Agent

The Agent settings let you control how an Agent interacts with the dialer.

Fields

Field	Description
Agent Dial Mode	Controls how the Agents phone is used. The following modes are available: Dial Agent, never hangup This is the recommended mode. When the agent starts the dialer the agents phone is called. When the agent's phone is answered the dialer will commence dialing leads. The Agent hears beeps whilst the dialer attempts to connect to a lead. When a lead answers, the call is connected to the agent's call. At the end of the call the Agent can hangup the call by clicking the 'Hangup' button. The call to the Agent's phone however is NOT hungup. Instead the Agent again hears beeps until the next lead answers a call. Dial Agent, Hangup after every call. Similar to the mode Dial Agent, never hangup except that the call to the Agent's handset is hungup at the completion of each call and then then dialer will reestablish the call to the Agents phone when the dialer starts dialing the next lead. This option should almost never be used. Agent Dials in, never hangup Use this option if your Agent's don't have a Phone directly attached to Noojee and the Agent doesn't have a Direct In Dial no.. This can also be used if your Agents are using a mobile with an unlimited call plan. This mode has to sub-modes of operation: Agent has a unique caller id. In this mode the agent enters their caller id into the 'Extension' field on the login page. When they dial in, Noojee will automatically recognise their caller id and match their Noojee Contact session to their received call. Agent doesn't have a unique caller id. In this case the agent will need to make up a 10 digit 'pin' which must start with 04. e.g. 0400000123 The only other requirement for the PIN is that EVERY agent MUST have a Unique PIN no.!!!! When logging into Noojee the agent must enter the 10 digit pin into the Extension field on the Login page. When the agent dials into Noojee the system will prompt them to enter their 10 digit pin. Noojee will then match the entered pin to the pin they entered whilst logging in. Agent Chooses Dial Direction, never hangup. This option is required if you have a mix method of how Agents interact with the system. Allows the Agent to choose the dial direction from the dialer screen.
Agent Dial-in Route	If the Agent Dial Mode is set to Agent Dials In or Agent Choses Dial Direction then you must specify a Route that is used when the Agent dials in.
Callback Ownership Expiry Minutes	Client Approved Callbacks can be 'owned' by the Agent that set the callback. An owned callback will return to the owning Agent provided the Agent becomes available within the no. of minutes defined by this settings. If the Agent is not available within the defined period of time the Callback will go back into the general pool of Agents and the next available Agent will be handed the callback. Set this value to 0 if you want to disable Agent Ownership of Callbacks.
Preview Period (in secs)	The no. of seconds that the Agent has to view a lead's details before the dialer dials the lead. If you set the Preview Period to zero then the dialer will not automatically dial and the agent will need to click the 'Dial' button. This setting is used when the Dialer Mode is set to 'Preview' and when a Client Approved Callback is pushed to an agent (regardless of the Dialer Mode).
Wrap Period (in secs)	The amount of time in seconds to allow the Agent to complete data entry or any external task before the Dialler starts dialling the next lead. If the Wrap Period is set to zero then there will be no wrap period and the Dialler will proceed directly to the next lead and enter Preview Mode. If the Wrap Period is set to '-1' then dialler will wait for the Agent to end the wrap period before starting the next preview phase. Noojee Campaigner also support the ability to set a different wrap time for each disposition. When a disposition has a defined wrap time then it will over-ride this global setting.
Disposition Ends Wrap	When set the wrap time for a call will be truncated when the users selects the Dispostion for the lead. This option can be handy if there is a large amount of variability in the wrap time which requires you to configure a long wrap time. To some extent the ability to set a 'per disposition wrap' obviates the need for this setting to be used for most contact centres.
Allowed Undispositioned Count	Note: this option is a really bad idea. Read carefully before you consider using it. Some organisations want the dialer to proceed to the next call even if the agent has not dispositioned the call. This can be useful if agents intentionally use the disposition to pause the dialer. Setting this value to anything other than zero will cause the dialer to wait the defined 'Wrap Period' and if the lead dispostion has not been dispositioned it will then continue on to the next call. Leads which are skipped in this manner will be automatically dispostioned as 'Disposition Not Set'. A supervisor should regularly check the Agent Disposition Report to monitor agents who are potentially abusing the system. The value of the 'Allowed Undipositioned Count' field controls how many consequetive calls and agent can make without dispositioning the call. If this count is exceeded the system will automatically stop the dialer. This is intended to act as a 'dead man switch' in case the agent walks away from their desk without stopping the dialler. Without this dead man switch the dialer could potentially continue ringing customers throughout the night. NTS recommends that this value should be set no higher than 3.
Agent sets callback time for no answer approved callbacks	When a Client Approved Callback is triggered the client may not actually answer the phone. By default the system will automatically reschedule the callback based on the no. of minutes set in 'No Answer Retry Lock Time'. This is normally set to 3 hours. Often for a Client Approved Callback this default period makes no sense as the Agent may know the client is only available at 10:00am each day. By enabling this option the Agent can choose the callback time. We recommend you enable this setting.
Agent sets callback time for failed preview dials	Normally when a call is not answered by the lead the dialler will mark the lead as not answered and move to the next lead automatically. With this option selected the lead is kept open for the Agent to update the lead and manually set a disposition.

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