Phonebook

The phonebook allows agents to view the list of Queues, Agents, and LOBs.

Access Phonebook via Toku Agent Portal: Agent Portal> Login> Phonebook.

The default tab displayed to the user within Phonebook is the Queue tab. Users can then navigate through other tabs as needed:

Phonebook provides users with an overview based on the Queue, Agent, and LOB: 

Phonebook: Queue

Queue Count is displayed to the user. This is the count of total queues across the LOBs which are displayed in the list.

Search: The search field in the phonebook - queue page allows users to search via queue name.

Queue Filters

Filters: This dropdown option allows users to filter based on below:

• LOB: Allows users to filter the queue based on the LOB filter wherein the user can select either all the LOBs or choose one or more LOB(s) as needed.

Clear All: This button allows users to clear all the selected filters.

Queue Fields

Sorting Up - A-Z: The user should be able to view data from the queue names in alphabetical order, from A to Z.

Sorting Down - Z-A: The user should be able to view data from the queue names in alphabetical order, from Z to A.

Note:

• The user’s default view will be their own helpline/LOB Queues to be displayed first, followed by the rest of the helpline queues (not just the queues the agent is assigned to).

Phonebook: Agent

Agent Count is displayed to the user. This is the count of total agents across the LOBs which are displayed in the list.

Search: The search field in the phonebook - agent page allows users to search via agent name and agent ID.

Agent Filters

Filters: This dropdown option allows users to filter based on below:

• LOB: Allows users to select either all the LOBs or choose one or more LOB(s) as needed.
• Queue: Allows users to filter based on the name of the queue. Users can select from the “All” option or choose one or more Queue(s) from the list as needed.
• Status: Allows users to filter the agents depending on the status of the agents, for e.g. Available, Busy, In Call etc.

Clear All: This button allows users to clear all the selected filters.

Agent Fields

Note: The user’s default view will be their own helpline/LOB first and all the available agents first (Green), then busy (Red), Amber, and Grey. However, both the list of status and colour mapping against this individual status are configurable from the Admin Portal.

Phonebook: LOB

LOB Count is displayed to the user. This is the count of the total count of LOBs which are displayed in the list.

LOB Fields