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  1. Account Name – Agent’s Username.  They will use this to log into the Agent client.  Not editable.

  2. Extension – The extension assigned to every agent and supervisor by default upon creation of the agent profile.  Utilized only in an Overlay solution.

  3. Agent Availability Type – By – By default all agents are Regular Agents, but can also be an Office Agent..  We do not currently offer licenses for SME.  The difference between the Regular and Office Agent license types are that the Office agents will automatically resume a Ready state after the “No Answer” suspend time if the agent went into a No Answer state after a missed call.  Regular Agents will remain in the No Answer state until manually changed back to a Ready or Break state.  With the Regular Agent license, Supervisors will be able to track and see in real time which agents are missing calls and for how long they remain in that state.

  4. Default Phone – the type of phone utilized by the agent.

    1. Internal Phone – the internal phone is turned on by default and utilized in an Overlay scenario.  This will utilize the ECS soft phone only.

    2. Private Phone – this allows for the agent to send calls to a different phone number.  The Private Telephone Box will need a number added into it for the Private Phone option to work.

      1. Example – Agents will be working from home and want all calls to go to their cell phones.  The Private phone option will be selected and the agents telephone number will need to be added into the Private Telephone box.

    3. HPBX Phone – this will utilize the ECS Unified solution.  It will allow for the agents to make/take calls on their handset or the ECS Soft phone.  The HPBX Terminal must have the users Broadsoft UserID in place.  This will be implemented by a Project Manager.

  5. Auto Answer Interaction delay (Telephony only) – a configurable delay can be added to allow time for the Agent’s workstation to launch the business application “screen pop” to ensure synchronized delivery to the Agent.

  6. Default Load Allowance – shows the current default load allowance being utilized by the agent when handling interactions.  When selecting the drop down, it will show all load allowance profiles assigned to the agent.

  7. Available Load Allowances – indicates all the load allowance profiles created for the contact center.  Which ever ones are checked off indicates the profiles that have been assigned to the agent.  This list is what the default load allowance drop down pulls from.

  8. Hangup Line after each Call – Not editable.

  9. Auto Answer by Media Type - manage the media types the agent application will auto answer for the agent on incoming interactions.  If only telephony is selected, the agent application will only auto answer Telephony incoming interactions and email, chat and fax will need to be manually answered by the agent.
  10. Private Telephones – telephone number needed when utilizing Private Phone as the default phone type for the agent.  The phone number needs to be a ten digit telephone number.

  11. HPBX Terminal – utilized for the ECS Unified solution.  This is the users Broadsoft UserID.  Created and implemented by an Evolve IP Project Manager.

  12. End Point – the default extension assigned to the agent.

  13. Email Address

  14. Change Extension – gives the agent the ability to change their extension or endpoint where they wish to receive calls.

    1. Example – they are currently setup to receive calls through their Internal phone.  However, the agent needs to work from home the rest of the day.  If Change Extension is enabled, they can change their extension/DID from the Agent client and utilize either the Private Phone number setup or input a different number ad hoc.5

  15. Delegate to Supervisor – allows agents to delegate an interaction to a supervisor.  When the interaction is delegated it will show up in the Supervisor client, indicating they have a new delegation.  An agent might want to delegate an interaction to a supervisor when follow up information is needed or the customer explicitly requests a callback from a Supervisor.

  16. Always Recorded – this will apply only to Overlay solutions.  This will be enabled if the current ECS setup is an overlay solution and the agents are to be setup with call recording.  ECS has an entirely different call recording platform for the ECS Unified solution.

  17. CRM – contact manager functionality that allows agents to manage contact information and provides a full detail contact history of all the touches the customer has had with the organization.

  18. Profiles – a list of all skill profiles created in the Agent Characteristic tab and available to assign to the agent.  An agent must have an Agent Profile assigned in order to use the Agent Monitoring view within the Agent client.

  19. Skills – all available skills that can be assigned to the agent, without a skill profile.