5.19:Contact-center-administrator-guide/ServicesandCampaigns/AssignmentsTab/ja

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• 5.19 • 5.3 • 5.8

割り当てタブ

サービスとコンタクトセンターの社員との関連付けは、割り当て タブによって設定されます。設定内容は以下の通りです：

Assignments tab

チーム

チームとは、特定のサービスに関連する対話の処理を行うエージェントチームのリストです。チームを割り当てるには、追加をクリックし、該当するチームをドロップダウンメニューより選択します。

Bright Patternコンタクトセンターでは、各サービスは 、サービスの設定時に自動的に作成されるサービススキルという専用のスキルによって表されます。チームをサービスに割り当てる場合、専用のスキルはこのチームのエージェント全員に自動的に割り当てられます。自動割り当てを確認し、スキルのレベルを指定するようにシステムから求められます。チームのエージェント一人一人のスキルレベルは、後日手動で調整できます。

サービスをチームに割り当てる場合、該当するチームのスーパーバイザはデスクトップアプリケーションを使ってリアルタイムで サービスの監視 ができます。

以前に割り当てられたチームを削除するには、名前の上にマウスを合わせます。サービスからチームを削除すると、既定のサービススキルはこのチームのメンバー全員から削除されます。

For outbound campaigns, teams can also be assigned and removed via the Agent Desktop application by a user designated as an operator for this campaign.

Note that when teams are assigned to multiple enabled campaigns, the cumulative load of such campaigns must be distributed evenly among those teams. Thus, if a team you are assigning to campaign A is currently already assigned to campaign B, you should check if campaign B has any other teams assigned to it, and if that is the case, assign those teams to campaign A as well. The same verification must be performed when removing teams from campaigns. The following diagrams show examples of valid and invalid team assignments to campaigns.

If the above rule of team assignment to campaign is not observed, campaign configuration will be deemed invalid and the system will provide the following message on the Outbound > Diagnostics page for that campaign: Inconsistent assignment of teams to enabled campaigns.

Examples of valid assignments of teams to campaigns are shown.

Examples of invalid assignments of teams to campaigns are shown.

Administrators

Administrators lists the users who can change the service configuration. To add a user, click add, and select the user from the drop-down menu. Only the users who have the privilege Manage Assigned Services and Campaigns will be available for selection. (For more information, see sections Users and Roles.) If an assigned service administrator loses that privilege, that administrator's name will be shown in red color in this list.

Operators

Operators lists the users who can operate the given campaign in real time (e.g., start and stop the campaign, add and remove teams). Listing operators is essential for services of outbound and blended-voice type only. To add a user, click add, and select the user from the drop-down menu. Only the users who have the privilege Control Campaign Operations will be available for selection. (For more information, see sections Users and Roles.) If an assigned service operator loses that privilege, the service operator's name will be shown in red color in this list.

Reviewers

Reviewers lists the users who can have access to functions listed in the BPO Client group of privileges. To add a user, click add, and select the user from the drop-down menu. Only the users who have a role with any privileges in the BPO Client group will be available for selection. (For more information, see sections Users and Roles.) If an assigned service reviewer loses that privilege, the service reviewer's name will be shown in red color in this list.

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