The Agent Assistant (AA) is an additional Stratus Agent client application installed on Agent PCs. It allows Agents to manage their settings - such as Duty Profiles and Not Ready Reasons by themselves without the need to be signed into the Stratus Agent Frontend. 

This chapter handles the AA backend configuration, which needs to be applied to individual agents in order to be effective.

For handling instructions of Agent Assistant and a description of all its features, head to the chapter → Usage of  Agent Assistant .

Manage AA Configurations

The 'Agent Assistant ' configuration page allows you create configuration sets for AA application (installed on Agent PCs).  Once configured to connect to a Stratus Agent server, an AA client will automatically retrieve and apply settings, as they are assigned to individual agents.

(info) The 'Agent Assistant' page is accessible on Settings -> Agents section -> Agent Assistant. 

As Administrator you can either "Add" or open any existing Agent Assistant profile in the list, which will show details as follows: 

Agent Assistant Page Details


The Agent Assistant page contains following settings:

Control Name

Description

Name

Agent Assistant configuration name.

Organization Unit

Select Organization Unit to which the Agent Assistant will be assigned.

Description

Agent Assistant configuration description.

AA Settings

Break button during ACW

  • When checked, AA Application shows 'After Call Work' balloon with a 'Break' button. If agent clicks on it, the ACW time will expire and SfB state will change to 'Away'.
  • When unchecked, 'Break' button is not displayed.

Allow ACW extension

  • When checked, AA Application shows 'After Call Work' balloon with 'Extend' button. If agent clicks on it, the ACW time will go until agent stops it on 'Finish' button.
  • When unchecked, 'Extend' button is not displayed.

Allow ACW cancel

  • When checked, AA Application shows 'After Call Work' balloon with 'Finish' button to stop 'After Call Work'.
  • When unchecked, 'Finish' button is not displayed.

Signal RONA Type

RONA notification format in Lync client:

  • Aa Balloon. Agent will get the balloon pop-up with Reset button. SfB State will be set to RONA.
  • Lync Status Only. No messages. RONA state will be set in Lync.
  • Screen Overlay. The screen will be overlaid with Reset button. SfB State will be set to RONA.

Not-Ready-Reason Request Type

NRR setting format in Lync client:

  • Manual Answer. Agent needs to set NRR manually in balloon pop-up.
  • Automatic Answer. The default NRR will be set automatically and saved in DB.
  • Timed Answer. After the time expires, NRR-balloon disappears and agent cannot add a NRR anymore. The default NRR will be set automatically and saved in DB.

Not-Ready-Reason Request Type: Time

Allows to set duration time for Timed Answer type.

Conversations To Close

(info) → See chapter and table below

Allows to manage closing of conversation windows depending on a selected parameter, Conversation Context-Channel and a type of a call.

Conversation Context-Channel includes:

  • "Task Completion Codes"
  • "Send Parameters to AA-CRM-Module" 

Expected behavior:

  • Conversation Context-Channel are present → All conversations will be closed depending on the parameter state
  • Conversation Context-Channel are not present → Audio/video conversations will be closed in any cases

(info) Other cases will be closed depending on the parameter state

Extended Toast

  • When checked, the supertoast is activated for AA application and available for an agent.
  • When unchecked, the supertoast is not available for an agent.
Show Call Control Buttons

Fix for AA to cover for the following Teams-related issues:

  • Agent sees no MS-Teams Toast but Agent Assist call information - Add button to "Incoming Service Call Toast" of Stratus.AA called "Initiate redial (No toast shown)" which initiates a retry of the call delivery to the agent without pushing the agent into RONA or something similar
  • Agent presses hangup in Teams but doesn't see After Call Work dialogue in AA nor gets back to "Selectable" status - Add button to the "Incoming Service Call Toast" of Stratus.AA called "Hangup" which initiates a cleanup of everything related to the task/converation in ICH/AM and therefore frees up the agent completely.


On Ring

  • Expanded : the toast is opened when a call tries to reach an agent
  • Collapsed : the toast is hidden when a call tries to reach an agent

On Accepted

  • Expanded : the toast is opened when an agent answers the call
  • Collapsed : the toast is hidden when an agent answers the call

Enable Conversation Context Restore

Option allows to enable possibility to reopen accidentally closed conversation context during the call.
By default the option is disabled.

Startup Applications


Applications

The list of added Startup Applications.

Conversations to Close Parameter

The following matrix shows expected behavior of a conversation window depending on a selected value of 'Conversations to close' parameter:

Conversation to close parameter ►

Call Type

NoAudioVideoOnlyIMOnly*AllConversations*
IMnot closednot closedclosedclosed
IM + CCTXnot closednot closedclosedclosed
Audio/Videoclosedclosedclosedclosed
Audio/Video+CCTXnot closedclosednot closedclosed

IMOnly and AllServiceConversation - SfB Settings Required

To start using IMOnly or AllConversation options, tabbed conversations on Skype for Business client need to be disabled:

  1. Click on the cog icon at the top right of the window.
  2. In the left menu click on 'IM'.
  3. Uncheck the 'Enable tabbed conversations' check box.