Agent Configuration
Written by B3Networks Academy
Updated at September 11th, 2024
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Table of Contents
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
