Managing Agent/Counter Windows

To direct your customers to a window or counter rather than to an agent directly, you may create window/counter names and assign your agents to them.

Creating Agent/Counter Windows

  1. Go to Tools > Administration > Settings - Control Panel
  2. Select Agent Counters/ Windows.
  3. In Counter Management, click New Counter.
  4. Enter the Name of the Agent Counter/ Window.
  5. Choose the Location.
  6. Select the Agent that is assigned to the Window.
  7. Set status as Active(default).
  8. Click Save.

Modifying Agent/Counter Windows

  1. Go to Tools > Administration > Settings - Control Panel
  2. Select Agent Counters/ Windows.
  3. In Counter Management, locate the Counter/ Window to update, and click Modify.
  4. Make desired changes.
  5. Click Save.

Deleting Agent/Counter Windows

  1. Go to Tools > Administration > Settings - Control Panel
  2. Select Agent Counters/ Windows.
  3. In Counter Management, locate the Counter/ Window to remove, and click Delete.
  4. 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.

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