The Locations page lets you separate call center operations that run on the same tenant and restrict supervisor access to call records by location.
Menu path: System Administrator > Locations
Overview
Locations are used to separate call center operations that use the same tenant. If a location is created and assigned to a queue, only supervisors from that location can access call records, based on the queues and the location assigned to them. Locations are typically used to filter large volumes of call records by location. Outsourcing companies can also use them to keep each client's records separate.
Editing or deleting a location
Every location defined on the page has a hamburger menu icon next to it. Click the icon to edit or delete the location.
Creating a new location
Click New at the top right of the screen.
Fill in the form. Phone numbers can be added to provide more information about the location. For example, if a location represents a specific call center operation, the phone number of that operation can be entered here. Similarly, an address can be added to provide more information about the location.
When you have completed the form, click Save. The new location is then displayed on the page.
Field descriptions
Field | Description |
Phone number | Optional phone number of the operation the location represents, added to give more information about the location. |
Address | Optional address, added to give more information about the location. |
Active | This switch must be turned on for the location code to be used within a queue. |
Exclude Supervisor Dashboard | When this switch is turned on, the respective supervisor cannot view the quality control records of this location. |
Note: To benefit from the location feature, the desired location must also be defined in the respective queue.