Manage teammate, configure your call representatives, and set up department.
1. Call Reps Tab
In the Call Reps tab, you'll be able to:
add and manage teammate,
send an invitation to your teammate to access your widget from their own Novocall account
assign roles and set up your call reps,
arrange call reps answering order,
enable or disable 'busy mode', and
enable round-robin rotation.
To add a teammate, click on the Add button.
Upon filling up teammate details, you're required to assign them to a specific role.
Assigning a teammate to a None role will give them neither an invitation to create Novocall account nor the access to the widget. If you turn their availability on, they will be able to receive calls in their working hours, without access to the widget.
Assigning a teammate as a Call Rep will give them an invitation to create Novocall account and access to his related information in the widget. He will be restricted from some information such as leads assigned to other call reps and some settings such as billing.
A Manager will be able to receive calls, manage call reps, and access all features in the widget except Billing.
An Admin will be able to receive calls and have access to all of Conversations features.
After filling up the personal information, click save and Call Rep Settings tab will open. Here's where you set the working hours, profile picture, press to answer setting, and link call rep's calendar.
Once you're done, click Save. If you set a role for the teammate previously, an invitation will be sent to your teammate's email and prompt them to create their own Novocall account.
Arranging Call Reps
Back in call rep section, you'll be able to check teammate invitation status, as well as see and edit your call representative's details.
To arrange call reps, you can move your call reps around.
Important: From this order,
Amos will receive the call first.
If Amos does not pick up, or rejects the call, JJ will receive the call next.
If JJ does not pick up, or rejects the call, Han will receive the call next.
Rearrange your call reps by dragging the rows up and down.
Round Robin
If you'd like your call reps to be rotated to give a more fair distribution of calls, you could toggle the Round Robin button.
2. Working Hours Tab
In this tab, you'll be able to see the preview or your call reps total working hours. This will help you make sure there's always call reps active within your company's working hours.
3. Departments Tab
If you have a Business Plan, you'll be able to group call reps based on their departments for call allocation.
To create a department, click on Create Department button. Fill in the Department Name and notification email. Under Advanced Settings, you can assign countries to the department. By doing so, calls from the selected countries will be connected to this department.
After a department created, you can add call reps by clicking on the 'add person icon'. If you want to edit the department setting, click on the 'edit' icon next to it.
