Survey Component: Transfer - Reserve Agent

Survey Component: Transfer - Reserve Agent

Overview

The Transfer component is a button that can be used to perform a warm transfer, reserve an agent from a queue or transfer the current workitem to another agent, queue or to an external number.

These options require the user to be on one live call prior to selecting transfer.

This document explains the options for using the Reserve Agent.

When the reserve agent is selected, the system will take the current call along with the user and place them into the configured queue where the next available user will accept and automatically join their call.

While the user and caller are in the queue waiting for the next available agent to join, they will still be able to talk to each other. There will be no queue music played during this action.

Configuration Options

Component Type Displays the type of this component.
Label Enter the text to be displayed for the field.
Font Size Set the size of the label.
Height Sets the height of the component in the panel. This value can be entered as a % or in pixels (px)

  • Example: Width can be entered as 50% or as 450px.

Width Sets the width of the component in the panel. This value can be entered as a % or in pixels (px)

  • Example: Width can be entered as 50% or as 450px.

Padding Sets the padding around the button. This value can be entered as a % or in pixels (px)

  • Example: Padding can be entered as 2% or as 5px.

Margin Sets the margins around the inside of the component. The margin can be broken down into 4 sections separated by a space. Each section can be entered as a % or in pixels (px). The 4 sections are the margins for: Top, Right, Bottom, Left.

  • Example: The margin can be entered as 5% 5% 5% 5% or as 10px 10px 10px 10px.

Condition If the condition returns true, then the component will be visible to the user. If condition returns false, then the component will be hidden to the user. If there is no condition specified, the component will always be displayed.

Transfer Type Select Reserve Agent from the dropdown list.

Queue Select the queue that the call will be transfer to from the dropdown list.

Queue Expression This field allows for a variable that contains the queue ID of the user where the call will be transfer to.

  • Note: The value in the Queue Expression field overrides the value in the dropdown Queue field.

Disposition Select which disposition to be used for the reserve agent call from the dropdown list.

Event Name The text entered in this field will be saved into the Event History when the transfer button is pressed. This information can be seen when viewing the history of this workitem.

Set Variables On Success Click on the ‘+’ to add the data of the fields selected to save in the database for reporting purposes if the action is successful.

  • Note: For each variable added, an Input field will need to be created with the field name matching the name of the Labels. This field can have a condition of false if it should not be visible to the user.

On Success Select from the dropdown list what should be done if the action is successful.

  • Move to Panel Will prompt to specify the panel to move to upon successfully activating the Chat.

Set Variables On Error Click on the ‘+’ to add the data of the fields selected to save in the database for reporting purposes if the action fails.

  • Note: For each variable added, an Input field will need to be created with the field name matching the name of the Labels. This field can have a condition of false if it should not be visible to the user.

On Error Select from the dropdown list what should be done if the action fails.

  • Move to Panel Will prompt to specify the panel to move to is the action fails.

Save Select save to save the changes made and continue editing.
Save & Close Select save & close to save the changes made and close the survey.
Close Select close to cancel the changes made and close the survey.

When selecting a component that has been placed in a panel, there are 3 icons in the top right corner:

  • Copy The icon on the left will duplicate the component.
  • Move The icon in the middle, picture of a hand, allows you to dragging and drop the component to a different location in the survey.
  • Note Drag the component over the component that you wish it to be under.
  • You will notice as you hover over existing component that they will have a red border. When you release the button on the mouse your component will be placed right below the one with the red border.
  • Delete The icon on the right, picture of a garbage can, will delete the component from the panel.

Click Here to Download Linked File

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.