The Usernames Settings button is for updating different username related functions affecting login access and settings. 


On your admin panel under Callers, find the option for Username Settings.


Instructions




This page has three sections:


  1. Change Username Slug
  2. Maximum Wrap-Up time in seconds
  3. Additional Comments or Instructions


Additionally, we offer a blank for comments or instructions to help clarify your request as needed or to provide instructions for a request not covered with options 1 or 2.



Change Username Slug 



The Username Slug is the base format for the usernames assigned to the service. This username set can be used on multiple services.


Examples:


  • "cd1staff" slug generates usernames cd1staff1, cd1staff2, cd1staff3 and so on
  • "cadems" slug generates usernames cadems1, cadems2, cadems3, and so on
  • "unityteam" slug generates usernames unityteam1, unityteam2, unityteam3 and so on


NOTE: Since the usernames are numbered, your username slug cannot end with a number.


The login page produces the username set that has access to services that share that username set and login page. 


Example of claiming a username. Usernames can have access to multiple services in the LiveVox Agent Sign In. 




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Changing Maximum Wrap-up Time



The "Wrap-Up time" is the time between ending a call and moving on to the next call. This count, measured in seconds, starts when the current call disconnects from the current voter/target - whether the voter/target hangs up the phone or the caller disconnects the call with the "End Call" button. This count finishes when either the caller selects a call result code from the left side of the screen, or when the maximum time defined with this option is reached and the caller is logged out.

The default settings is 120 seconds of "Wrap-Up time" which allows calling agents two full minutes between each call to consider, find, and select the best call result code, to add optional data collected, and to note specific voter/target information such as the phone number dialed in case of list questions raised during the call.


Shorter "Wrap-up times" drive higher call volume and productivity in results collected. Longer wrap-up times provide more flexibility for the callers.


When the chosen "Wrap-Up time" limit is reached, callers are logged out of the system - encouraging them to seek assistance if needed, and saving system resources for callers who are remaining active.


TIP: We recommend keeping the wrap up time short and training callers to do actions live on a call (RSVPing someone to an event, writing down notes, etc.) instead of taking time after a call to do actions.  In our organizing experience, if a voter/target is not willing to stay on the phone while you enter their information into a form, they were not a real "Yes" to begin with and were just saying what the caller wanted to end the call. 


TIP: "Wrap-up time" should not be used as "break time" - callers should instead select the best call result code and choose the "not ready" option in the confirmation box before taking a break.


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Additional Comments



Add notes or additional instructions if these options don't fit your needs.  Examples of needs could include:


  • Adding a second set of usernames to an existing service for a different calling team.
  • Temporarily disabling a set of usernames until signaling us to re-enable them to limit access to a calling service for different strategic needs
  • Removing a set of usernames when multiple sets of usernames have access to the calling service


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