Adding a Worker

The procedure below describes how to add a Worker or Supervisor.

➢

To add a Worker:

1.

Open the Workers page (Configuration > Routing > Workers); the following appears:

2.

Click Add New; the following appears:

3.

In the 'First Name' field, enter the first name of the Worker.

4.

In the 'Last Name' field, enter the last name of the Worker.

5.

In the 'Email' field, enter the email address of the Worker.

6.

In the 'Worker Extension' field, enter the phone extension of the Worker.

7.

In the 'Location' field, enter the location of the Worker.

8.

From the 'Worker Type' drop-down list, select the Worker Type.

9.

Select the 'Allow Supervisor Web Management Access' check box to enable the Supervisor to log in to the Voca Web Management interface.

10.

For Digital Engagement Tenants only:

‘Worker License type’ settings appear only if the tenant has both CIC2 and CIC3 workers. Select the check boxes of the channels that the Worker is allowed to handle; CIC2 (Voice) is selected by default. If you select CIC3 (Omnichannel), then configure the 'Max interactions' the worker can handle simultaneously for 'email' and 'chat'.

11.

Select the 'Enable Queue Missed Calls View' check box, to enable the Supervisor to view missed calls through the Supervisor Statistics tab in the Worker App.

12.

Under the Assigned Skills group, from the 'Skill' drop-down list, select the skill you wish to assign to the Worker, and then in the 'Score' field, enter the competence level assigned for that skill.

13.

Click to assign another skill to this Worker.

14.

Click Save Changes.