How can I add states for eligibility for an Agent?

Subject

Applies to: Administrator
Purpose: How to set eligible states for an agent
Location in Ricochet: Management > Agents

Description

The instructions in this article require Administrator permission

This instruction describes how to add/remove states an agent can call out to through the automated dialing queues.  

Resolution

Non-Administrators do not have the access to follow these instructions and should open a ticket.

To add/remove states for eligibility for an Agent, navigate to Manage --> Agents, click Edit for the user you wish to modify, and in the "States and Permissions" section, your options are:

1. Check the box for All States which will allow the agent to call out to any lead in any state through the automated dialing queues.

2. Leave the "All States" unchecked and select individually the specific state or states the agent should be able to call out to through the automated dialing queues.

There is also an option to select All States, specific states, or mirror global state eligibility for Campaign Queue Calls.  Choose the option desired, scroll down and click Save.

1. Open Management, then Agents. Every user in your company is listed here. Find the agent you want to change and click the pencil on their row.

2. The part you want is on the right, under States and Permissions. The first control is State Eligibility, and All states is ticked, which lets the agent call out to leads in any state through the automated dialing queues.

3. To limit them, untick All states. A state picker appears just underneath.

4. Open the picker. Every state is listed by its two-letter code. Click each state the agent is licensed for, and it is added to the field.

5. Just below it, State Eligibility for Campaign Queue does the same for campaign queue calls, with three choices: All states, Same as global state eligibility — which mirrors the setting above — or Choose states.

6. Scroll down and click Save.