Security - Users - Franchise Call Center
This article will guide you through creating, configuring, and customizing a Franchise Call Center with speed and ease.
In this Article:
Franchise call centers give users the ability to set up security permissions. This allows users to facilitate franchise-specific call centers, giving them various options to configure and customize. Franchise call centers enable easy access, actions, and modifications to fit your company's needs.
Setting Up A Franchise Call Center
To set up a Franchise Call Center:
Please get in touch with your Vonigo Customer Success Team to activate the feature.
Configuring User Security
To configure User Security settings:
Click Setup from the left navigation menu.
Go to User, then User Security Groups.
Click on Actions and then Other.
Note: The flag is only available for users with "Franchise Owners" and "Franchise Employees" tags.
Under Other, tick the box Set As Sales Agent and Allow Adjust Job Source.
The table below further explains the configurations:
Set As Sales Agent
Ticking this box will allow franchise users to see the call center interface.
Allow Adjust Job Source
Ticking this box will expose job sources (with the default being '"Franchise Call Center" and would allow users to change it during calls).
Creating a New Call Button
To create a new call button:
If the security group marked as a sales agent shows "New Job" instead of "New Call" within the application frame, select New Call from the action selector.
Configuring Order Intakes
To configure Order Intakes:
Under Caller Information, go to Job Source.
If the security group is marked as a sales agent, fill in the job source as "Franchise Call Center". This allows users to switch franchises during the call, but only between franchises they can access. This is in case the franchise call center agent facilitates calls for multiple franchises.
If the security group is marked as a sales agent, fill in the "Caller Information" panel. This shows the Job source (Call Source) selector if the franchise user has permission to change it.
Configuring The Calls Tab
To configure the Calls Tab:
If the security group is marked as a sales agent, the "Calls'" tab can be viewed. This allows for the modification of statistics of the team stats, allowing only calls and other data associated with the franchise users' permission level.
Note: Job Details grant the ability to modify job sources.