AT&T Collaborate
Manage Contact Center, Agent
Settings, and Scheduled Reports
As an administrator for the AT&T Collaborate™ service, you can
create and manage company-wide settings for contact centers and
their agents. You can define call routing policies and schedule reports
that show information about agents’ performance.
Agent settings
Agent threshold profiles
Contact center routing policies
Agent unavailable codes
Contact center reports
Agent settings
Specify when agents are available to answer phones and the actions AT&T Collaborate
takes when agents are unavailable. Use preselected default settings to give all agents
across the company the same calling policies. Or, you can select different calling policies.
Manage agent settings
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On the Collaborate homepage, in the Administration widget, click Contact Center
Settings. The Contact Center Settings page appears.
On the left menu, click Agent Default Settings. The Agent Default Settings section
appears.
Set the guard timer, which specifies a short time (usually between 2 and 5 seconds)
between when a call ends and when a new call is offered to the agent. Use Default
setting is preselected and sets the timer to 5 seconds. To change the timer, select Use
Company setting, check Enable guard timer for, and then select the number of
seconds (1 to 25) from the list.
Set Agent Unavailable Settings. Use default setting is preselected and set to 3
unanswered calls. To use the company setting, select Use Company setting and check
the setting you want:
− Force agent to unavailable on Do Not Disturb activation—Agents appear as
unavailable.
− Force agent to unavailable on not reachable—Agents appear unavailable when
they're unreachable, such as when the power goes out.
− Force agent to unavailable after <x> consecutive unanswered attempts—
Agents appear unavailable after a set number of unanswered consecutive calls.
Click Save Changes.
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Property.
AT&T Collaborate
Manage Contact Center, Agent Settings, and Scheduled Reports
Agent threshold profiles
An agent threshold profile defines when supervisors are notified about the average length
of time that agents spend on calls, being unavailable, wrapping up calls, and so on. You can
add new agent threshold profiles and manage existing ones. Agent threshold profiles are
optional.
Create an agent threshold profile
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On the Collaborate homepage, in the Administration widget, click Contact Center
Settings. The Contact Center Settings page appears.
On the left menu, click Agent Threshold Profiles. The Agent Threshold Profiles
section appears.
Click Add New. The Add New Agent Threshold Profile page appears.
Enter a profile name and description that you want to appear in the company
directory.
Enter the maximum time (in minutes and seconds) for the yellow and red threshold
levels.
To specify which supervisors to notify when thresholds are exceeded, check Enable
Email Notification, and then enter up to 8 supervisor email addresses.
Decide which available agents to assign to this profile:
− To add agents, select agents, and then click the single right arrow ( ) to move
them from the Available Agents column to the Assigned Agents column.
− To remove agents, select agents, and then click the single left arrow ( ) to move
them from the Assigned Agents column to the Available Agents column.
− To move all agents, click the corresponding double arrows ( or ).
Click Create Profile.
Manage agent threshold profiles
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On the Collaborate homepage, in the Administration widget, click Contact Center
Settings. The Contact Center Settings page appears.
On the left menu, click Agent Threshold Profiles. The Agent Threshold Profiles
section appears.
Next to the agent profile you want to update, click the Edit icon ( ). The Manage
Agent Threshold Profile page appears.
Update the profile name and description.
Update the maximum time (in minutes and seconds) for the yellow and red threshold
levels.
To update notifications, check or uncheck the Enable Email Notification box, and then
update supervisor email addresses.
Update the agents assigned to this threshold profile:
− To move selected agents to or from the profile, click the single arrows ( or ).
− To move all agents, click the double arrows ( or ).
Click Save Changes.
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AT&T Collaborate
Manage Contact Center, Agent Settings, and Scheduled Reports
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Contact center routing policies
Contact center routing policies define the rules that AT&T Collaborate uses to route calls
when agents are part of multiple contact centers. Typically, Collaborate directs calls to
contact centers in order of priority.
Create contact center routing policies
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On the Collaborate homepage, in the Administration widget, click Contact Center
Settings. The Contact Center Settings page appears.
On the left menu, click Contact Center Routing Policies. The Contact Center Routing
Policies section appears.
Select the policy you want to use:
− To route calls to the contact center that has the current longest wait time, select
Longest Wait Time.
− To route calls to each contact center based on the defined priority, select Priority
Order and assign a number to each contact center (1 is the highest priority).
Click Save Changes.
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Agent unavailable codes
To see agents’ status at a glance, supervisors can use agent unavailable codes. For
example, you might define agent unavailable codes for times when agents are at lunch or
using the restroom. A supervisor can look at the agent list in the contact center and see
what each agent is doing. You can use default codes or define new ones, and you can
create reports based on these codes.
Set agent unavailable codes
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On the Collaborate homepage, in the Administration widget, click Contact Center
Settings. The Contact Center Settings page appears.
On the left menu, click Agent Unavailable Codes. The Agent Unavailable Codes
section appears.
To set agent unavailable codes, do one of these things:
− To turn on agent unavailable codes, check Enable Agent Unavailable Codes and
follow steps 4 through 6, below.
− To turn off agent unavailable codes, uncheck Enable Agent Unavailable Codes.
Click Save Changes, and you're done.
Identify which codes correspond to the default codes, and then select unique codes
from the lists.
Set agents’ use of unavailable codes:
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AT&T Collaborate
Manage Contact Center, Agent Settings, and Scheduled Reports
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To make the codes mandatory, check Force use of agent unavailable codes with
default code, and then select a default code from the list.
− To make the codes optional, uncheck Force use of agent unavailable codes with
default code.
Click Save Changes.
Next, if you're using codes, add and manage agent unavailable codes.
Add agent unavailable codes
1. On the Contact Center Settings page, in the Agent Unavailable Codes section, click
Add New. Available fields appear in the table, where you can enter new code
information.
2. Enter a unique number and description for the code.
3. Click the Add icon ( ).
4. Click Save Changes.
Manage agent unavailable codes
1. On the Contact Center Settings page, in the Agent Unavailable Codes section, select
a code, and then click the Edit icon ( ).
2. To update the code, enter a unique number and code description.
3. Click Save Changes.
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Contact center reports
Contact center reports show supervisors how agents are performing. Standard reports are
available, or you can create custom reports based on report templates. You can also
schedule reports to run periodically and have them sent by email to supervisors.
You can use basic report templates as patterns when you create your own templates or
reports.
Note: When running a contact center report for the first time, use the default values to see
if they suit your needs. You can adjust reports later.
Schedule a new report
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On the Collaborate homepage, in the Administration widget, click Contact Center
Settings. The Contact Center Settings page appears.
On the left menu, click Contact Center Scheduled Reports. The Contact Center
Scheduled Reports section appears. If you have created any scheduled reports, they'll
appear here under Active or Completed. Active reports have active scheduling criteria
(for example, set to run daily, recurrence never ends). Completed reports were set to
run for a specific time and that time expired (for example, set to run 3 times and 3
reports were completed).
To add a new report, scroll to Active and Completed reports, and then click Add New.
The Create New Contact Center Scheduled Report page appears.
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AT&T Collaborate
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Manage Contact Center, Agent Settings, and Scheduled Reports
Enter the report name and description, and then select the type of report you want.
Enter the following schedule details:
− Time zone.
− The first day to run the report and the time of day to run it.
− Recurrence pattern (daily, weekly, monthly, yearly):
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To run the report daily, select DAILY EVERY, and then enter the number of days
between reports.
To run the report weekly, select WEEKLY EVERY, and then select the day of the
week to run the report.
To run the report monthly, select MONTHLY EVERY, and then enter the specific day
of the month or select a day of the month from the list. For example, you might run
the report on the 5th of every month or on the 1st Friday of every month.
To run the report yearly, select YEARLY EVERY, and then enter the specific day and
month or select a day of a month. For example, you might run the report on the 5th
of February or on the 1st Friday of March.
Recurrence end date:
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To run the report with no set end date, select NEVER.
To run the report a specific number of times, select AFTER and then enter the
number of times to run the report.
To stop running the report after a certain date, select DATE and then select the date
to stop.
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Depending on the report type, select the contact centers or agents to include in the
reports. Some reports, like the Service Level Report, require additional performance
criteria. Select the contact centers you want to include in the report:
− To include all contact centers, check Include All Contact Centers.
− To add contact centers to your report, in the Available Contact Centers column,
select contact centers and click the single right arrow ( ) to move them to the
Selected Contact Centers for the report column.
− To remove contact centers from your report, in the Selected Contact Centers for
the report column, select contact centers and click the single left arrow ( ) to
move them to the Available Contact Centers column.
− To move all contact centers, click the corresponding double arrows ( or ).
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Under Destinations for Report Generation, enter up to 7 email addresses that will
receive the report.
Click Create Scheduled report.
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Manage a scheduled report
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On the Collaborate homepage, in the Administration widget, click Contact Center
Settings. The Contact Center Settings page appears.
On the left menu, click Contact Center Scheduled Reports. The Contact Center
Scheduled Reports section appears.
To manage a report, under the Active or Completed heading, find the report to
manage and then click the Edit icon ( ). The Manage Contact Center Scheduled
Report page appears.
Change the report name and description.
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AT&T Collaborate
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Manage Contact Center, Agent Settings, and Scheduled Reports
Update the following schedule details for the report:
− Time zone.
− The first day to run the report and the time of day to run it.
− Recurrence pattern (daily, weekly, monthly, yearly):
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To run the report daily, select DAILY EVERY, and then enter the number of days
between reports.
To run the report weekly, select WEEKLY EVERY and then select the day of the week
you want to run the report.
To run the report monthly, select MONTHLY EVERY, and then enter the specific day
of the month or select a day of the month from the list. For example, you might run
the report on the 5th of every month or on the 1st Friday of the month.
To run the report yearly, select YEARLY EVERY, and then enter the specific day and
month or select a day of a month. For example, you might run the report on the 5th
of February or on the 1st Friday of March.
Recurrence end date:
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To run the report with no set end date, select NEVER.
To run the report a specific number of times, select AFTER and then enter the
number of times you want to run the report.
To stop running the report after a certain date, select DATE, and then select the
date to stop.
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Depending on the report type, select the contact centers or agents to include in the
report. Some reports, like the Service Level Report, require additional performance
criteria. Select the contact centers you want to include in the report:
− To include all contact centers, check Include All Contact Centers.
− To add contact centers to your report, in the Available Contact Centers column,
select contact centers and click the single right arrow ( ) to move them to the
Selected Contact Centers for the report column.
− To remove contact centers from your report, in the Selected Contact Centers for
the report column, select contact centers and click the single left arrow ( ) to
move them to the Available Contact Centers column.
− To move all available contact centers, click the corresponding double arrows ( or
).
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Under Destinations for Report Generation, enter up to 7 email addresses to receive
the report.
Click Save.
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Delete a scheduled report
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On the Collaborate homepage, in the Administration widget, click Contact Center
Settings. The Contact Center Settings page appears.
On the left menu, click Contact Center Scheduled Reports. The Contact Center
Scheduled Reports section appears.
Under the Active or Completed heading, find the report to delete, and then click the
Delete icon ( ).
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