Manage Agent Counters
Customers may be directed to a counter rather than a specific employee by creating counter names, and assigning those counters to employees.
A counter can be a room number, window, or a counter; any type of location name which replaces the employee name (i.e., Room 250, Window B, Counter #1, etc.)
Create Agent Counter
- Go to Tools > Administration > Agent Counters
- In Counter Management, click New Counter.
- Create the Counter Name.
- Select a Location.
- Select the Agent that will be assigned to the counter.
- Click Save.
Note: After counters are created and assigned, users will need to join the counter. For information on joining a counter, please review Join a Queue or Counter.
Modify Agent Counter
- Go to Tools > Administration > Agent Counters
- In Counter Management, locate the Counter to update, and click Modify.
- Make desired changes.
- Click Save.
Delete Agent Counter
- Go to Tools > Administration > Agent Counters.
- In Counter Management, locate the Counter to remove, and click Delete.
- Confirm.
Note: You cannot delete an Agent Counter/ Window once it has been used. Modify the Agent Counter/ Window and change to Inactive to prevent it from being used.