Creating Agent Desktops

Details Tab

Name

A unique name for the record.

Note: This may not be the same as the name by which the item is known on the remote equipment (Enterprise Name on the Advanced tab). Changing this name will not change the enterprise name or the name on the remote equipment. Changes to the name on the remote equipment will be reflected in the enterprise name, but under some circumstances, may not change the name shown here.

Unique. Up to 32 characters, alphanumeric, period, and underscore characters only. Must begin with alphanumeric.

Null

Yes

Description

A description of the desktop.

Up to 255 characters.

Null

No

Path

Only shown when resource is first created. The location in the folder tree where the resource is to be created.

Click on the drop-down arrow to show the folder tree, then select the required location.

Current location in folder tree.

Yes

Ring no Answer Time

The maximum number of seconds a call will to ring at the agent’s station before being redirected. This can be from 1 to 120 seconds (2 minutes).

1 to 120

Null

No

Ring no Answer Dialed Number

Identifies the dialed number for a new re-route destination in the case of a ring no answer. The selection list consists of the dialed numbers configured for the system.

Select from list

Null

No

Logout Non-Activity Time

The number of seconds during which the agent has been in the not ready state and inactive that the system will wait before logging out the agent. A blank entry will disable the timer.

10 to 7200

Null

No

Incoming Work Mode

Indicates whether the agent is allowed or required to enter work mode after an incoming call.

Select from list.

Required

Yes

Outgoing Work Mode

Indicates whether the agent is allowed or required to enter work mode after an outgoing call.

Select from list.

Required

Yes

Wrap-up Time

The amount of time in seconds allocated to an agent to wrap up the call.

1 to 7200

7200

Yes

Assist Call Method

Indicates whether to use a consultative call or a blind conference call for the supervisor assistance request.

Select from list.

None

No

Emergency Call Method

Indicates whether to use a consultative call or a blind conference call for an emergency call request.

Select from list.

None

No

Recording Mode

Specifies whether calls are routed through the Peripheral Interface Manager (PIM)

Select from list.

None

No

Remote Agent Type

Indicates how mobile agent call routing is handled.

Select from list. One of

• Local Only: mobile agent call routing is not required.

• Call by Call Routing: the mobile agent is called individually for each call.

• Nailed Connection Routing: the mobile agent is called at login and remains connected until log off.

• Agent Chooses At Login: the mobile agent can choose the one of the two mobile agent call routing types at login.

For information about configuring mobile agents, see eGain Analytics Administration Guide.

Local Only

Yes

Details Tab > Miscellaneous

Auto Answer

Indicates calls to the agent are automatically answered.

Checked or Cleared

Cleared

No

Idle Reason Required

Indicates the agent must enter a Not Ready reason before entering the Idle state.

Checked or Cleared

Cleared

No

Logout Reason Required

Indicates the agent must enter a reason before logging out.

Checked or Cleared

Cleared

No

Auto Record on Emergency

Specifies that a record request (a request to record the call) is automatically sent when an emergency call request starts.

Checked or Cleared

Cleared

No

Silent Monitor Audible Indiication

Specifies whether to indicate that silent monitoring has begun by a click.

Checked or Cleared

Cleared

No

Silent Monitor Warning Message

Specifies whether to indicate that silent monitoring has begun with a message box on the agent’s desktop.

Checked or Cleared

Cleared

No

Available After Incoming

Whether the agent is to be automatically considered available after handling an incoming call.

Checked or Cleared

Cleared

No

Available After Outgoing

Whether the agent is to be automatically considered available after handling an outgoing call.

Checked or Cleared

Cleared

No

Remote Login Without Desktop

Allows the agent to log in to the contact center without using an agent desktop.

Checked or Cleared

Cleared

No

Details Tab > Outbound Access

Outbound Access

For deployments where agents can make outbound calls, determines the type of outbound calls they can make.

Select one or more from International, National, Local private network, Operator assisted, PBX, Agent to Agent, Non ACD Calls, Initiate Supervisor Calls Allowed.

Cleared

No

Agent Tab

Agents

The agents with which the desktop is associated.

Select from lower list of available agents and click Add to include the checked agents in this desktop. To remove existing agents from this desktop, select from upper list and click Remove.

Null

No

Advanced Tab

Enterprise Name

The name used to identify the item on the remote equipment. Leave blank to auto-generate a unique name.

Note: If the item is created by importing from the remote equipment, this name will match the eGain Analytics name (Name on the Details tab). Changes to the name on the remote equipment will be reflected here, but under some circumstances, will not affect the eGain Analytics name.

Unique. Up to 32 characters, letters, numbers, and underscore characters only. Must begin with letter or number.

Auto-generated from the name.

No

Department

(Only shown for organizations that are not small contact center organizations, and are associated with Unified CCE instances running Unified CCE version 10.5 or later). The department that this resource is associated with.

Select from the drop-down list of available departments.

None

No

Active From Date

The date from which the desktop will be active within the system.

Select date from calendar.

Current Date

Yes

Active To Date

The date after which the desktop will be deleted from the system.

Either leave Forever checked, or uncheck Forever and select date from calendar.

Forever

No

Custom Data Tab

Key

The key for this custom data item.

Unique. Up to 50 characters, alphanumeric, period, and underscore characters only. Must begin with alphanumeric.

If this resource type has default keys defined in a custom data template, there will be a an initial entry for each default key.

Either an entry for each default key, or null if no default keys.

No

Value

The value to associate with this key.

Up to 500 characters.

To add a new custom data key-value pair, complete both fields, and click Add. You can have a maximum of ten custom data key-value pairs.

To edit an existing key-value pair, rest the mouse briefly on the entry, select the edit icon ( ) and make your changes. Then select the tick to confirm the change, or the cross to undo the change.

To delete an existing key-value pair, rest the mouse briefly on the entry, select the delete icon ( ), then click OK to confirm the deletion.

Note: For predefined default keys you cannot delete the entry or edit the key field. You can only edit the value field.

Null

No, for predefined default keys. Yes if new key being defined.