Assigning calls to specific call operators can be helpful when testing out new call scripts with a limited number of agents or to specialise the call center.

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.

Create Groups

In CSCC/Configuration/AgentGroups:

To edit the name of the group: change the "Group name" and then confirm by clicking on "apply".

To add members to the group: click on "Add an item"and then choose the users you want to add. Confirm by clicking on "apply".

2) Assign call actions to specifc groups

In CSCC/Configuration/Priorities & Assignments

Click on the action for which you want to change the roles

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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