Configuring Agents

Select how the selected task window should appear. Values are:

• Automatic.

  The window appears automatically.

• Manual.

  The window appears after the agent accepts the corresponding task from the Multichannel Toolbar.

Enter the distance in pixels from the top and left edge of the screen when the window first appears.

Enter the width and height, in pixels, of the window when it first appears.

Enter the ID and password to be used by the agent when handling voice tasks.

Select the name of the configuration that you want to associate with the agent. The configuration ID is the name of the configuration that you created using the CTI component in PeopleTools.

See PeopleTools: PeopleSoft MultiChannel Framework, “Configuring PeopleSoft CTI”

Select the name of the queue that you want to assign to an agent.

See PeopleTools: PeopleSoft MultiChannel Framework, “Configuring PeopleSoft CTI”

Select the level of tracing for voice interface. This information appears in a tracer window that appears when the Multichannel Toolbar starts. Values are 0 - None, 1 - Info, and 2 - Debug.

Note that the higher the level of tracing, the more it affects system performance.

Click to add a new voice configuration for the selected agent.

Click to set the agent configuration in edit mode to update the information.

Click to delete the current voice configuration.

Enter the agent's phone extension numbers. These fields disappear after you save the page.

When agents sign in to the PeopleSoft application from a workstation for the first time, the system displays a pop-up window where agents enter their extensions. The values are stored in the cookie of the machine for future use.

Enter the maximum number of phone numbers to be stored in the redial list for outbound calls.

Select when the voice-specific transaction window appears in the Unified Agent Desktop area below the Multichannel Toolbar. Values are:

0 - Popup when incoming:(automatic mode) the window pops up while the system accepts the incoming phone call automatically for the agent.

1 - Popup after answer: (manual mode) the window pops up after the agent clicks phone line icon to answer the call.

See Common Elements Used in Configuring Agents.

Enter a frequently dialed phone number to associate with this configuration and add a meaningful description of the phone number.

The system removes all the non-digit symbols (for example, spaces, hyphens, and dots) in this field automatically.

Values are Directory Number and Queue.

A Directory Number (or DN) identifies a telephone set on a PBX (private branch exchange) or in the public network. The caller dials this number to establish a connection to the addressed party. The DN can be a local PBX extension (a local DN) or a public network telephone number.

A queue number identifies an automatic call distributor (ACD) queue or group. Calls to a group are distributed to agents belonging to the group, according to ACD algorithms.

Select the state that the selected agent can use to indicate availability on the Multichannel Toolbar. Values are Ready, Not Ready, Work Ready and Work Not Ready.

Select the reason to elaborate the not ready state, for example, out to lunch, on the phone, in a meeting, and so on. Reason code does not apply to the ready state.

Select select PeopleTools, then select MultiChannel Framework, then select CTI Configuration, then select CTI and establish reason codes on the Reason Code page.

Select to allow the selected agent to sign in to the corresponding queue when the agent signs in to the Multichannel Toolbar. Auto-login applies to one multichannel queue only.

Enter the name of a logical queue to which this agent is assigned. The agent can sign in to only one queue at a time. After selecting a logical queue, the system assigns a physical queue to the agent automatically.

Select the skill level of this agent for the tasks assigned for this queue.

The agent is assigned only tasks requiring a skill level less than or equal to the skill level specified here. If there is more than one qualified agent available to accept the task, the queue server gives preference to the agent with the lowest skill level.

Each agent can have a different skill level for each queue to which the agent is assigned.

Select the maximum load that this agent can be assigned before tasks are held or assigned to other agents.

The cost of each accepted task is added to the agent's current workload. A task is not assigned to an agent if its cost pushes the agent's current workload over the maximum.

Select the language(s) that the selected agent supports.

For agents to be able to receive task notifications on the Multichannel Toolbar properly, one of the languages to specify here is the base language of the CRM system to which they sign in.

Select the window to which the specified configuration applies. Values are:

• Agent to Agent Chat.

• Agent to Customer Chat.

• E-mail.

• Generic Alert.

• Grab URL.

Select how to accept tasks belonging to the chat-related window type. Values are:

• Automatic.

  For agent to agent chat, select automatic to accept chat tasks as soon as the chat window appears.

  For agent to customer chat, the accept mode is always automatic, regardless of the window popup mode.

• Manual.

  For agent to agent chat, if both the popup mode and accept mode are manual, the agent must click the link on the Multichannel Toolbar to view the window and the icon to accept the task. If the popup mode is automatic and the accept mode is manual, the agent sees the window appearing automatically. The manual accept mode gives the agent time to view the task content before taking or rejecting it. Clicking the icon accepts the task.

Select from the following the action that occurs when a task assigned to an agent is unassigned:

• Prompt whether to close window (default).

• Close the task window.

• Do not close the task window.

Select from the following log trace levels:

• 0 - None

• 1 - Information

• 2 - Debug

If you select a value other than 0 — None, a tracer window appears to display activities and events on the MultiChannel Toolbar for debugging purposes.

Responses, except those identified by Other, are linked to specific events. These responses, except for those identified Other, are always sent on these events from this agent. If an agent does not have a configured response for a specific event, it is read from a default response that is set in the Message Catalog. The response text that is set here overrides the default text that is set in the Message Catalog.

Values are:

• Abandon: A chat is abandoned when a chat initiator closes the chat window before the chat is accepted by an agent. This message appears when the agent accepts the abandoned chat.

• Accept: This greeting is automatically sent to the chat initiator when an agent accepts a chat in response to a chat request that does not include a question.

• Answer Question: This greeting is automatically sent to the chat initiator when an agent accepts a chat in response to a chat request that includes a question.

• Deny: This applies to collaborative chat only. If an agent elects not to accept a chat, this message is automatically sent to the chat initiator.

• End: If either party quits a chat after the chat is accepted, this message appears from the agent.

• Forward: If the agent forwards a chat session to another queue, this message is sent to the customer.

• Other: These messages are never automatically sent in a chat session. Their message names appear in the Template Messages drop-down list box on the agent chat page. These messages are appended to the template messages (chat responses) that are defined for the queue.

Enter the name for the response that appears in the agent's template response drop-down list box.

Enter the response text to appear in the chat window.

Enter the name of the URL that appears on the agent's URL drop-down list box.

Enter a static URL to be pushed during chat sessions.

All static URLs that are defined for the agent are downloaded when the agent launches the chat workspace by accepting a customer chat.

If you send a PeopleSoft Pure Internet Architecture URL, be sure that the recipient has permissions to access that portal, node, or page.

Enter the user ID of an agent with whom this agent can have a chat session or can ask to conference onto another chat.

Refer to the Configuring MCF Agents topics in the PeopleTools: PeopleSoft MultiChannel Framework documentation for more information on agent definition.

Enter the user ID of another agent whose configuration is to be a copy of the current agents configuration.

Select the settings from the current configuration to be copied to the target agent.