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 CRM/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 CRM/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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