Class of service refers to the type of call your agent is permitted to handle.
Class of services are predefined in ZaiLab software as:
- Internal (dialing through a flow)
- Local (excluding mobile)
- Local (including mobile)
- Local and international (including internal)
You allocate a class of service when you invite an agent to your organization. You can also edit class of service for members in their member tile.
To choose class of service when you invite a new member:
Step 1: From your administrator dashboard, navigate to the invitations tile on the top left-hand corner of your screen. Click the more options icon on the top right corner to open the drop-down menu. Select Add.
Step 2: Select a role for your new member and click Next.
Step 3: Select your member properties including channel, class of service, services, site and skills.
For class of service, you can choose between the pre-defined options of internal calls, local, local (including mobile) and local and international.
Finish the steps for inviting a new member as normal.
To choose class of service from inside member properties:
Step 1: From your administrator dashboard, click on your Members tile located on the bottom left-hand side of your screen.
Step 2: Click on a member to open the tile.
Step 3: In member properties, scroll to Select Class of Service. Click on the edit icon to select a class of service. Click the tick icon to confirm your selection or the cross icon to cancel.
Please note that this will only affect the member’s private flow.