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The feature enables customer service manager and call operators to create up to 5 different groups of call operators and then choose for each action which group should be able to do that action.


  1. Create Groups

In CRMCSCC/Configuration/AgentGroups:

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2) Assign call actions to specifc groups

In CRMCSCC/Configuration/Priorities & Assignments 

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  • Click on "edit" and the group responsible for this call. Confirn the changes by clicking on "save"

 


Notes:

  • If the members of a group are changed, the changes immediatly take effect.
  • If a specialised team is created - for example a "collection team"-  and specific collection calls are assigned to that team, the call operators on that team will still have to do any calls with roles " Sales/ CSCC: Call Operator". If you don't want them to do any other calls, you will have to create a second team - e.g. "non-collection team" - and assign all the other calls to that team.


If you have any questions, please comment below.

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