Ytel Contact Center provides companies with the ability to separate their agents into two different categories, “Outbound Agents” and “Closer Agents”. An “Outbound Agent” has the ability to take both outbound calls (calls placed by the Ytel Contact Center system) and inbound calls (when a customer calls the company). A “Closer Agent” can only take inbound traffic.
In the Users > User section of the Ytel Contact Center portal, at the top it will display how many “Outbound Agents” and “Closer Agents” licenses that are available. Users can be switched between Outbound Agent & Closer Agent within the Contact Center User >Users section.
Image 1: The Company below has 50 “Outbound Agent” Licenses and 20 “Closer Agents”. A total of 70 users can be logged in at once through the Agent interface portal, but only a maximum of 50 users that are marked as “Outbound Agent” can be concurrently logged in (logged in at the same time) and only a maximum of 20 users that are marked as “Closer Agent” can be concurrently logged in for a total of 70 users.
Image 2: User ID “101” (red) will use up one of the “Closer Agents” Licenses and User ID “1001” (yellow) will use up one of the “Outbound Agents” Licenses.
Switching User/Agent between “Outbound” and “Closer” (Step by Step)
Navigate to the Users > User section
Within the “Users Listing” section, locate the user, which you would like to change.
In the “Outbound” column, turn “OFF” to set that user as a “Closer Agent” or turn “ON” to set that user as an “Outbound Agent”.