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Agent default settings
You can select whether to use default system values for the following settings or define your own for the
enterprise.
Setting What the setting does
Use guard timer
setting
Determines the length of time after an agent has finished a call before the
next call is offered to them.
Use agent availability
settings
Determines whether an agent's availability should be set to unavailable in the
situations listed here.
Call centre routeing policies
If your organisation has multiple call centres, you can select whether calls are given priority based on the
length of time they've been in a queue or based on the priority of the queues. If you choose queue priority,
you must give each queue a priority number.
If you want to move a call centre in the list, you can enter a priority halfway between existing priorities. For
example, to move a call centre from priority 3 to 2, change its priority to 1.5. When you save the changes,
the call centres are listed in the new priority order. The priority numbers are automatically changed to
whole numbers.
Call centre scheduled reports
You can schedule reports to gather information about call centre performance and view reports that have
already been created.
To view call centre reports
1. Select Call centre > Call centre scheduled reports.
2. Enter your search criteria and select Search.
To schedule call centre reports
1. Select Call centre > Call centre scheduled reports.
2. Select Add.
3. Enter your report criteria.
Can't see the Call centre tab?
The Call centre tab is only visible if one or more call centres have been created for your organisation.
Call centre settings
A call centre is a virtual user that queues calls and distributes them to agents according to the policy you
assign to it. A call centre is created at site level, although the agents assigned to it can be from any site in the
organisation. Some call centre settings are defined at the enterprise level so they can be used for call centres
at all sites.
One Net Service Portal for administrators
One Net Service Portal - Version 1.0/3 June 2016
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