Agent Assignments Schedule

Overview 

 This screen is dedicated to assigning specific schedules to Agents, whether it be on a temporary or permanent basis. 

 Often this feature is used to assign Agents   to specific Queues   during times when other people who are normally staffed to that Queue   are unavailable. 

 Note: An Agent must log in before the schedule change becomes active. 

 

 

 

 

 

 

 

 Example 1 : The main sales team takes a lunch every day from 12:00-1:00 PM. An Agent (or multiple Agents) is assigned to this Queue   to help with potential sales calls while the normally staffed Agents   are out at lunch. This would be an example of a recurring semi-permanent schedule 

 

 Example 2 : On a particular day there is going to be a 2-hour meeting with the Installation team between 2:00-4:00 PM, so a temporary schedule is assigned to a specified number of Agents   to field these calls during this meeting. When the meeting is over, the schedule will be deleted. 

 

 

 

 

 

 

 Adding an Agent Assignments Schedule 

 1) Navigate to the  Agent Assignments Schedule  screen from the  Navigation Panel.  Click the  New Agent Assignment Schedule.  

 

 

 

 

 

 Name 

 Type 

 Description 

 

 

 

 

 Required 

 Agent Name 

 List 

 For preexisting Agent 

 

 

 

 Queue Name 

 List 

 For Preexisting Queue 

 

 

 

 Day 

 List 

 Day of Week 

 

 

 

 Start Time 

 List 

 Start Time (24 hour clock) 

 

 

 

 End 

 List 

 End Time (24 hour clock) 

 

 

 Optional 

 Overflow 

 List 

 Priority 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 2) Next choose an  Agent Name, Queue Name, Day, Start Time, and End Time  for the  Schedule. Overflow  is optional but is useful if you have multiple Queue   assignments in place.  

 

 3) Click the  Save New Agent Assignment Schedule  button. After you click save, you will see a message stating  Changes Saved . 

 

 Deleting an Agent Assignments Schedule 

 1) Navigate to the  Agent Assignments Schedule  screen from the  Navigation Panel.  

 2) Find the  Agent Assignments Schedule  you wish to delete, highlight by clicking on it, and then click the red  X  under the  Delete  column. 

 3) A confirmation pop-up will appear confirming your selection. Click OK , you will see a message stating  Changes Saved .