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… relevant chapters below based on the approach taken. Option 1: Impersonation To use impersonation the service account … in the “Scripts” folder. These are named AddPrivileges.ps1 and RemovePrivileges.ps1. It is likely that the script will have to be adapted before it can be used in different environments as …

… on the queue or on the agent (or on both).    If you want to use forced recording, you should inform about the … can be recorded, that is, what the caller says. In the metadata for such a voicebot recording, there is no Queue nor … he/she dials x to deny it, OR informs the caller that you want to record the call, and he/she can dial x to accept The …

… No such event in Raw data. This is the time from Callback was ordered until the callback is answered (for callback … are overlapping with speaktime in Conversation (c) events.  Waiting for Scheduled time For Scheduled calls only. This is the time from the Scheduled call was created by agent until the Scheduled time (which might …

… exist is found in “Predefined Entity Variable” If you want to create a new entity, you select “Manual Input Entity … The selected Entity text is the value of the entity. If you want to separate for example products, the value and the … same. [volvo](volvo) [tv](tv) [computer](computer) If you want to define a list of for example city name. You can add …

… with review rights can access How to Use For authors who want to send an an article version for review, from "Version …

… included in the planned release window of  November 23rd to November 30th , 2023. The changes made in this … customer, and the script. This preview is presented while waiting for the call to start or for the customer to … changes to historic outcomes ensures that agents can always edit and delete historical outcomes. External web links …

… of the process. Returning to the example above, if you want the template to generate 4 evaluations per agent per week, and you want work-queues to be replenished once a week, then (as … step, by clicking the second tab... Step 2: Add contact types & assign evaluators Click the + New contact type …

… also disable using keyboard shortcuts in the same view.   Scheduled task Already, agents can schedule calls or reschedule … These future calls are shown in the agent application’s Scheduled calls tab. At the scheduled time, the agent is …

… See canGetAccessToken section below for more information Type  - Either Widget or Search. Search is used for adding a … value is set at a later time, the key will have this value Type this is the type of the property being added. The available values are: …

… , we added 4 new optional columns: Callbacks ordered within SLA . The number of callers that started to order callback (usually by pressing 1) within the defined SLA and that completed the ordering of callback. Answered, callback ordered or hang-up within SLA . The number of callers that waited in queue and were …

… selects the time frame (From and To) for each report he/she wants to see. The shortest time frame for presenting statistics is one quarter of an hour (15 minutes). The statistics are as default stored for 1200 … quarter and ends in the next quarter or even later if the wait time in queue is long or the conversation is long. Two …

… in different queues) are entered in seconds. If you want to define SLA Overflow for a queue (aka “delayed use of … have access to delete system queues. Usually, you do not want to delete a system queue, but if you or a colleague … per queue is reported in the change log. you can not change type for a Category from Reserved for Dialler to ordinary …

… Flow Tool), but when an agent is connected to a caller and wants to make a consult call or transfer the caller, the … phone queues. Agent application Show Queue Status when Forwarding calls Requires configuration in the admin portal. … notes. When an agent is connected to a call they may want to transfer or consult the call to another queue. This …

… This guide walks you through setting up and integrating a SupSearch … Data To control which data gets used: Click the arrow next to your data source. Use the filtering panel to: Include or exclude specific tags Add manual text filters   Training Your …