Auxiliary Mapping

Agents are responsible for setting their status in the dashboard. Status on dashboard operator is to describe Agent’s real-time condition, where this status is to determine the availability of Agents can handle the ticket or not. Agents are able to change a status directly from a dashboard view.

This feature allows you to create the Agent status, so the status can displayed on Agent's dashboard. In fact, the only time an agent’s status changes is when they manually change it in the dashboard. 3Dolphins provides two default status values :

1. Available

2. Not Available

Ticket can be assigned automatically to Agent only if the status is ‘Available’. But in this feature, you can customize the status according to Agent's condition.

Go to Customer Service menu and click the Auxiliary Mapping menus, then you will see a auxiliary mapping page such as images below.

Auxiliary Mapping