This article will walkthrough configurable settings for Agents.
- Timezone: agents should adjust to their local time as this is important for scheduled callbacks
- Contacts Removed from All Lists: blocked numbers that are removed from the ‘Remove from list’ action button or via disposition trigger are managed here
Note for Dialpad Customers Only:
There are a few Dialpad specific agent settings to be aware of. They are listed below:
- Call Center: agents can select which Call Center (or shared line number) to dial from and this will also result in an administered set of dispositions to appear if calls are connected.
If no call center is selected, AutoReach will trigger an outbound call from the default number as designated in the Agent's Dialpad account settings - Coaching Team: If you are leveraging the coaching team functionality in Dialpad for certain agents, they must set the Coaching team they are apart of before dialing lists and making calls, otherwise they may receive an error when trying to dial
Note: In AutoReach, an agent can mark themselves as being part of a Call Center or a Coaching Team, but not both at the same time. If a Dialpad admin has assigned agents to a Call Center or Coaching Team in Dialpad recently, an admin user of AutoReach may need to log out of AutoReach and log back in for agents to be able to see the Call Center and/or Coaching team field(s) in their Agent Settings.