, green * **Break**- 2, orange; * **Break out** - forcibly output to offline. Transfers to this status when the agent missed the maximum number of calls, which is specified in the "Maximum number of unanswered calls" field on the "Dialing parameters" detail page of the command this agent is a member of, There are such conditions: * **Distribution**- connected to the subscriber, connects to the agent; * **Busy**- the call is connected to the agent and the subscriber; * **Waiting**- waiting for connection with the subscriber; * **Post processing** - the agent enters data on the call; * **Wrap up** - a pause between calls. The duration of this status is indicated in the "Pause between calls \*" field on the "Dialing parameters" detail page of the command in which the agent is a member; * **Outgoing call** - when the agent manually makes a call; * **Break**- the agent is in pause mode; * **Missed**- switches to this status when the agent missed the call. The duration of this status is indicated in the "Waiting time if there is no agent answer \*" field on the "Dialing parameters" detail page of the command in which the agent is a member. #### 1.4. Block "Average talk time" Displays the agent's average talk time over the selected period. The call time of all agents for the selected period is taken into account. #### 1.5. Block "Average hold time by agent" Shows the average time of the agent holding a call on pause for the selected period. Data for all agents is taken into account. #### 1.6. Block "Statuses" Displays the number of agents in statuses: * Offline * Online * Break * Break out #### 1.7. "Agents" table Displays general statistics on the incoming queue in the context of the most agents. Comprises: * **Agent**- agent's name; * **Login Time**- the time when the agent first logged in the system; * **Logout time** - time of the agent's last logout from the system; * **Time in the system** - displays the amount of time that the agent was in online status, or break status; * **Disposal** - displays the percentage of online status to system time; * **ACD calls** - the number of calls that got to the agent from the input queue; * **Outgoing queue** - the number of calls that got to the agent from outgoing queues; * **Outgoing calls from internal number** - the number of calls that the agent made using manual dialing; * **Total talk time**- the total time spent by the agent in the conversation (from the moment the subscriber connects with the agent until the end of the conversation); * **Average talk time**- average talk time of the given agent; * **Holding Amount** is the total time that the agent held the call (s) on pause; * **Avg hold time** - average time of holding a call on pause by the given agent; * **Break time**- the amount of time that the agent spent in the break status; --- language: "en" --- # All licenses (Licenses) ## 1. Description It is designed to view information on existing licenses with the ability to add a new license using a license key. Contains a register of records of issued licenses for Webitel products in this domain. The **All licenses** page is available to Users with global view permission - the **Select** action permission in the [**Role permissions**](https://wiki.webitel.com/docs/role-permissions-roles.md) tab of the Role assigned to the User. List of available product licenses: * **CALL_CENTER** -- work with agents and contacts; * **CALL_MANAGER** -- basic package for PBX/telephony operations; * **VOIP_DEVICE** -- allows creating a user and registering any SIP client; * **MOBILE** -- for using the Android/iOS mobile application; * **EMAIL** -- work with emails; * **CHAT** -- work with chats; * **QUALITY_AUDITOR** -- provides users with the ability to work with the call evaluation functionality; * **CUSTOMER_SERVICE** -- work with cases and configurations; * **CUSTOMER_PORTAL** -- for connecting external users via Mobile SDK. The following table shows the registered products list: |--------------------------|----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|---------------|----------------|---------------|----------|---------|--------|-------------------|--------------------| | **\[Objclass/Product\]** | **Section** | `CALL_CENTER` | `CALL_MANAGER` | `VOIP_DEVICE` | `MOBILE` | `EMAIL` | `CHAT` | `QUALITY_AUDITOR` | `CUSTOMER_SERVICE` | | `roles` | [**Roles**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Roles?src=contextnavpagetreemode) | ✓ | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | | `users` | [**Users**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Users) | ✓ | ✓ | ✓ | ✓ | ✗ | ✗ | ✗ | ✓ | | `devices` | [**Devices**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Devices) | ✓ | ✓ | ✓ | ✓ | ✗ | ✗ | ✗ | ✗ | | `gateways` | [**Gateways**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Gateways) | ✓ | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | | `calls` | Applications: * [**History**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/History)**;** * [**Supervisor**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Supervisor)**;** * [**Workspace**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Workspace) | ✓ | ✓ | ✓ | ✓ | ✗ | ✗ | ✗ | ✓ | | `dictionaries` | [**Lookups**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Lookups)**:** * [**Agent Skills**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Agent+Skills)**;** * [**Locations**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Locations)**;** * [**Communication types**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Communication+types)**;** * [**Agent statuses**](https://wiki.webitel.com/docs/agent-statuses-lookups.md)**.** | ✓ | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ | ✓ | | `calendars` | [**Calendars**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Calendars) | ✓ | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | | `schema` | [**Flow schemas**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Flow+schemas?src=contextnavpagetreemode) | ✓ | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | | `trigger` | [**Triggers**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Triggers?src=contextnavpagetreemode) | ✓ | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | | `acr_routing` | [**Dialplan**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Dialplan) | ✓ | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | | `media_file` | [**Media files**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Media+files) | ✓ | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ | ✓ | | `record_file` | the ability to playback to conversation recordings in History | ✓ | ✓ | ✓ | ✓ | ✗ | ✗ | ✗ | ✓ | | `storage_profile` | [**Storage**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Storage) | ✓ | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | | `cognitive_profile` | [**Cognitive profiles**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Cognitive+profiles?src=contextnavpagetreemode) | ✓ | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | | `cc_list` | [**Call lists (Lookups)**](https://wiki.webitel.com/docs/lists-lookups.md) | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | | `cc_team` | [**Teams**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Teams) | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | | `cc_agent` | [**Agents**](https://wiki.webitel.com/docs/agents-contact-center.md) | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | | `cc_queue` | [**Queues**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Queues) | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | | `cc_bucket` | [**Buckets**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Buckets) | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | | `cc_resource` | [**Resources**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Resources?src=contextnavpagetreemode) | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | | `cc_resource_group` | [**Resource groups**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Resource+groups?src=contextnavpagetreemode) | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | | `acr_chat_plan` | [**Chatplan**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Chatplan) | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | | `email_profile` | [**Email profiles**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Email+profiles?src=contextnavpagetreemode) | ✗ | ✗ | ✗ | ✗ | ✓ | ✗ | ✗ | ✗ | | `chats` | | ✗ | ✗ | ✗ | ✗ | ✗ | ✓ | ✗ | ✓ | | `chat_bots` | [**Chat Gateways**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Chat+Gateways) | ✗ | ✗ | ✗ | ✗ | ✗ | ✓ | ✗ | ✓ | | `cc_audit_form` | [**Audit**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Audit) | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | ✓ | ✗ | | `contacts` | [**Contacts**](https://wiki.webitel.com/docs/contacts.md) | ✓ | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | | `contact_groups` | [**Contact groups**](https://wiki.webitel.com/docs/contact-groups-lookups.md) | ✓ | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ | ✗ | *Table. 1. The registered products list* CUSTOMER_PORTAL is for connecting external users via the Mobile SDK There are two types of licenses: * **Competitive** - the number of Users simultaneously registered in the system is licensed; * **Nominal** - issued to a specific User. The license for the CHAT product can only be of a nominal type! CHAT regulates how many Chat Gateways can be enabled at the same time. It is not assigned to a User but allows you to connect to Telegram, web chat, Facebook, etc. The CHAT-licensed product defines the maximum number of Chat Gateways simultaneously activated in all domains assigned to such a license. Licenses for the Chat product are not summed up! The license with the largest number of Chat Gateways is taken into account. It is possible to combine licenses. If the license has expired, access to the system will be unavailable. The EMAIL licensed product defines the maximum number of Email profiles that can be simultaneously activated in all domains assigned to such a license. In a situation where several products of the EMAIL type are provided, one is selected with the maximum number (they are not summed up!). The license is assigned to an Agent and provides access to the[**Email profiles**](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Email+profiles)section. For example, ten issued licenses can be simultaneously assigned to ten different Users, allowing them to activate no more than ten Email profiles. The **All licenses** page consists of the following elements: 1. Registry (*Fig. 1.(1)*); 2. Search field (*Fig. 1.(2))* ; 3. Add tool *(Fig. 1.(3))*; 4. Refresh button (*Fig. 1.(4))* ; 5. Pagination *(Fig. 1.(5))*. ![Licenses.png](https://wiki.webitel.com/__attachments/a_eaf7150e7a7f9b1e76fbce741cd15679df339f1a756d8964a1fd704ea769c910/Licenses.png?cb=f895f51d476282dbd3a0d339736994a3) *Fig. 1. All licenses page* ### 1.1. Registry The registry is a list of entries, each of which consists of a set of fields: 1. ID; 2. Product; 3. Valid from; 4. Valid till; 5. Used; 6. Limit; 7. Competitive; 8. Status. #### 1.1.1. Id Clicking the ![image2024-1-24_17-18-35.png](https://wiki.webitel.com/__attachments/a_56f0f67815a311006bcd04e48150608b8b0497a7516446638ce7a0274a4e31c5/image2024-1-24_17-18-35.png?cb=30e35d71b2c748ba98b58f818e9da9cd) button copies the license key. #### 1.1.2. Product Displays the name of the product for which the license has been issued. * If a **custom name** is specified for the license, this name is displayed in the column. * If a custom name **is not specified** , the **standard product name** is displayed. #### 1.1.3. Valid from Displays the start date of the license. #### 1.1.4. Valid till Displays the license expiration date. #### 1.1.5. Used Displays the number of Users assigned a nominal license. Displays the number of currently active Users for competitive licenses. When you click on the number, a modal window opens, which displays the Users to whom this license has been assigned (*Fig. 2*). ![License modal window.png](https://wiki.webitel.com/__attachments/a_223f063bf0c9a0eaff5ca59d47de3a55609e74b8f0e7b22b530c14eefdcde943/License%20modal%20window.png?cb=b48ecf67996ba7f8d73ff76da0c866cb) *Fig. 2. License modal window* It consists of the following elements: 1. Search field; 2. Registry; 3. Pagination. ##### 1.1.5.1. Search field The search is performed on the **User**column. It consists of an input field and a close button ( ![image-20241218-160723.png](https://wiki.webitel.com/__attachments/a_85ea7b87e060b48ab66475f47be57399b09d536ffb5d6cbbb39676b1812cc6d9/image-20241218-160723.png?cb=12d87794ce5fb274f2baf3f117c326c5) ) displayed when the cursor is placed in the input field. To search by part of a word or a number, use the **\*** symbol. You can also use the **\*** character to replace any number of characters. ##### 1.1.5.2. Registry The registry is a list of entries, each of which consists of a set of fields: * **Domen** ---the name of the domain in which the User was created; * **User**--- the username is displayed; * **Used**--- it is a switch. Switch positions: * ![image2024-1-24_17-22-29.png](https://wiki.webitel.com/__attachments/a_e02c46a3bf3ce8b96278987ed9966d6f950594e54093e15c0147c98e73fbcb2e/image2024-1-24_17-22-29.png?cb=ea693acf9358e8a53a53fb926d4129a3) --- the User uses the license (is online); * ![image2024-1-24_17-24-16.png](https://wiki.webitel.com/__attachments/a_925aec66313f8359d1d313dcfd3a3cc00906933ba2f0221b37e55c711f556693/image2024-1-24_17-24-16.png?cb=d433900146c8452eddd3c94e095b4ed2) --- the User does not use the license. The switch can be switched from active to inactive, thereby forcibly logging out the user. You can only use this for a user from your domain. ##### 1.1.5.3. Pagination It consists of the **Rows per page** field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages. #### 1.1.6. Limit Displays the maximum number of Users that can be assigned a license for named licenses Displays the maximum possible number of active Users with that license for a competitive license. #### 1.1.7. Competitive Displays whether the license is competitive. **True**--- the a competitive license. Empty field --- the nominal license (non-competitive). #### 1.1.8. Status Displays the number of days until the end of the license. ### 1.2. Search field The search is performed on the **Product**column. It consists of an input field and a close button ( ![image-20241218-160723.png](https://wiki.webitel.com/__attachments/a_85ea7b87e060b48ab66475f47be57399b09d536ffb5d6cbbb39676b1812cc6d9/image-20241218-160723.png?cb=12d87794ce5fb274f2baf3f117c326c5) ) displayed when the cursor is placed in the input field. To search by part of a word or a number, use the **\*** symbol. You can also use the **\*** character to replace any number of characters. ### 1.3. Add tool Click the button (*Fig. 1.(3)*) to add a new license. After clicking, the **Import license**modal window opens (*Fig. 3*). ![Import license.png](https://wiki.webitel.com/__attachments/a_f2582743e88f5587ca4442e54d0988a03d1ad23dd4aa051bab7c73117a02b489/Import%20license.png?cb=d136b5ee8df9a3eb00330a599181bee9) *Fig. 3. Import license modal window* The **Import license**modal window consists of the following elements: * **License key**---is designed to enter a license key; * **Add** --- the button becomes active (coloured in orange) after entering data in the **License key** field; * **Close**--- is designed to close the modal window without saving the entered data in the **License key** field. ### 1.4. Refresh button Updating the register table is performed by clicking on the refresh button - ![image-20241220-111256.png](https://wiki.webitel.com/__attachments/a_e343a09ef01688ff1dd050be4e3197994568f9f1ba94653bb0791315a7453134/image-20241220-111256.png?cb=0fd65de569482dd6843ba5cf15d182e9) . ### 1.5. Pagination It consists of the **Rows per page** field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages. ## 2. Opportunities ### 2.1. Add a license | **Goal** | **Add a license** | |---------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Licenses section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Global permission (Select);](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactioninanapplication/partition) 4. Availability of a license key. | | Steps | 1. Click the ![Снимок экрана 2024-02-16 005041.png](https://wiki.webitel.com/__attachments/a_8c413d790138936eec4cfe428454f9f25a4513080d47f60df1be28eed7f8f562/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-16%20005041.png?cb=9ac5b681b467830a6f01af81be2fdef0) button. The modal window **Import****license** opens. 2. Enter the license key in the **License key** field. The Add button turns yellow and becomes active. 3. Click the **Add**button | | Result | The modal window closes. An entry for the product for which the license was added appeared in the registry. | ### 2.2. Copy the license key of an active license | **Goal** | **Copy the license key of an active license** | |---------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Licenses section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Global permission (Select);](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactioninanapplication/partition) 4. Availability of a license key. | | Steps | 1. Find the entry for the desired product in the register. 2. Click the ![image2024-1-24_17-18-35.png](https://wiki.webitel.com/__attachments/a_56f0f67815a311006bcd04e48150608b8b0497a7516446638ce7a0274a4e31c5/image2024-1-24_17-18-35.png?cb=30e35d71b2c748ba98b58f818e9da9cd) button | | Result | The button changes to ![image2024-1-24_17-25-41.png](https://wiki.webitel.com/__attachments/a_c33aa14d45b176ba6ae3d466e86a0ee25425aba0448cde3c42d6fb415be82b21/image2024-1-24_17-25-41.png?cb=f6801fa23b63c1e8305688b30e758b5f) . The information **Copied to clipboard!** is displayed. The license key copies to the clipboard. | --- language: "en" --- # Alternative Channels ## 1. Description The page is intended to set up alternative channels. The page contains fields and switches for different messengers. The following messengers are available (*Fig.1*): * Viber; * WhatsApp; * Telegram; * Messenger; * Email. ![Alternative Channels tab.png](https://wiki.webitel.com/__attachments/a_2515a7b0100545af409b0d08759b0093d5935723b7e47f3c54a95f07d0b7a60c/Alternative%20Channels%20tab.png?cb=252aec6fc1ed9ba239b611d8a90aded4) *Fig. 1. Alternative Channels tab* In the messenger field, a link is indicated by which the site user will be transferred when clicking on the corresponding icon. ![image2024-3-29_15-34-57.png](https://wiki.webitel.com/__attachments/a_290f6e0239d47aade8c388589d6f7189b2d5a72347e4981cbf63afb9e70aa9cd/image2024-3-29_15-34-57.png?cb=e5fbd732e56cca80e558cbd6be85a685) - when you click this button, the information entered in the field is copied. The switch is responsible for displaying the messenger icon on the site. After making changes, you must click on the **Copy code for site** button. The script is copied and then used on the site where the chat should be. Changes on the site will be displayed only after using the new script! In the **Online call** block you can configure the functionality of a call from the site. The switch is responsible for the presence of a button for this functionality. The WebSocket is entered into the **WebSocket Endpoint** field. The **Flow scheme** field chooses the Flow scheme to work with this functionality. ## 2. Opportunities ### 2.1. Add an alternative channel | **Goal** | **Add an alternative channel - Telegram.** | |---------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Chat Gateways section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to create in the Chat gateways section](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section); 4. Have at least one text gateway for Web chat or create a new one. 5. Created Telegram chat. | | Steps | 1. Enter a link to the Telegram chat in the **Telegram** field. 2. Move the Telegram switch to the active position. 3. Click the **Copy code for site** button. 4. Paste the code on the site side. | | Result | Added the ability to go to the Telegram chat. | --- language: "en" --- # AMD (Outbound IVR Queue) ## 1. Description AMD determines whether a human or a robot is talking to you. It checks various voice parameters (*Fig. 1*) specific to the recording. It consists of the **Use AMD** switch (*Fig.1*). ![AMD tab (Outbound IVR Queue).png](https://wiki.webitel.com/__attachments/a_fd43896d8060678884aa4855b400de6c9a7781e23aefe1fa8dd3493d595786b5/AMD%20tab%20(Outbound%20IVR%20Queue).png?cb=92de59e0f484a04a0e4662e398d7c2cf) *Fig. 1. AMD tab if Use AMD switch is off* The check is not performed if the switch is in the off position. Recognition is done by checking various voice parameters specific to the recording. The parameters become available when the**Use AMD** switch is on. If the Use AMD switch is on, the tab consists of the following elements (*Fig.2*): 1. Use AMD; 2. Artificial intelligence; 3. Maximum number of words; 4. Between words silence (ms); 5. Maximum word length (ms); 6. Minimum word length (ms); 7. Total analysis time (ms); 8. Silence threshold (ms); 9. After greeting silence (ms); 10. Greeting (ms); 11. Initial silence (ms); 12. Transfer NOTSURE to an agent. ![AMD tab (Outbound IVR Queue) - Use AMD switch is on.png](https://wiki.webitel.com/__attachments/a_2a8ec86ebf81267325bc1003f935e49f727192afe673325118d6a5400e3524e0/AMD%20tab%20(Outbound%20IVR%20Queue)%20-%20Use%20AMD%20switch%20is%20on.png?cb=c45095dbc09fc4e4d51f57d66935bafb) *Fig. 2. AMD tab if Use AMD switch is on* * AMD does not detect 100% autoresponders. * Calls will take longer to connect to an Agent because the system listens for the first few seconds of the call to determine if it is an answering machine or an Agent. ### 1.1. Use AMD The switch is responsible for enabling and disabling AMD autodetect. ![Снимок экрана 2024-02-13 144345.png](https://wiki.webitel.com/__attachments/a_136687b953d9421a4e540172ba9ca7fc44af8951e29085ec62cac4a07adef3b2/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20144345.png?cb=70ad418545097da23a88b87f098cbda1) - the autodetect is disabled; ![Снимок экрана 2024-02-13 144403.png](https://wiki.webitel.com/__attachments/a_5f1a04e97207e4909fc11ab58a07bc1f8ffb70dfc8fd8864e3ac01a4a463f701/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20144403.png?cb=078c183b091ee8de74d8504e9306085d) - the autodetect is enabled (*Fig.2* or *Fig.3,* corresponding to the position of the **Artificial intelligence** switch). ### 1.2. Artificial intelligence The switch that is responsible for enabling and disabling artificial intelligence, according to the position of the switch: ![Снимок экрана 2024-02-13 144345.png](https://wiki.webitel.com/__attachments/a_136687b953d9421a4e540172ba9ca7fc44af8951e29085ec62cac4a07adef3b2/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20144345.png?cb=70ad418545097da23a88b87f098cbda1) - artificial intelligence is on; ![Снимок экрана 2024-02-13 144403.png](https://wiki.webitel.com/__attachments/a_5f1a04e97207e4909fc11ab58a07bc1f8ffb70dfc8fd8864e3ac01a4a463f701/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20144403.png?cb=078c183b091ee8de74d8504e9306085d) - artificial intelligence is off. It is not configured within the standard settings of the Webitel system. If you would like to set up artificial intelligence, you can contact the manager. If artificial intelligence is enabled, the tab consists of the following elements (*Fig.3*): 1. Use AMD; 2. Artificial intelligence; 3. Positive labels; 4. Playback file. ![AMD tab (Outbound IVR Queue) Artificial intelligence switch is on.png](https://wiki.webitel.com/__attachments/a_876d761eab3ae8f0cb1f9228dab30ac32dc83b87606c84daee53c8ac5dea3b7c/AMD%20tab%20(Outbound%20IVR%20Queue)%20Artificial%20intelligence%20switch%20is%20on.png?cb=4a82ec2691bfe487ba2cdab58031b223) *Fig. 3. AMD tab if artificial intelligence is on* #### 1.2.1. Use AMD The switch is responsible for enabling and disabling AMD autodetect. The description corresponds to the data in paragraph 1.1. #### 1.2.2. Artificial intelligence The switch that is responsible for enabling and disabling artificial intelligence, The description corresponds to the data in paragraph 1.2. #### 1.2.3. Positive labels Artificial intelligence can determine what we receive from the Subscriber into the following options: * **hyman**; * **silence**; * **ringback**; * **voicemail** - voice recording, e.g., answering machine. It is possible to set your own option, but additional settings are required to define it. If you need to define a new option, please contact your Webitel representative. You can choose which results you'd like to continue working within this field. The call ends when artificial intelligence has determined an option not selected in this field. The [History](https://wiki.webitel.com/docs/history-tab.md) application displays how the call was recognized. The determination takes place over time, the amount of which is configured separately on the side of artificial intelligence. #### 1.2.4. Playback file You can select a file that artificial intelligence will play during recognition in this field. For example, a soundtrack can call the Subscriber to make a speech. The file can be selected from the options available in the [Media files](https://wiki.webitel.com/docs/media-files.md) section. ### 1.3. Maximum number of words Here enter the maximum number of words in the greeting. It is considered a robot if more than indicated words are spoken. ### 1.4. Between words silence (ms) The minimum pause (silence) between words is indicated to determine the following expression (in milliseconds). ### 1.5. Maximum word length (ms) This field enters the maximum word length in milliseconds. ### 1.6. Minimum word length (ms) Here enters the minimum duration of a continuous voice sound in milliseconds. ### 1.7. Total analysis time (ms) Here enters the maximum time allowed to recognize if it is a human in milliseconds. ### 1.8. Silence threshold (ms) Here enters the maximum duration of silence between words in milliseconds. ### 1.9. After greeting silence (ms) Here enters the duration of silence after the greeting in milliseconds. If the entered value is exceeded, then consider a human. ### 1.10. Greeting (ms) Here enters the maximum length of the greeting in milliseconds. If exceeded, then consider a robot. ### 1.11. Initial silence (ms) Here enters the maximum duration of silence before the greeting in milliseconds. If exceeded, it is considered a robot. ### 1.12. Transfer NOTSURE to an agent The switch is responsible for redirecting to an Agent of the Member that the auto detector could not recognize, according to the position of the switch: ![Снимок экрана 2024-02-13 144345.png](https://wiki.webitel.com/__attachments/a_136687b953d9421a4e540172ba9ca7fc44af8951e29085ec62cac4a07adef3b2/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20144345.png?cb=70ad418545097da23a88b87f098cbda1) - do not redirect to the Agent; ![Снимок экрана 2024-02-13 144403.png](https://wiki.webitel.com/__attachments/a_5f1a04e97207e4909fc11ab58a07bc1f8ffb70dfc8fd8864e3ac01a4a463f701/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20144403.png?cb=078c183b091ee8de74d8504e9306085d) - redirect to an Agent. When the switch is active, another switch is available - **Transfer silence to an agent** (*Fig. 4*). The **Transfer silence to an agent** switch is responsible for redirecting the call to the Agent if the auto detector has made a definition of silence. ![Transfer switchs.png](https://wiki.webitel.com/__attachments/a_b3f3e402a63daeb7decfc5ca6cc587c61222190684cbd421b907f2defcc5b954/Transfer%20switchs.png?cb=84ca6bcdf475e625d955707d55b9833b) *Fig. 4. Transfer silence to an agent switch* ## 2. Opportunities ### 2.1. Change to autodetect options | Goal | Change, for example, **Maximum number of words** | |---------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Queues partition in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to create or edit in the Queues partition;](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section) 4. The presence of a Queue or the creation of a new one. | | Steps | 1. Click on the **Maximum number of words**field. 2. Enter the necessary changes (the number can be set using the buttons ![Снимок экрана 2024-02-16 105101.png](https://wiki.webitel.com/__attachments/a_8967b3e7b4d9e09365ea3e8995f23dc4ff1984679eeca195d914a7285d137f06/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-16%20105101.png?cb=b5433be6e764a0f7ddb58efd5e745c82) ). 3. Click on the **Save** button. | | Result | Data saved. | ### 2.2 Enable autodetect in the Queue | Goal | Enable autodetect in the Queue | |---------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Queues partition in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to create or edit in the Queues partition;](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section) 4. The presence of a Queue or the creation of a new one. | | Steps | 1. Move the **Use AMD** switch to the active position. The **Save** button becomes active. 2. Click on the **Save** button. | | Result | Data saved. | ### 2.3 Enable redirection of unidentified Members to an Agent | Goal | Enable redirection of unidentified Members to an Agent | |---------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Queues partition in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to create or edit in the Queues partition;](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section) 4. The presence of a Queue or the creation of a new one. | | Steps | 1. Move the **Transfer NOTSURE to an agent** switch to the active position. The **Save** button becomes active. 2. Click on the **Save** button. | | Result | Data saved. | --- language: "en" --- # AMD (Predictive Dialer) ## 1. Description AMD determines whether a human or a robot is talking to you. It checks various voice parameters (*Fig. 1*) specific to the recording. It consists of the **Use AMD** switch (*Fig.1*). ![AMD tab (Predictive Dialer).png](https://wiki.webitel.com/__attachments/a_4209834bd890d45ba6a35201dc1fd55fa07b1d10cb2f574bf64520b96b18c0df/AMD%20tab%20(Predictive%20Dialer).png?cb=0562d1ad1c03dc28f35d65559f2f22a0) *Fig. 1. AMD tab if Use AMD switch is off* The check is not performed if the switch is in the off position. Recognition is done by checking various voice parameters specific to the recording. The parameters become available when the**Use AMD** switch is on. If the Use AMD switch is on, the tab consists of the following elements (*Fig.2*): 1. Use AMD; 2. Artificial intelligence; 3. Maximum number of words; 4. Between words silence (ms); 5. Maximum word length (ms); 6. Minimum word length (ms); 7. Total analysis time (ms); 8. Silence threshold (ms); 9. After greeting silence (ms); 10. Greeting (ms); 11. Initial silence (ms); 12. Transfer NOTSURE to an agent. ![AMD tab if Use AMD switch is on (Predictive Dialer).png](https://wiki.webitel.com/__attachments/a_98d56ddf3fae7cae8caaf839b189f65150a330f71ba1d43537770fa37f1dc10c/AMD%20tab%20if%20Use%20AMD%20switch%20is%20on%20(Predictive%20Dialer).png?cb=0d0beb641982e5967dd20fb4390bbaa1) *Fig. 2. AMD tab if Use AMD switch is on* * AMD does not detect 100% autoresponders. * Calls will take longer to connect to an Agent because the system listens for the first few seconds of the call to determine if it is an answering machine or an Agent. ### 1.1. Use AMD The switch is responsible for enabling and disabling AMD autodetect. ![Снимок экрана 2024-02-07 161700.png](https://wiki.webitel.com/__attachments/a_d785934ec1624482deff283bf156c7a70dfefb43f3c78c008b36ee33b1930aaa/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-07%20161700.png?cb=f3504e2c5ebaf3c1dee80607217a4dc3) - the autodetect is disabled; ![Снимок экрана 2024-02-07 161606.png](https://wiki.webitel.com/__attachments/a_f5fc19d5f033e26ae28cf0bf0d1aa7b1c769c82119de6bcbb58b58d822b5e19b/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-07%20161606.png?cb=174662b15001e2e2df58c7169c297b87) - the autodetect is enabled (*Fig.2* or *Fig.3,* corresponding to the position of the **Artificial intelligence** switch). ### 1.2. Artificial intelligence The switch that is responsible for enabling and disabling artificial intelligence, according to the position of the switch: ![Снимок экрана 2024-02-07 161606.png](https://wiki.webitel.com/__attachments/a_f5fc19d5f033e26ae28cf0bf0d1aa7b1c769c82119de6bcbb58b58d822b5e19b/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-07%20161606.png?cb=174662b15001e2e2df58c7169c297b87) - artificial intelligence is on; ![Снимок экрана 2024-02-07 161700.png](https://wiki.webitel.com/__attachments/a_d785934ec1624482deff283bf156c7a70dfefb43f3c78c008b36ee33b1930aaa/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-07%20161700.png?cb=f3504e2c5ebaf3c1dee80607217a4dc3) - artificial intelligence is off. It is not configured within the standard settings of the Webitel system. If you would like to set up artificial intelligence, you can contact the manager. If artificial intelligence is enabled, the tab consists of the following elements (*Fig.3*): 1. Use AMD; 2. Artificial intelligence; 3. Positive labels; 4. Playback file. ![AMD tab if  Artificial intelligence switch is on (Predictive Dialer).png](https://wiki.webitel.com/__attachments/a_4816a405072b59f16736df0aed558e1f4a461f4559c24f3fbd493e6ace4bcbb5/AMD%20tab%20if%C2%A0%20Artificial%20intelligence%20switch%20is%20on%20(Predictive%20Dialer).png?cb=ed8def38c3557edf4b211590fecb8d17) *Fig. 3. AMD tab if Artificial intelligence switch is on* #### 1.2.1. Use AMD The switch is responsible for enabling and disabling AMD autodetect. The description corresponds to the data in paragraph 1.1. #### 1.2.2. Artificial intelligence The switch that is responsible for enabling and disabling artificial intelligence, The description corresponds to the data in paragraph 1.2. #### 1.2.3. Positive labels Artificial intelligence can determine what we receive from the Subscriber into the following options: * **hyman**; * **silence**; * **ringback**; * **voicemail** - voice recording, e.g., answering machine. It is possible to set your own option, but additional settings are required to define it. If you need to define a new option, please contact your Webitel representative. You can choose which results you'd like to continue working within this field. The call ends when artificial intelligence has determined an option not selected in this field. The [**History**](https://wiki.webitel.com/docs/history-tab.md) application displays how the call was recognized. The determination takes place over time, the amount of which is configured separately on the side of artificial intelligence. #### 1.2.4. Playback file You can select a file that artificial intelligence will play during recognition in this field. For example, a soundtrack can call the Subscriber to make a speech. The file can be selected from the options available in the [**Media files**](https://wiki.webitel.com/docs/media-files.md) section. ### 1.3. Maximum number of words Here enter the maximum number of words in the greeting. It is considered a robot if more than indicated words are spoken. ### 1.4. Between words silence (ms) The minimum pause (silence) between words is indicated to determine the following expression (in milliseconds). ### 1.5. Maximum word length (ms) This field enters the maximum word length in milliseconds. ### 1.6. Minimum word length (ms) Here enters the minimum duration of a continuous voice sound in milliseconds. ### 1.7. Total analysis time (ms) Here enters the maximum time allowed to recognize if it is a human in milliseconds. ### 1.8. Silence threshold (ms) Here enters the maximum duration of silence between words in milliseconds. ### 1.9. After greeting silence (ms) Here enters the duration of silence after the greeting in milliseconds. If the entered value is exceeded, then consider a human. ### 1.10. Greeting (ms) Here enters the maximum length of the greeting in milliseconds. If exceeded, then consider a robot. ### 1.11. Initial silence (ms) Here enters the maximum duration of silence before the greeting in milliseconds. If exceeded, it is considered a robot. ### 1.12. Transfer NOTSURE to an agent The switch is responsible for redirecting to an Agent of the Member that the auto detector could not recognize, according to the position of the switch: ![Снимок экрана 2024-02-07 161606.png](https://wiki.webitel.com/__attachments/a_f5fc19d5f033e26ae28cf0bf0d1aa7b1c769c82119de6bcbb58b58d822b5e19b/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-07%20161606.png?cb=174662b15001e2e2df58c7169c297b87) - redirect to an Agent; ![Снимок экрана 2024-02-07 161700.png](https://wiki.webitel.com/__attachments/a_d785934ec1624482deff283bf156c7a70dfefb43f3c78c008b36ee33b1930aaa/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-07%20161700.png?cb=f3504e2c5ebaf3c1dee80607217a4dc3) - do not redirect to the Agent. When the switch is active, another switch is available - **Transfer silence to an agent** (*Fig. 4*). The **Transfer silence to an agent** switch is responsible for redirecting the call to the Agent if the auto detector has made a definition of silence. ![Transfer switchs.png](https://wiki.webitel.com/__attachments/a_a728a2ba83ed8b526b9e2d2a877da69a83ef1f88a83441bc1f83922e91b0c6e0/Transfer%20switchs.png?cb=84ca6bcdf475e625d955707d55b9833b) *Fig. 4. Transfer silence to an agent switch* ## 2. Opportunities ### 2.1. Change to autodetect options | **Goal** | **Change, for example, Maximum number of words** | |---------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Queues partition in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to create or edit in the Queues partition;](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section) 4. The presence of a Queue or the creation of a new one. | | Steps | 1. Click on the **Maximum number of words**field. 2. Enter the necessary changes (the number can be set using the buttons ![Снимок экрана 2024-02-07 231629.png](https://wiki.webitel.com/__attachments/a_8e676c88c166d18dbc2a730043571b241880cbd2e50fb05acb3016c7d1881d6e/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-07%20231629.png?cb=9c7e272ead70ddb4b53c4bd1c86ec0c4) ). 3. Click on the **Save** button. | | Result | Data saved. | ### 2.2 Enable autodetect in the Queue | **Goal** | **Enable autodetect in the Queue** | |---------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Queues partition in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to create or edit in the Queues partition;](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section) 4. The presence of a Queue or the creation of a new one. | | Steps | 1. Move the **Use AMD** switch to the active position. The **Save** button becomes active. 2. Click on the **Save** button. | | Result | Data saved. | ### 2.3 Enable redirection of unidentified Members to an Agent | **Goal** | **Enable redirection of unidentified Members to an Agent** | |---------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Queues partition in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to create or edit in the Queues partition;](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section) 4. The presence of a Queue or the creation of a new one. | | Steps | 1. Move the **Transfer NOTSURE to an agent** switch to the active position. The **Save** button becomes active. 2. Click on the **Save** button. | | Result | Data saved. | --- language: "en" --- # AMD (Progressive Dialer) ## 1. Description AMD determines whether a human is talking to you or a robot. It checks various voice parameters (*Fig. 1*) specific to the recording. It consists of the **Use AMD** switch (*Fig.1*). ![AMD tab if Use AMD switch is off.png](https://wiki.webitel.com/__attachments/a_1404b857811664b695e7d641d0913422385bee49be13cfb18049973b0ce1aa80/AMD%20tab%20if%20Use%20AMD%20switch%20is%20off.png?cb=0ec2a2fa983ccd7f966e0b8b6a4c535c) *Fig. 1. AMD tab if Use AMD switch is off* The check is not performed if the switch is in the off position. Recognition is done by checking various voice parameters specific to the recording. The parameters become available when the**Use AMD** switch is on. If the Use AMD switch is on, the tab consists of the following elements (*Fig.2*): 1. Use AMD; 2. Artificial intelligence; 3. Maximum number of words; 4. Between words silence (ms); 5. Maximum word length (ms); 6. Minimum word length (ms); 7. Total analysis time (ms); 8. Silence threshold (ms); 9. After greeting silence (ms); 10. Greeting (ms); 11. Initial silence (ms); 12. Transfer NOTSURE to an agent. ![AMD tab (Progressive Dialer) Use AMD switch is on.png](https://wiki.webitel.com/__attachments/a_c50568a7c5969901239e011e16af175ac38105e72edebc9c015280f18bfa591a/AMD%20tab%20(Progressive%20Dialer)%20Use%20AMD%20switch%20is%20on.png?cb=b58f61201eb6a1fab3f5757b856eec86) *Fig. 2. AMD tab if Use AMD switch is on* * AMD does not detect 100% autoresponders. * Calls will take longer to connect to an Agent because the system listens for the first few seconds of the call to determine if it is an answering machine or an Agent. ### 1.1. Use AMD The switch is responsible for enabling and disabling AMD autodetect. ![Снимок экрана 2024-02-07 114741.png](https://wiki.webitel.com/__attachments/a_662c57e81796706ee4c8a1380fa85834f1f7c077e025b01276371c05e7bd4384/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-07%20114741.png?cb=be02646c3957b2d9d2c11b2f8bfdd1ef) --- the autodetect is disabled; ![Снимок экрана 2024-02-06 165346.png](https://wiki.webitel.com/__attachments/a_999fd16a1563a8aa206b7c744ef8f795ea248381c5b674b0695a36fa594037fe/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-06%20165346.png?cb=b3aa8ed9524ac114fe8e0b217a154318) --- the autodetect is enabled (*Fig.2* or *Fig.3,* corresponding to the position of the **Artificial intelligence** switch). ### 1.2. Artificial intelligence The switch that is responsible for enabling and disabling artificial intelligence, according to the position of the switch: ![Снимок экрана 2024-02-06 165346.png](https://wiki.webitel.com/__attachments/a_999fd16a1563a8aa206b7c744ef8f795ea248381c5b674b0695a36fa594037fe/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-06%20165346.png?cb=b3aa8ed9524ac114fe8e0b217a154318) --- artificial intelligence is on; ![Снимок экрана 2024-02-07 114741.png](https://wiki.webitel.com/__attachments/a_662c57e81796706ee4c8a1380fa85834f1f7c077e025b01276371c05e7bd4384/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-07%20114741.png?cb=be02646c3957b2d9d2c11b2f8bfdd1ef) --- artificial intelligence is off. It is not configured within the standard settings of the Webitel system. If you would like to set up artificial intelligence, you can contact the manager. If artificial intelligence is enabled, the tab consists of the following elements (*Fig.3*): 1. Use AMD; 2. Artificial intelligence; 3. Positive labels; 4. Playback file. ![AMD tab (Progressive Dialer) Artificial intelligence switch is on.png](https://wiki.webitel.com/__attachments/a_32ba87e398cc9e8d32c5a54d15131ab9e5b6bf91b6675642cd36d941bf8a628c/AMD%20tab%20(Progressive%20Dialer)%20Artificial%20intelligence%20switch%20is%20on.png?cb=0d31661eed2c84dc516371008b5875bb) *Fig. 3. AMD tab if Artificial intelligence switch is on* #### 1.2.1. Use AMD The switch is responsible for enabling and disabling AMD autodetect. The description corresponds to the data in paragraph 1.1. #### 1.2.2. Artificial intelligence The switch that is responsible for enabling and disabling artificial intelligence, The description corresponds to the data in paragraph 1.2. #### 1.2.3. Positive labels Artificial intelligence can determine what we receive from the Subscriber into the following options: * **hyman**; * **silence**; * **ringback**; * **voicemail** --- voice recording, e.g., answering machine. It is possible to set your own option, but additional settings are required to define it. If you need to define a new option, please contact your Webitel representative. You can choose which results you'd like to continue working within this field. The call ends when artificial intelligence has determined an option not selected in this field. The [**History**](https://wiki.webitel.com/docs/history-tab.md) application displays how the call was recognized. The determination takes place over time, the amount of which is configured separately on the side of artificial intelligence. #### 1.2.4. Playback file You can select a file that artificial intelligence will play during recognition in this field. For example, a soundtrack can call the Subscriber to make a speech. The file can be selected from the options available in the [**Media files**](https://wiki.webitel.com/docs/media-files.md) section. ### 1.3. Maximum number of words Here enter the maximum number of words in the greeting. It is considered a robot if more than indicated words are spoken. ### 1.4. Between words silence (ms) The minimum pause (silence) between words is indicated to determine the following expression (in milliseconds). ### 1.5. Maximum word length (ms) This field enters the maximum word length in milliseconds. ### 1.6. Minimum word length (ms) Here enters the minimum duration of a continuous voice sound in milliseconds. ### 1.7. Total analysis time (ms) Here enters the maximum time allowed to recognize if it is a human in milliseconds. ### 1.8. Silence threshold (ms) Here enters the maximum duration of silence between words in milliseconds. ### 1.9. After greeting silence (ms) Here enters the duration of silence after the greeting in milliseconds. If the entered value is exceeded, then consider a human. ### 1.10. Greeting (ms) Here enters the maximum length of the greeting in milliseconds. If exceeded, then consider a robot. ### 1.11. Initial silence (ms) Here enters the maximum duration of silence before the greeting in milliseconds. If exceeded, it is considered a robot. ### 1.12. Transfer NOTSURE to an agent The switch is responsible for redirecting to an Agent of the Member that the auto detector could not recognize, according to the position of the switch: ![Снимок экрана 2024-02-06 165346.png](https://wiki.webitel.com/__attachments/a_999fd16a1563a8aa206b7c744ef8f795ea248381c5b674b0695a36fa594037fe/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-06%20165346.png?cb=b3aa8ed9524ac114fe8e0b217a154318) --- redirect to an Agent; ![Снимок экрана 2024-02-07 114741.png](https://wiki.webitel.com/__attachments/a_662c57e81796706ee4c8a1380fa85834f1f7c077e025b01276371c05e7bd4384/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-07%20114741.png?cb=be02646c3957b2d9d2c11b2f8bfdd1ef) --- do not redirect to the Agent. When the switch is active, another switch is available --- **Transfer silence to an agent** (*Fig. 4*). The **Transfer silence to an agent** switch is responsible for redirecting the call to the Agent if the auto detector has made a definition of silence. ![Transfer switchs.png](https://wiki.webitel.com/__attachments/a_846fe0dc4935b70c1a4f13441aa6472a755023935e9f3d35065a0c8c5856ae5d/Transfer%20switchs.png?cb=84ca6bcdf475e625d955707d55b9833b) *Fig. 4. Transfer silence to an agent switch* ## 2. Opportunities ### 2.1. Change to autodetect options | **Goal** | **Change, for example, Maximum number of words** | |---------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Queues partition in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to create or edit in the Queues partition;](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section) 4. The presence of a Queue or the creation of a new one. | | Steps | 1. Click on the **Maximum number of words**field. 2. Enter the necessary changes (the number can be set using the buttons ![Снимок экрана 2024-02-07 231629.png](https://wiki.webitel.com/__attachments/a_4d33a350c746599189b2de0d93b7f68b4ad8caa75c97218987f81b46c50ab92d/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-07%20231629.png?cb=9c7e272ead70ddb4b53c4bd1c86ec0c4) ). 3. Click on the **Save** button. | | Result | Data saved. | ### 2.2 Enable autodetect in the Queue | **Goal** | **Enable autodetect in the Queue** | |---------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Queues partition in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to create or edit in the Queues partition;](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section) 4. The presence of a Queue or the creation of a new one. | | Steps | 1. Move the **Use AMD** switch to the active position. The **Save** button becomes active. 2. Click on the **Save** button. | | Result | Data saved. | ### 2.3 Enable redirection of unidentified Members to an Agent | **Goal** | **Enable redirection of unidentified Members to an Agent** | |---------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Queues partition in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to create or edit in the Queues partition;](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section) 4. The presence of a Queue or the creation of a new one. | | Steps | 1. Move the **Transfer NOTSURE to an agent** switch to the active position. The **Save** button becomes active. 2. Click on the **Save** button. | | Result | Data saved. | --- language: "en" --- # An example of Webitel (SPA) integration for processing inbound chats ## 1. Description An example of Webitel (SPA) integration for processing inbound chats with different systems. Implemented the ability to communicate in one or more chats, and send and receive files and emoticons. Transfer of the received chat to a previously created [Flow Scheme](https://wiki.webitel.com/docs/flow.md). Chat history will be available in the form of a dashboard. The description of the dashboard can be found at the following link: [https://webitel.atlassian.net/wiki/spaces/WbtlDocEn/pages/22942180/History+Chats](https://wiki.webitel.com/docs/history-chats.md) The main points: 1. General settings for Webitel integration; 2. An example of using the Webitel-SDK; 3. API for working with the list of Agents; 4. API for working with the Agent status; 5. Library for integration. ### 1.1. General settings for Webitel integration For integration purpose, you need to store on the SPA side the 4 settings: 1. Webitel REST API endpoint. An example, `https://cloud.webitel.com/api/` 2. Webitel Web Socket endpoint. An example, `wss://cloud.webitel.com/ws/` 3. Webitel integration token. 4. Webitel users domain. Internal Webitel domain, an example, `my-company.lo` #### 1.2. An example of using the Webitel-SDK An example of how to use Webitel-SDK to manage chats can be found at the following link: . The basic logic for working with chats and calls can be found in the **src/ws.js file**. The status change is implemented as a drop-down list. More details can be found in the **src/components/Agents.vue file**. #### 1.3. API for working with the list of Agents The API for working with the list of Agents can be found at the following link: #### 1.4. API for working with the Agent status The API for working with the Agent status change can be found at the following link: #### 1.5. Library for integration A library to get acquainted with the information used in setting up the JavaScript + WebSocket integration. It is based on the SDK library. It can be found at the following link: --- language: "en" --- # An Inbound Queue Configuration ## Creating a team To set up a queue, first of all, you need to create a team that will be responsible for handling the calls coming from the inbound queue. You have to add agents created in the [Agents](https://webitel.atlassian.net/wiki/display/~o.chorna/Agents) section to the team. The complete process of team creation is described in the [Тeams](https://webitel.atlassian.net/wiki/display/~o.chorna/%D0%A2eams) section. Unknown Attachment Unknown Attachment You need to select team participants from the list of available agents. The **Level** parameter affects the sequence of calls addressed to the agent of the team. Unknown Attachment Unknown Attachment In the example below we have created a team with one agent and the call strategy when the calls come first to the operator with the fewest calls. Unknown Attachment ## A queue setting More information about queues you can find in the [Queues](https://webitel.atlassian.net/wiki/display/~o.chorna/%D0%9E%D1%87%D0%B5%D1%80%D0%B5%D0%B4%D0%B8) section. This example describes the setting process of the inbound queue. Unknown Attachment On the**General** tab, you have to specify a queue name (Name), select the queue work calendar (Calendar), configured in the [Сalendars](https://webitel.atlassian.net/wiki/display/~o.chorna/%D0%A1alendars) section, and choose created team for the queue processing (Team). Unknown Attachment On the **Timing** tab, you can set the parameters for dialing an agent. Unknown Attachment After filling in all necessary fields, a queue will be created. To start its work, you need to enable it (State), and also specify the queue identifier in the routing scheme. [Routing Setup](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Routing+Setup) You can find the queue identifier on the browser address bar by opening the queue settings page. Unknown Attachment Unknown Attachment --- language: "en" --- # Analytics [A set of common dashboards](https://wiki.webitel.com/docs/a-set-of-common-dashboards.md) Webitel uses the PostgreSQL 12 database to store configurations and operational and historical statistics. For highly loaded systems, we recommend replicating database schemas on a dedicated server so that the creation of complex report requests does not affect the platform's operation. Grafana OpenSource Edition is supposed to be the main tool for building graphs and reports. The [Enterprise](https://grafana.com/products/enterprise/)edition can be purchased separately with additional plug-ins and charts. --- language: "en" --- # Analytics and Reporting This section contains instructions for collecting, exporting, and analyzing data in Webitel. * [Exporting data from Grafana to Excel](https://wiki.webitel.com/docs/exporting-data-from-grafana-to-excel.md) --- language: "en" --- # Answer ## 1. Description Complete connection of the subscriber with the system. This component is present in flow types like: * Voice. The block (*Fig.1(1)* ) is used in space to build the Flow. The settings panel for this component opens (*Fig.1(2)*) when you click on the block. ![Answer.png](https://wiki.webitel.com/__attachments/a_009fc071b9ee51a50f1eef56e173faa1056e7c79cc38581948faf8f0dace0196/Answer.png?cb=8ab128158ca95e941deb99e3e4dce2cd) *Fig.1. Answer component* ### 1.1. Answer block The block consists of the following elements: 1. The name of the component; 2. **In** branch --- receiving (connecting with the previous block) branch; 3. **Out** branch --- outgoing (connecting with the following block) branch. When hovering over the **Out** field, a switch appears. The switch allows this component to be connected to a component that already has a connection. The presence of an ![Screenshot 2024-11-07 154742.png](https://wiki.webitel.com/__attachments/a_b4725b5a6b044992c8088db763cd076eb49398e3232e655a58593be97d8e1023/Screenshot%202024-11-07%20154742.png?cb=4760eeffdcc2e2ae66c68c6297e8b1a9) icon indicates that the switch is on, and this component can be connected to a component that already has a connection. Changing the switch position removes the outgoing branch of this component. The ![Screenshot 2024-11-07 155145.png](https://wiki.webitel.com/__attachments/a_2ef4817261db8cca9f7526e2bb8aa9ef24c6b0cb731ec1d627e41a96c0ca7c92/Screenshot%202024-11-07%20155145.png?cb=95eeaa6051f4ff68dd8a969be65c4a22) button deletes the block from the Flow Schema. ### 1.2. Answer settings panel It consists of the following elements: 1. Break; 2. Limit; 3. Add description. #### 1.2.1. Break Responsible for the completion of the flow execution. * ![image-20250627-120834.png](https://wiki.webitel.com/__attachments/a_27cd29763af27e5dc3b3fa647631ac61f375d4d83ecfc19423bdf7697cc28801/image-20250627-120834.png?cb=06add7205b75facf6b5426b97340d879) --- initiates the end of the flow execution after the given component. * ![image-20250627-120816.png](https://wiki.webitel.com/__attachments/a_4f128817c425b7752bc59219dd20f9b4bd90792edd3f1413c8a5fb081189d56a/image-20250627-120816.png?cb=6a670e1a5231371506273b74e6945b08) --- the switch is in the off position. #### 1.2.2. Limit It is intended to determine the maximum number of passes through this component. The **failover** branch appears in the edited component when the limit is set ![image2024-1-26_12-1-12.png](https://wiki.webitel.com/__attachments/a_68b7a303dfc3b0f4412217463fa063aec8a009a079203f99e2bd2a79958b1f6c/image2024-1-26_12-1-12.png?cb=d9a90d060563f1914261039a13a9743b) . The **failover** branch will be used if more passes are passed through the component than entered in the **Max** field. Clicking on the **Add Limit** button adds a **Max** field and a**Delete limit** button. The number of possible passes is indicated in the **Max** field. Clicking on the **Delete limit** button removes the limit and returns the **Add limit** button. ![Limit.png](https://wiki.webitel.com/__attachments/a_6b1da10149f7c46f2a7fa0c74a3b55e975eef55d0e1d4bf4d69e7eafae507021/Limit.png?cb=5e177af5b025126567ed8431052b3bcb) *Fig. 2. Setting a limit* #### 1.2.3. Add description When you click the **Add description** button, a **Description** field and a **Delete description** button will be added. The **Description**field is used to add comments to the component. Clicking the **Delete description** button removes the description field and brings back the **Add description**button. ![Description.png](https://wiki.webitel.com/__attachments/a_05ad6a9915cb00cd7700471076f15a5c49d6b22dcf5a558ada932d5f32bcf65c/Description.png?cb=0aacce98e839ed7d5dc39559c124dfc3) *Fig. 3.**Add description* --- language: "en" --- # Applications access (Roles) ## 1. Description This tab specifies access rights to applications and sections of these applications. By default, everything is allowed. The switch in the "**Access** " column and the settings under the ![image-20250918-151737.png](https://wiki.webitel.com/__attachments/a_595f9ad7ed74174639aecd81d881af4aaa7349c33b734835109a9d527e33723f/image-20250918-151737.png?cb=3ef50ae6efe2ec3e039c8b9d3486a4f2) icon are interconnected and together determine whether the application will be displayed to the user. If the switch is turned off, the section or application is not displayed even if the role has been granted [**global access rights**](https://wiki.webitel.com/docs/role-permissions-roles.md)**.** Access to applications is determined using the **Access** switch: * ![image2024-1-26_13-47-47.png](https://wiki.webitel.com/__attachments/a_0a98d96d94184df54b360e3c629c1b5ff79be4aa1cf23875362757e0ff65f534/image2024-1-26_13-47-47.png?cb=4e298c5c50c2d511f850970feefe2f1d) --- the switch is on, and access is allowed; * ![image2024-1-26_13-47-15.png](https://wiki.webitel.com/__attachments/a_ae46605c23d38b89fc7c0d8ce871bf8f27f9098a7a0970beb1b77a6992e78ab9/image2024-1-26_13-47-15.png?cb=a610b57f9bb48d07aed9220a31385aee) --- the switch is off, and access is denied. ![Applications access tab.png](https://wiki.webitel.com/__attachments/a_b6b429fb5249feeca0299464a43d11325428e6a29af812bc314e7af5b18bc099/Applications%20access%20tab.png?cb=53108bfc6d12bc6ed7a45f268340def1) *Fig. 1. Applications access tab* Access to sections is granted by selecting a checkbox in the module window (Fig. 2), which is opened when the edit application button ( ![image2024-9-27_17-19-41.png](https://wiki.webitel.com/__attachments/a_d2781785e344d6635544a4649a10fe80cf5e43f48113def8da634ea75bd052a9/image2024-9-27_17-19-41.png?cb=9bcf2558d15073881fb8a2b03671441b) ) is clicked. ![Application access Supervisor Workspace.png](https://wiki.webitel.com/__attachments/a_958f743273c937e3da89e066992b5cef8a9687b1dba5d09e4a6308afb162c14e/Application%20access%20Supervisor%20Workspace.png?cb=4f840660b6562669541529001802f49b) *Fig. 2. Application access Supervisor Workspace* * **Select** the checkbox --- access **is** **allowed**. * **Clear** the checkbox --- access **is forbidden**. Click the **OK** button to save. The modal window will close. Click the **Save** button *(Fig. 1)*. ### 1.1. Display when access is denied If the "Access" switch is turned off for a specific section, this section is still displayed in the interface, but in a "locked" state *(Fig. 3)*. * A **lock** **icon** ![image-20250918-152158.png](https://wiki.webitel.com/__attachments/a_1ef4c0f821f12dbf0ea8527dc3702b0274326d870cfa99205449d14d56e6be0c/image-20250918-152158.png?cb=60ea5e397be608841effd1206cac36c9) is displayed in the header. * The "**Open**" button becomes inactive. ![Restricted access.png](https://wiki.webitel.com/__attachments/a_5e138b5f8eb259a4352caf3d3d4ae77adb24e341a8a9965c1e191f2dbe38440c/Restricted%20access.png?cb=53ecd4e5cf476d8317be15367e696288) *Fig. 3. Example of displaying sections with disabled access* ### 1.2. Read-only mode for CRM sections In the [**CRM**](https://wiki.webitel.com/docs/crm.md) application, access can be defined either at the level of the entire application or for its individual sections. * If a User is **granted** **access** to the [**Contacts**](https://wiki.webitel.com/docs/contacts.md) or **Cases** section, entity cards open in the **regular mode**. * If access to the **section is disabled** , entity cards can still be opened via a special **system link** (for example, from [**Workspace**](https://wiki.webitel.com/docs/workspace.md)). In this case, they are displayed in **read-only** mode. The User **can view** entity data **but cannot edit** or**delete** it**.** ## 2. Opportunities ### 2.1. Grant access to the application | **Goal** | **Grant access to the application to another user** | |---------------|-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | The user who has to set the application access right for another user must have the following permissions (sysadmin has all rights from the start): 1. Access to the Admin application. 2. [Access to the Roles section in the Admin application;](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthepartition) 3. [Permission to edit in the Roles section.](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactioninanapplication/partition) | | Steps: | 1. Find the application you need. 2. Set the Access switch to the on position. 3. Click the Save button. | | Result | The user has been granted the right to access the application. | ### 2.2. Grant of access to a section | **Goal** | ****Grant of access to a section**** | |---------------|-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application.](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication) 2. [Access to the Roles section in the Admin application;](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthepartition) 3. [Permission to edit in the Roles section.](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactioninanapplication/partition) | | Steps: | 1. Find the application to which the section belongs. 2. Set the Access switch to the on position. 3. Click the edit application button --- ![Снимок экрана 2024-02-16 014501.png](https://wiki.webitel.com/__attachments/a_f859c25c38705906f3a8749e848131a24a132a73e797e7d1a39d0fab1d11c8dc/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-16%20014501.png?cb=65294f644190a5e29fb911a68921687b) . A modal window opens. 4. Find the required section and select the checkbox for this section. 5. Click the OK button. The modal window closes. 6. Click the Save button. | | Result | The user has permission to access the section. | ### 2.3. Revoke the right to access an application | **Goal** | **Revoke the right to access the application** | |---------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application.](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication) 2. [Access to the Roles section in the Admin application;](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthepartition) 3. [Permission to edit in the Roles section.](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactioninanapplication/partition) | | Steps: | 1. Find the application you need. 2. Set the Access switch to the off position. 3. Click the Save button. | | Result | The user does not have the right to access the selected application. | ### 2.4. Revoke the right to access a section | **Goal** | ****Revoke the right to access a section**** | |---------------|---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application.](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication) 2. [Access to the Roles section in the Admin application;](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthepartition) 3. [Permission to edit in the Roles section.](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactioninanapplication/partition) | | Steps: | 1. Find the application to which the section belongs. 2. Click the edit application button --- ![Снимок экрана 2024-02-16 014501.png](https://wiki.webitel.com/__attachments/a_f859c25c38705906f3a8749e848131a24a132a73e797e7d1a39d0fab1d11c8dc/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-16%20014501.png?cb=65294f644190a5e29fb911a68921687b) . A modal window opens. 3. Find the required section and clear the checkbox for this section. 4. Click the OK button. The modal window closes. 5. Click the Save button. | | Result | The user does not have permission to access the section. | --- language: "en" --- # Appointment (Web chat) ## 1. Description It is designed to set up a web chat with a call order form. It consists of the following elements: 1. Appointment; 2. Result page text. ![Appointment tab.png](https://wiki.webitel.com/__attachments/a_54efe0493aa8aa60ba222cfa7fbd224fb545d3c5c5e6a063b563956095da52ea/Appointment%20tab.png?cb=ed1610a13dc3a3ec8b926a059bd2dfd7) *Fig. 1. Appointment tab* ### 1.1. Appointment Call ordering is configured here. It consists of the following elements: 1. Enabled; 2. Queue; 3. Communication type; 4. Duration; 5. Available agents; 6. Days; 7. Show message field; 8. Show email field. #### 1.1.1. Enabled The switch is responsible for displaying a chat with the ability to order a call on the site page, according to the position of the switch: ![Screenshot 2024-03-26 145240.png](https://wiki.webitel.com/__attachments/a_be6598e5786ca1406e27d017e77435a32df019b16b18316db29dc671f7f3ac0e/Screenshot%202024-03-26%20145240.png?cb=5ba365d48b6b07cacee69b1339aaeec5) - chat is displayed; ![Screenshot 2024-03-26 145227.png](https://wiki.webitel.com/__attachments/a_798683d3b37e8f05de04f3024e06f931b9fda9085967d9c06457f9cca7576611/Screenshot%202024-03-26%20145227.png?cb=7004d80117486e09af50b06584861625) - chat is not displayed. #### 1.1.2. Queue Here you select the Queue which will include the numbers of the subscribers who ordered the call. There is no option to select Inbound Queue or Chat Queues. #### 1.1.3. Communication type Here you select the Communication type. It is necessary to determine the resources through which the ordered call will be made. #### 1.1.4. Duration Here you select the time interval for the slots. The following options are available (in minutes): * 15; * 30 * 45; * 60. For example, if you choose 15 minutes, the options for making a call will be 10:00, 10:15, 10:30, 10:45, etc.; if you choose 30 minutes - 10:00, 10:30, 11:00, 11:30, etc. #### 1.1.5. Available agents Estimated number of Agents online per time unit. #### 1.1.6. Days Here you specify the number of days for which the slots will be displayed, including today. It is possible to set it from 1 to 7 days. Weekends and holidays are displayed according to the settings in the Queue [**Calendar**](https://wiki.webitel.com/docs/general-predictive-dialer.md#General(PredictivedialerandProgressivedialer)-1.2.Calendar). #### 1.1.7. Show message field The switch displays the field for entering a message in the call order window. ![Screenshot 2024-03-26 145240.png](https://wiki.webitel.com/__attachments/a_be6598e5786ca1406e27d017e77435a32df019b16b18316db29dc671f7f3ac0e/Screenshot%202024-03-26%20145240.png?cb=5ba365d48b6b07cacee69b1339aaeec5) - field is displayed; ![Screenshot 2024-03-26 145227.png](https://wiki.webitel.com/__attachments/a_798683d3b37e8f05de04f3024e06f931b9fda9085967d9c06457f9cca7576611/Screenshot%202024-03-26%20145227.png?cb=7004d80117486e09af50b06584861625) - field is not displayed. #### 1.1.8. Show email field The switch displays the field for entering an email in the call order window. ![Screenshot 2024-03-26 145240.png](https://wiki.webitel.com/__attachments/a_be6598e5786ca1406e27d017e77435a32df019b16b18316db29dc671f7f3ac0e/Screenshot%202024-03-26%20145240.png?cb=5ba365d48b6b07cacee69b1339aaeec5) - field is displayed; ![Screenshot 2024-03-26 145227.png](https://wiki.webitel.com/__attachments/a_798683d3b37e8f05de04f3024e06f931b9fda9085967d9c06457f9cca7576611/Screenshot%202024-03-26%20145227.png?cb=7004d80117486e09af50b06584861625) - field is not displayed. ### 1.2. Result page text Here you can configure the window display that will be displayed after sending a callback request (under development). It consists of the following elements: 1. Show default heading and subheading on result page; 2. Heading text; 3. Subheading text. ## 2. Opportunities ### 2.1. Change to web chat settings | Goal | Change to web chat settings | |---------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Preconditions | 1. [Access to the Admin application](https://wiki.webitel.com/docs/applications-access-roles.md#Applicationsaccess(Role)-2.1.Grantaccesstotheapplication); 2. [Access to the Chat Gateways section in the Admin application](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.3.Permissiontoaccessthesection); 3. [Permission to create or edit in the Chat gateways section](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Access+rights#Accessrights-1.4.Permissiontoactinanapplication/section); 4. Have at least one Chat Gateway for Web chat 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 ![Screenshot 2024-03-24 194443.png](https://wiki.webitel.com/__attachments/a_f55ba6358a6bb8e6299f70c362bdd9781f08d6df3ebd650900d621c7f79db72d/Screenshot%202024-03-24%20194443.png?cb=299b0d4a06ef22781bdd7989d5852c83) buttons). 3. Click the **Save** button. | | Result | Data saved. | --- language: "en" --- # Async Used to turn asynchrony on or off. ![Снимок экрана 2024-02-13 144345.png](https://wiki.webitel.com/__attachments/a_be5496b6d25bbfa2785d12f2bfdadb6ce9728614e8163d21c6671199c3482252/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20144345.png?cb=70ad418545097da23a88b87f098cbda1) - all components are executed sequentially; ![Снимок экрана 2024-02-13 144403.png](https://wiki.webitel.com/__attachments/a_1272a170a9eff052558706f8f562435f506a78a92c4dc67adbd656cc7deb64ad/%D0%A1%D0%BD%D0%B8%D0%BC%D0%BE%D0%BA%20%D1%8D%D0%BA%D1%80%D0%B0%D0%BD%D0%B0%202024-02-13%20144403.png?cb=078c183b091ee8de74d8504e9306085d) - the component is executed in parallel. --- language: "en" --- # Attachments (Case) ## 1. Description Contains links and all files that were shared within the case. The tab consists of the **"Files"** and **"Links"** sections *(Fig. 1)*. ![Attachments.png](https://wiki.webitel.com/__attachments/a_90f7aeec66e66484b597f645e328e5444342dae04c90b75c709e1e371788613e/Attachments.png?cb=3bc901cc9231f1479680e3236315e9ca) *Fig. 1. "Attachments" tab* ### 1.1. Files * ![image-20250227-122431.png](https://wiki.webitel.com/__attachments/a_275d781f3a054ceb969c714b182a15be64e83637462e62dcae3e433230518b8a/image-20250227-122431.png?cb=d606d705d729f57c972fc7c68505e30e) --- used to add a file. After clicking the icon ![image-20250227-122513.png](https://wiki.webitel.com/__attachments/a_294fe4a6926b64b9293c7d754391e9b9976dfd1905ef9da6d8cb6b3519daf2bb/image-20250227-122513.png?cb=d606d705d729f57c972fc7c68505e30e) a file selection window opens where you can choose files. * ![image-20250227-122858.png](https://wiki.webitel.com/__attachments/a_4c833c95c487baae85059de41e16246b335c5aa99e377101e52d794f256c7c01/image-20250227-122858.png?cb=1d144d921de4dcfd89c087aded04213c) --- used to download all files. After clicking the icon ![image-20250227-122858.png](https://wiki.webitel.com/__attachments/a_4c833c95c487baae85059de41e16246b335c5aa99e377101e52d794f256c7c01/image-20250227-122858.png?cb=1d144d921de4dcfd89c087aded04213c) the `files.zip` archive containing all attachments is downloaded. * ![Screenshot 2025-02-26 141704.png](https://wiki.webitel.com/__attachments/a_5f85bd3edc9b55bf012d7ab9cdd96db42e095ecf8d96fb429aada938d672ba60/Screenshot%202025-02-26%20141704.png?cb=f0712d63657b9cc3db085c2ae7250e20) --- used to delete an individual file. #### 1.1.1. Files automatically added from chat If a chat is linked to the case, all files sent within that chat are automatically displayed in the **"Files"** section of the **"Attachments"** tab. **Features:** * Automatically added files appear in the general list of attachments. * Such files cannot be deleted --- the **delete icon** ![image-20251110-132748.png](https://wiki.webitel.com/__attachments/a_154fc55d72bb400063c2e6d4ad440a2abf42d9a6d6045f833bb43cd8037b1d5b/image-20251110-132748.png?cb=754718395b42801446e46f53a73f4c07) is not displayed for them. * The file list displays the sender's name (operator, customer, or bot). * Automatic attachments are added without any action required from the operator. This feature ensures that all files received in the chat are stored as part of the case. ### 1.2. Links * ![image-20250227-122513.png](https://wiki.webitel.com/__attachments/a_294fe4a6926b64b9293c7d754391e9b9976dfd1905ef9da6d8cb6b3519daf2bb/image-20250227-122513.png?cb=d606d705d729f57c972fc7c68505e30e) --- used to add a link. After clicking the icon ![image-20250227-122513.png](https://wiki.webitel.com/__attachments/a_294fe4a6926b64b9293c7d754391e9b9976dfd1905ef9da6d8cb6b3519daf2bb/image-20250227-122513.png?cb=d606d705d729f57c972fc7c68505e30e) fields appear for entering the **URL** and the **display text** *(Fig. 2)*. ![Links.png](https://wiki.webitel.com/__attachments/a_7f4ab2370bb49f33ebcffcef7eb13737d0180821f7e73c0d4c94cc36bc728e58/Links.png?cb=23d4cdfe4b4c313477fce12e88f67eb6) *Fig. 2. Adding a link* * ![Screenshot 2025-02-26 141704.png](https://wiki.webitel.com/__attachments/a_5f85bd3edc9b55bf012d7ab9cdd96db42e095ecf8d96fb429aada938d672ba60/Screenshot%202025-02-26%20141704.png?cb=f0712d63657b9cc3db085c2ae7250e20) --- used to delete a link. --- language: "en" --- # Attempt Result ## 1. Description The component is responsible for post-processing, leaving a corresponding message in the call history at a particular call status. This component is present in flow types like: * Forms; * Service. The block (*Fig.1(1)* ) is used in space to build the Flow. The settings panel for this component opens (*Fig.1(2)*) when you click on the block. ![Attempt Result.png](https://wiki.webitel.com/__attachments/a_4e25e9d0ec57e25aebb654bfdd0b59ba9864912337337bd287b1e6e87ac91535/Attempt%20Result.png?cb=d2c8e46dccac4682f16f8e055530ea4d) *Fig.1. Attempt Result component* ### 1.1. Attempt Result block The block consists of the following elements: 1. The name of the component; 2. **In** branch --- receiving (connecting with the previous block) branch; 3. **Out** branch --- outgoing (connecting with the following block) branch. When hovering over the **Out** field, a switch appears. The switch allows this component to be connected to a component that already has a connection. The presence of an ![Screenshot 2024-11-07 154742.png](https://wiki.webitel.com/__attachments/a_aa6744fb55418ad241832f9df96d994054704f4b6ce49df5fb7e36a68307a6ce/Screenshot%202024-11-07%20154742.png?cb=4760eeffdcc2e2ae66c68c6297e8b1a9) icon indicates that the switch is on, and this component can be connected to a component that already has a connection. Changing the switch position removes the outgoing branch of this component. The ![Screenshot 2024-11-07 155145.png](https://wiki.webitel.com/__attachments/a_403d444f3957842080a1f7c6e5ee86a98f70fdfc7e145480fd0dab7db2c168f4/Screenshot%202024-11-07%20155145.png?cb=95eeaa6051f4ff68dd8a969be65c4a22) button deletes the block from the Flow schema. ### 1.2. Attempt Result settings panel It consists of the following elements: 1. Status; 2. Wait between retries; 3. Sticky display; 4. Add communication; 5. Ready At; 6. Description 7. Break; 8. Limit; 9. Add description. #### 1.2.1. Status It is designed to select the call status at which the text from the **Description** field will be written to the call history. Click on the **Status** field to select a status, select the required one, and click the **Add** button. You can select the status from the drop-down list or set your own by entering the text in the field. The following options are available in the dropdown list: * Success; * Abandoned. #### 1.2.2. Wait between retries Here, you enter how long to wait after an unsuccessful attempt to allocate the next attempt to the Agent. It is specified in seconds. #### 1.2.3. Sticky display Responsible for linking the [number](https://wiki.webitel.com/docs/numbers-resources.md) that will be displayed to the subscriber. That is, which number will be displayed when calling again: ![image2024-1-26_13-47-47.png](https://wiki.webitel.com/__attachments/a_7d3e46b3ca142886479aceeb76f18855bb15a8a07c2f2202a0ca53437ca43c43/image2024-1-26_13-47-47.png?cb=4e298c5c50c2d511f850970feefe2f1d) --- the same number is displayed; ![image2024-1-26_13-47-15.png](https://wiki.webitel.com/__attachments/a_ec414010a0d9fbfe508ec6da33571623adf9cc55dabd34de8c5590c6f225de95/image2024-1-26_13-47-15.png?cb=a610b57f9bb48d07aed9220a31385aee) --- the number displayed will be randomly selected from the list of possible ones. #### 1.2.4. Add communication Responsible for the ability to add a new number for a subsequent attempt. ![image2024-1-26_13-47-15.png](https://wiki.webitel.com/__attachments/a_ec414010a0d9fbfe508ec6da33571623adf9cc55dabd34de8c5590c6f225de95/image2024-1-26_13-47-15.png?cb=a610b57f9bb48d07aed9220a31385aee) --- the option is disabled; ![image2024-1-26_13-47-47.png](https://wiki.webitel.com/__attachments/a_7d3e46b3ca142886479aceeb76f18855bb15a8a07c2f2202a0ca53437ca43c43/image2024-1-26_13-47-47.png?cb=4e298c5c50c2d511f850970feefe2f1d) --- the option is enabled. When this option is enabled, the following fields appear: * **Destination ---**contact information, for example, phone number; * **Communication type ---**communication type for the number that is being added; * **Priority ---**priority for the number being added relative to other contact information. #### 1.2.5. Ready At This is the time in timestamp format (mostly will be passed from the[Form Datetime Picker](https://webitel.atlassian.net/wiki/display/WbtlDocEn/Form+Datetime+Picker) component) from the variable that will set the time of the next call. #### 1.2.6. Description This field enters the message that will be recorded in the [call history](https://wiki.webitel.com/docs/call-info-history.md). The message entered in the field will be displayed [in the call history as an operator comment](https://wiki.webitel.com/docs/call-info-history.md). #### 1.2.7. Break Responsible for the completion of the flow execution. * ![image-20250627-120834.png](https://wiki.webitel.com/__attachments/a_27cd29763af27e5dc3b3fa647631ac61f375d4d83ecfc19423bdf7697cc28801/image-20250627-120834.png?cb=06add7205b75facf6b5426b97340d879) --- initiates the end of the flow execution after the given component. * ![image-20250627-120816.png](https://wiki.webitel.com/__attachments/a_4f128817c425b7752bc59219dd20f9b4bd90792edd3f1413c8a5fb081189d56a/image-20250627-120816.png?cb=6a670e1a5231371506273b74e6945b08) --- the switch is in the off position. #### 1.2.8. Limit It is intended to determine the maximum number of passes through this component. The **failover** branch appears in the edited component when the limit is set ![image2024-1-26_12-1-12.png](https://wiki.webitel.com/__attachments/a_68b7a303dfc3b0f4412217463fa063aec8a009a079203f99e2bd2a79958b1f6c/image2024-1-26_12-1-12.png?cb=d9a90d060563f1914261039a13a9743b) . The **failover** branch will be used if more passes are passed through the component than entered in the **Max** field. Clicking on the **Add Limit** button adds a **Max** field and a**Delete limit** button. The number of possible passes is indicated in the **Max** field. Clicking on the **Delete limit** button removes the limit and returns the **Add limit** button. ![Limit.png](https://wiki.webitel.com/__attachments/a_6b1da10149f7c46f2a7fa0c74a3b55e975eef55d0e1d4bf4d69e7eafae507021/Limit.png?cb=5e177af5b025126567ed8431052b3bcb) *Fig. 2. Setting a limit* #### 1.2.9. Add description When you click the **Add description** button, a **Description** field and a **Delete description** button will be added. The **Description**field is used to add comments to the component. Clicking the **Delete description** button removes the description field and brings back the **Add description**button. ![Description.png](https://wiki.webitel.com/__attachments/a_05ad6a9915cb00cd7700471076f15a5c49d6b22dcf5a558ada932d5f32bcf65c/Description.png?cb=0aacce98e839ed7d5dc39559c124dfc3) *Fig. 3.**Add description* --- language: "en" --- # Attributes (Contact) ## 1. Description It is designed to create attribute for the Contact (*Fig. 1*). ![Attributes (Contact).png](https://wiki.webitel.com/__attachments/a_6bdf3450101356020019aedfc086a3ed62deb3539172a5062ef7614ef6eee1b6/Attributes%20(Contact).png?cb=c01f7aa70a93b0d467ea345810904f23) *Fig. 1. Attributes tab* Click the ![%D0%9A%D0%BD%D0%BE%D0%BF%D0%BA%D0%B0%20%D0%94%D0%BE%D0%B1%D0%B0%D0%B2%D0%B8%D1%82%D1%8C.png?version=1&modificationDate=1712909467379&cacheVersion=1&api=v2&width=20](https://wiki.webitel.com/__attachments/a_c44ee3d45fe7fd6a51aa3908366f8cc0a183bcad71f3a51c2b88350b76347d47/%25D0%259A%25D0%25BD%25D0%25BE%25D0%25BF%25D0%25BA%25D0%25B0%2520%25D0%2594%25D0%25BE%25D0%25B1%25D0%25B0%25D0%25B2%25D0%25B8%25D1%2582%25D1%258C.png%3Fversion=1&modificationDate=1712909467379&cacheVersion=1&api=v2&width=20?cb=3f9f81bc4fe363ca6f14919a01d4f38c) button to add a new attribute. After clicking the button, the **Add attribute** modal window opens (*Fig. 2*). ![Add%20attribure%20modal%20window.png?version=2&modificationDate=1712909484748&cacheVersion=1&api=v2&effects=drop-shadow](https://wiki.webitel.com/__attachments/a_9d200f6c6b47bed1280b1a9feba2743a11cb19e6cae83a5ae7389ea32068124d/Add%2520attribure%2520modal%2520window.png%3Fversion=2&modificationDate=1712909484748&cacheVersion=1&api=v2&effects=drop-shadow?cb=5152eaa8713dfc8ca8399de4d6dc214d) *Fig. 2. Add attribute modal window* ### 1.1. Add attribute modal window The **Add attribute** modal window consists of the following elements: 1. Key; 2. Value; 3. Add button; 4. Cancel button. #### 1.1.1. Key The field is intended for entering a key. #### 1.1.2. Value The field is intended for entering a value. #### 1.1.3. Add Clicking on the **Add** button adds the entered attribute. #### 1.1.4. Cancel Clicking on the **Cancel** button closes the modal window, and the attribute is not added. ### 1.2. Registry The registry consists of a set of fields (*Fig. 3*): 1. Key; 2. Value; 3. Editing tool; 4. Removal tool. ![Registry - Attributes (Contact).png](https://wiki.webitel.com/__attachments/a_6554a0b9ed0892f4758d1048d1e8eb3c996926165c37f447e68066d96f3df117/Registry%20-%20Attributes%20(Contact).png?cb=c5b7e87a56c7e044aed58e21776a1d82) *Fig. 3. Registry* #### 1.2.1. Key The attribute's key is displayed in this field. #### 1.2.2. Value The attribute's value is displayed in this field. #### 1.2.3. Editing tool Use the ![%D0%9A%D0%BD%D0%BE%D0%BF%D0%BA%D0%B0%20%D1%80%D0%B5%D0%B4%D0%B0%D0%BA%D1%82%D0%B8%D1%80%D0%BE%D0%B2%D0%B0%D1%82%D1%8C.png?version=1&modificationDate=1712909158300&cacheVersion=1&api=v2&width=20](https://wiki.webitel.com/__attachments/a_235538dabfc39275f73ffd3bcb7d5e450d654c56b150b33d3f1951de654311bb/%25D0%259A%25D0%25BD%25D0%25BE%25D0%25BF%25D0%25BA%25D0%25B0%2520%25D1%2580%25D0%25B5%25D0%25B4%25D0%25B0%25D0%25BA%25D1%2582%25D0%25B8%25D1%2580%25D0%25BE%25D0%25B2%25D0%25B0%25D1%2582%25D1%258C.png%3Fversion=1&modificationDate=1712909158300&cacheVersion=1&api=v2&width=20?cb=577d2ba34b105bd4d350826e103b7f96) button to edit the attribute. After clicking the button, the **Edit attribute** modal window opens where you can make changes. #### 1.2.4. Removal tool It is used to remove an object with confirmation through a modal window. A modal confirmation window appears after clicking the ![image-20240916-114810.png](https://wiki.webitel.com/__attachments/a_24364d80e847ea51fad0dea1432f6e960a7ea51263793c0940e6a081ed3add0b/image-20240916-114810.png?cb=45b00d15d9bf9aa276db1e3651925393) button. Clicking the **Yes** button --- deletes the object and the entry. Clicking the **No**button closes the modal window, and the object is not deleted. [Next Page](https://wiki.webitel.com/llms-full.txt/1)