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Agent Configuration

Written by B3Networks Academy

Updated at September 11th, 2024

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Table of Contents

Agent SLA SLA Threshold Call Configuration Away Detection

This section allows the Admins/supervisors to configure settings like SLA and status detection for their agents. These settings apply to all Contact Center agents under the organisation.

  • Go to Phone System
  • Select System view
  • Go to Omnichannel
  • Select General tab
  • Set your desired configuration for your agents

Agent SLA

SLA Threshold

SLA Threshold is the time provided for the agent to pick up a call in order to meet the SLA. This is the company-level setting.

  • The possible values are 3, 4, 5, 6, 7, 8, 9, 10
  • The default value is 10

With this value, the agent SLA formula will be calculated as below:

Agent SLA = Answered within threshold / (Assigned - Dropped within threshold)

  • Answered within threshold: ​​Calls are answered within SLA Threshold by agent
  • Assigned: Calls are assigned to agents
  • Dropped within threshold: Calls are dropped within SLA Threshold by caller

Supervisors/Admin can view their agents' performance in Communication Hub > Users > Performance.

Call Configuration

Away Detection

Owner/Admins can now configure Away Detection settings so that the system will change the Agent's status to Away if he/she reaches the Unanswered threshold.

  • The possible values are from 3 to 30 
  • The default value is 5

 

 

setup config agent setup

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