Manage Groups

In this tab, you will be able to manage your support groups, performing operations such as editing a specific group. When editing, you can configure support hours, automatic messages, and most importantly, add users to the support group.

It will be the first tab of AnnA Desk, and it will be selected when opened.

Creating a New Group

To create a group, follow these steps:

1. Click on NEW GROUP.
2. Name the group.
3. Enter the alias.
4. Click save.

Edit Group

To edit a group, click on Edit ✏️

When editing a group, we will have some management options, including:

• General;
• Standard Messages;
• Schedules;
• Users;
• Overflow;
• Summary Categories;
• Protocol;
• History.

General

In the General tab, you will find:

1. Group Name;
2. Alias;
3. Notification Sound;
4. Status;
5. Direct Supervisor Interaction;
6. Audio Transcription;
7. Automatic Service;
8. Group Priority;
9. Keyword for the client to exit the service;
10. Rule for keyword usage.

After configuring, click save.

Standard Messages

In the Standard Messages tab, we can edit:

Messages for the User:

1. Message when waiting for service;
2. Message during waiting for service;
3. Message at the start of the service;
4. Service protocol;
5. Overflow message (Transfer);
6. End of service message.

Messages for the Attendant:

1. Message at the start of the service;
2. Overflow message in the same group;
3. Overflow message to another group.

Inactivity during service:

1. Inactivity message time;
2. Inactivity message;
3. Time for automatic closure;
4. Message for automatic closure.

After configuring, you can either reconfigure or save.

Schedules

In the Schedules tab, we can edit:

1. Access Hours;
2. Access Exceptions.

To edit access hours:

Uncheck the option “Free Access Hours”;

1. Edit a message to notify users that it’s outside business hours.

2. Create new hours, edit, or delete.

Time Exceptions

To create a new exception, click on the NEW EXCEPTION button and:

1. Add a description;
2. Select the type (Date or Period);
3. Set the date or period;
4. Add a message;
5. Set if it will repeat every year;
6. Enable or disable;
7. Click Save.

An exception configuration means that on a particular day/period, when the platform service would normally take place, there will be no service. For example, this exception can be configured for recess or holiday periods when service is suspended.

Users

In the Users tab, we can:

1. Add users;
2. Edit users; ✏️
3. Delete users. 🗑️

Overflow

In the Overflow tab, we can edit:

Receiving Overflow

• Overflow distribution criteria: Here, you can define whether the distribution will be based on Queue, Idle, or Random.

Overflow to Attendant

Here, we can configure overflow restrictions, allowing overflow to any profile, only to specific attendants, or not allow overflow.

The profiles are:

• Attendant Profile;
• Supervisor Profile.

Overflow to Group

• Allow group overflow:
  Here, you can configure whether group overflow is allowed. If yes, you can set whether overflow to the same group is possible. This action returns the service to the queue.

• Restrict recipient groups:
  Here, you can configure if one or more groups are restricted from receiving overflow from the configured group. If yes, you can select the groups to restrict.

Accept overflow outside business hours

There is an option in overflow that allows overflow to be accepted outside business hours. This option only appears if access hours are not free.

To configure this option, click the edit button ✏️ and set the “Overflow End Time” to a time later than the final time.

Service Summary

You can configure the following:

• Initial Service Summary Configuration:
  Here, we can configure how the summary looks at the start of the service.

  

• Final Service Summary Configuration:
  Here, you can choose whether or not to have a summary at the end of the service.
  If “Yes” is selected, you need to specify whether the summary will appear in overflow and finalization, or only at the end, and whether it will include just the category or the category plus a summary text. Always add the categories to be used.

  

Protocol

Let’s talk about the protocol, which is the foundation for all services. Configuring the protocol is fast and efficient thanks to the available shortcuts. These shortcuts are designed to make the configuration easier and faster. By using these shortcuts, you can personalize the protocol.

Each < is a shortcut, and when you click on it, it will be inserted into the left field. The most commonly used template is @Year@@GroupId@@Sequencer@, which looks like 2024170245.

History

In the History tab, we define whether other groups can view a user’s history.

• Allows attendants to see other attendants’ service histories - YES/NO
• Can other groups see this group’s client service history - YES/NO
  If other groups can see the service history, we must configure the option Restrict groups that can view history as YES/NO

Templates

Here, you can enable which templates to use during the service, whether it’s ongoing or completed.

To enable, click the red circle 🔴, which indicates it’s disabled. To disable, click the green icon 🟢, which indicates it’s enabled.

Delete Group

To delete a group, click on Delete Group 🗑️

When doing so, a validation will appear to confirm that you want to delete the group.

Upon completing the deletion, a popup will confirm that the group was successfully deleted.