Howto: Create and Manage Departments
What is a department?
Departments allow you to group your agents into specific knowledge-worker categories, also
known as skill-sets. Once agents have been assigned to departments, your account can be set
up to route incoming chats to these departments based on a series of rules. Velaro provides comprehensive
department support both throughout the chat process, as well as in the administrative
reporting.
When your account is initially set up (SMB and Enterprise Accounts), two default departments are created: Sales and Support.
To manage departments, select the Setup : Departments menu option.
Managing your departments
The list on the left hand side of this section shows you the current departments that have been
configured for your account.
Adding departments
To add a new department, click the Add option below the list of current departments.
You are then asked to enter the name of that department. While department names do not
need to be unique, it is recommended that you give each department an identifiable name
that related to your business.
Changing the name of a department
To change the name of a department, select the department from the list, and click the
Edit option. You are then provided with the ability to rename the department.
Deleting or Changing departments
To delete a department, select the department from the list, and click the Delete option.
After confirming that you do want this department to be removed, it is deleted.
Note: Care should be taken in deleting existing departments. Once the department
is deleted, it can not be recovered. If you find that you accidentally delete a
department, then you may create a new one with the same name. You will still be required to
set up the new department from scratch. In general, if you change a department name,
ensure you modify any pre-chat surveys that may rely on the department name
being and exact match as well.
Configuring departments
To configure an existing department, select that department from the list. After it is selected
you can now manage that department.
Setting the default dictionary
In certain cases, you may be configuring departments that will be staffed to support
customers in different languages. In this case, you may select a different default spelling
dictionary that is activated when a chat begins. Note that not all the dictionaries listed in
this option are automatically included in the Velaro Desktop application. For access to
these additional dictionaries, please contact your Velaro account representative.
Managing agents
To add agents to this department, select the agent listed below the Agents Not In This
Department list and click the Add Agent option. Multiple agents may be added
simultaneously by holding your shift key down and selecting the different agents you want
to add to this department. Click the Add All Agents option to automatically include
every agent in the list. Once an agent is added to the department, they are removed from
this list and placed in the Agents Included In This Department list.
To remove an agent from the currently selected department, click the Remove option to
the right of that agent from the Agents Included In This Department list. Click the
Remove All Agents option to automatically remove all the agents from this department.
Setting Agent Availability
Velaro allows the agent's chat availability to be set independently within each department.
In this manner, agents may make themselves available to chat for some departments, but
unavailable to chat for others. The agent always has the ability to set their availability
options directly within the Velaro Desktop application, however, you can select their
default availability options here by changing the Chat Status value next to each agent.
Add Your Comments