Specifications

NDA-24213 CHAPTER 9
Page 179
Issue 3.0
ACD Procedures
Logon Data
(d)
Agent Name
(optional)
Enter the name of the agent or supervisor associated with the Logon ID number.
(e)
Abbreviated Name
(optional)
Enter an abbreviated agent name of up to five alphanumerical characters for use in reports.
(f)
Allow Supervisor Tally-Oh Codes
(optional)
Check to allow the position to use Supervisor Tally-Oh codes, which invoke various actions
such as statistical displays and mode changes. This permits supervisors to log in at various
positions based on Logon ID number, rather than being limited to positions which are
configured to accept the Tally-Oh codes. Detailed information on Supervisor Tally-Oh Codes is
available in the “CallCenterWorX ACD Features and Specifications” manual.
STEP 2:
Split(s)
The listing of split numbers and names (see Figure 9-5) will appear with a dim-out over a number of
splits equal to the number configured for this tenant. (The dim-out in Figure 9-5 indicates that 3 splits
have been configured in the Tenant Data for this tenant.)
Note:
The number of splits configured for this tenant in the Tenant Data limits the number of entries acceptable
in this step. For example, if only two splits have been configured in Tenant Data, only two split numbers,
names, and preferences will be accepted in the data entry boxes in the Logon Data configuration.
(a)
Any Split
(optional)
Check to allow the agent’s split to be determined by the setting in the Position Data command.
Leave unchecked to specify the agent’s working split(s) in the following steps.
(b)
#
(required)
Check the box to the left of this column and enter the first Split Number that the agent is
allowed to take calls from (values are from 1 to 30 for as many splits as are assigned—see
Note
above). Depending on the number of splits configured in the Tenant Data, an agent is allowed to
take calls from up to 16 splits.
(c)
Split # / Name
(automatic entry)
The entry of a Split Number in Step 2b displays a listing of the previously assigned number and
name for that split.
(d)
Preference
(required)
Click in this field and use the up and down arrows to select the agent’s skill level rating for the
specified split. Valid values are from 1= highest to 99 = lowest.
(e)
Attribute
(required)
Check this box to select the split which is to be the agent’s attribute (primary) split.
(f)
Multi-Split
(optional)
Check this box to allow the agent to be logged into all of the allowed splits at once.