ACD Admin - Agent Settings

Configure queue membership and skills-based routing settings related to your agents. Please note you can set up as many agents as you’d like, but the number of agents that can log into queues at the same time is dependent on the number of active agents licenses you purchased.

Agents will be listed by their NEWT PBX Extension Number and Name and can be sorted several ways by clicking on the column header you want to sort by and using a drop-down arrow to filter, or by typing in characters to search for, under the column header. Below are the details of each column definition and how it can be set.

Agent No. – indicates the extension assigned to the agent upon set up. You will notice the extension of agents that are logged in to the queue are highlighted.

Agent Name – assigned name on this extension.

Logged in – This is green if the agent is logged into the queue. You’ll notice a drop-down arrow at the top of the column, allowing you to filter. The column next to this is interactive. You can log an agent on or off by clicking on the available  Log In/Log Off icon. Note that agents can easily log in or out of their assigned queue(s) by simply dialling the standard log in code – 88008 or using a programmed agent key on desk phones.

Group – Assign the Agent to the Group you would like them to be in, for reporting and filtering purposes, based on the Groups you have configured (see ACD Admin - Groups Settings for set up).

External Forwarding Feature - Note that if you have an agent that wants to have calls go through the ACD and forward to an external phone number (+ ext.), this can be set up by NEWT by adding a “Forward” Type Extension to the PBX, then add the extension to the appropriate queue (s) as per above. The extension will need to be logged into the ACD via a supervisor in their monitoring screen or admin in the ACD Settings - Agent Tab. Please contact newtmac@fibernetics.ca (extension purchase required) for this set up.

 Assigning an Agent to Queues:

 Assign an agent to a queue simply by assigning an Agent skill number as explained below:

To the right of this, is a list of all configured queues in the ACD. This provides a quick glance of each queue and helps to visually determine which queues agents are assigned to.

Skill Based Routing - You’ll notice in the example below, there are numbers assigned to each agent. This is their rating for skills-based agent call routing determination which is designed to route queued calls to the agent in the best position to answer them. The rating system is from 1 to 99, with 99 being the highest. If there are multiple agents assigned to a queue and all are in an accepting calls state, then calls will be priority-distributed to agents based on their rating number, in conjunction with the Queue Ring Strategy assigned.

An agent may have different ratings for each queue they participate in, and assigning the same rating for all agents in a particular queue will negate any skills-based routing function for that queue.

Note that Agents in the listing will appear based on their PBX extension being ACD “enabled”. During the initial ACD setup and training phases, NEWT will assist in configuring your ACD environment. Please reach out to newtsupport@fibernetics.ca if assistance is required to adjust ACD enablement on a PBX extension after the initial ACD deployment.