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Overview

In Z360, configuring agent profiles and setting their weekly availability ensures smooth scheduling and effective communication. This guide will show you how to input agent details and set up their availability schedule, enabling efficient task management and proper workload distribution.

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Set Up Agent Information

  • Navigate to Agent Section
    Click on the Agent section in your Z360 dashboard to manage agent details.
  • Select Agent Profile
    Click the agent’s name to open their profile and start editing their information.

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Edit Agent Details

  • Access Z360 Details
    Click on the Business Name field to update the agent’s business name information.
  • Select Email Address
    Click the Email Address field to review or update the agent’s email address.
  • Select Phone Number
    Click the Phone Number field to verify or modify the agent’s contact number.
  • Open Website Link
    Click the Website URL field to update the agent’s business website link.
  • Choose Software Category
    Click the Business Type field to specify the agent’s area of expertise (e.g., sales, customer support).
  • Select Year Established
    Click the Year Established field to enter the year the agent’s business or team was established.
  • Select Address
    Click the Address field to confirm or update the business location details.
  • Review Company Description
    Click the Company Description field to read or edit a brief overview of the agent’s business.
  • Add Introduction Script
    Click the Introduction Text field to input a greeting or introduction script for the agent to use when engaging with clients.
  • Save Agent Changes
    After making the necessary changes, click Save Changes to apply all updates.

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Set Agent Availability

  • Open Scheduling Tab
    Click the Scheduling tab to configure the agent’s weekly availability settings.
  • Select Time Zone
    Click the Time Zone option to set the agent’s time zone, ensuring the availability times align with their location.
  • Change Time Format
    Toggle to switch between 12-hour or 24-hour time formats based on your preference.
  • Toggle Availability for Days
    Click the toggle to turn on availability for specific days of the week. Then, set the available hours for that day.
  • Select Start Time
    Click Select Start Time to define when the agent’s availability begins for that day.
  • Select End Time
    Click Select End Time to define when the agent’s availability ends for that day.

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Manage Weekly Availability

  • Open Actions Menu
    Click the Actions button to access additional scheduling options, such as copying availability across multiple days.
  • Apply Schedule to Days
    Click Apply on Following Days to extend the same availability schedule across multiple days.
  • Save Scheduling Changes
    Once you’ve configured the agent’s weekly availability, click Save Changes to finalize and store the schedule.

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Tips

  • Update Agent Info Regularly: Ensure that the agent’s profile details, including business information, are kept up to date.
  • Set Clear Availability: Defining clear working hours for each agent ensures there’s no confusion regarding availability and helps with task assignments.
  • Use Time Zones: Make sure to set the correct time zone for agents in different regions to avoid scheduling errors.
  • Plan for Breaks: Don’t forget to factor in breaks or non-working hours when setting up the availability schedule.
  • Review Availability Weekly: Regularly review and update the agent’s availability to adapt to changes in workload or shift schedules.