How to Navigate Pulse Preferences

How to get to Pulse Preferences: Configuration>Pulse Setup>Preferences

 

System

There are three tabs within Preferences.  The first tab is the System tab.  The Default Phone Number is the number that will be used when no other number is in your TRACK Pulse configuration.  

The next two tabs, being Twilio Account SID and Twilio Auth Token, will not need to be touched as they are just account numbers for our phone provider, Twilio.  

Default Caller ID is the caller ID the recipient will see when making an outbound call through TRACK.

Force Agent Wrap up? is an optional field that determines whether or not agents will have to finish wrap up after transferring a call.

Wait On Answer is also an optional field that determines whether or not a call will wait in queue when an agent doesn't initially pick up the call or perform the configured fail over action.

 

Agents

The Agent Transfer Timeout is the length of time in seconds where TRACK will try to connect to an agent before transferring the caller back into queue.

The Agent Return determines what happens to an agent status when the disposition is complete. The agent can either be returned to active or set back to login.

The Return Time (in seconds) is the length of time in seconds after wrap-up to return agent back to 'Active - Available' status. Preference only shows if Agent Return preferences is set to 'Return to Active (Timed)'.

Agent Lead Assignment has two options.  'Loose Assignment' option allows agents to see their own leads and other leads and assign leads to themselves or others. 'Strict Assignment' option only allows agents to see their own leads and assign leads to themselves.

Announce on Listen is when a manager listens to an agent, we will inform the agent of that action if this option is enabled.

 

Recording

 

Inbound recording enables call recording for all inbound calls. This can be disabled for a specific campaign or agent.

Outbound recording enables call recording for all outbound calls. This can be disabled for a specific agent. Since our system does not prompt the guest that the call is being recorded, it is necessary to train your agents to compliance with call recording laws.

There are two options for recording channels.  Single channel combines both the guest and agent audio into a single channel. Dual channel keeps the agent channel and guest channel separate. This makes it easier to see which party is speaking on a call.

Stop Recording allows agents to stop recording of a call before a customer provides sensitive information like a credit card number. Enabling this feature is required for PCI Compliance.

Have more questions? Submit a request

0 Comments

Please sign in to leave a comment.
Powered by Zendesk