Locating the Agent Visibility Portal
From the Homepage, click Management (blue gear icon) in the left menu bar. Then, select Agent Visibility at the top
You'll see a list of users in your account with key details like online status and inbound/outbound queue access.
Definitions for Headers in the Portal
Online: Will indicate if the user is currently logged into Volie.
Name: User’s name
Email: User’s email address
Role: User’s role (agent, manager, etc)
Skill Level: Indicates the skill level of the user. 5 is default, and indicates each user will be eligible for the same number of inbound calls. If the skill level is higher or lower, they will be eligible for more or fewer than other agents at the default 5 skill level. 1 is the lowest, and 10 is the highest.
Definitions for Headers in the Portal (continued)
Lock Queues: If clicked to Red, the user is required to log into ALL queues or log out of ALL queues. It will not affect call queue groups.
Queues: Indicates how many queues the user is currently logged into
Inbound Eligible: Check mark indicates the user is eligible to take inbound calls.
Outbound Eligible: Check mark indicates the user is eligible to take outbound calls.
Instant VM Eligible: Check mark indicates the user is eligible to utilize the instant voicemail feature.
Reception Mode: Check mark indicates the user is utilizing Volie in Reception (vs agent) mode.
Orange clipboard icon: This allows the manager to log in or out of queues for the agent. There is the option to choose campaigns, or you can select Log In All Queues or Log Out All Queues.
New Feature! Skilling Agents to Inbound & Outbound Calls by Campaigns
Click the orange clipboard on the right to manage each agent's access to inbound and outbound calls for specific campaigns.
Use the checkboxes in the Queues view to enable or disable inbound and outbound calling per campaign.
Use case: Allow Agent A to take inbound calls from the Declined Services campaign but prevent them from being served new outbound calls in that queue.
You can now also choose a skill level by agent, by campaign. This will allow you to choose agents who should receive priority on Inbound calls for a particular campaign.
Agents with higher skill levels in a campaign will receive inbound calls at a higher priority than those with a lower skill level.
Search functionality in the Portal
The Search functionality allows you to filter the primary view of the portal.
You can search by a variety of parameters, including the agent’s name, their inbound or outbound eligibility, and their role.