Logging In To The ACD

Logging In To The ACD

Learn how to log into the ACD with this article.

After you have logged in to the Thrio system, you are ready to log in to the ACD if you are a member of an ACD queue and are available to process workitems. NOTE: You do not have to log in to the ACD in order to make direct outgoing calls from the dialer or receive incoming direct calls.

ACD Login Icon on Horizontal Navigation Bar

To log in to the ACD,click on the icon to the right of your name on the lefthand side of the horizontal navigation bar. After you have  logged in, your status appears in place of this icon. 

Login PopUp Sections: Channels

 When you log in to the ACD, you can select what media channels you will be handling. The channels selector is the default selection shown  in the upper, lefthand corner of the popup. The checkboxes to the right of each selection allow you to enable each media type. When you  are done with your selections, press"OK" at the bottom of the popup. 

Login PopUp: Channels Description

  • Chat  By clicking the checkbox next to "Chat,"you will enable chats for the queue you participate in.
  • Email  By clicking the checkbox next to"Email," you will enable emails for the queue you participate in.
  • Voice  By clicking the checkbox next to  "Voice," you will enable voice calls for the queue you participate in.

NOTE: Depending on how your authorities or class of service has been set by the administrator, you may not see every media type listed here.  

Login PopUpSections: Queues

When you log in to the ACD, you can also select what media channels you will be handling. The queues selector is the second choice shown below the channels selector. Thecheckboxes to the right of each selection allow you to indicate which queues you will be servicing while you're logged in. When you are done with your selections, press "OK" at the bottom of the popup.

The checkboxes to the right of each selection allow you to enable each queue. When you are done with your selections, press "OK"at the bottom of the popup.

Login PopUp Sections: Status

When you log in to the ACD, you can also select your status.The radio buttons to the right of each selection allow you to choose your availability. When you are done with your selections, press "OK" atthe bottom of the popup. You can also change status after login with the status icon in the upper, lefthand corner of the screen.

Login PopUp: StatusDescription

  • Available By setting yourself to "Available," you'll receive workitems from the ACD queues you're logged in to.
  • Busy  By setting yourself to "Busy," you will NOT receive workitems from the ACD queues you're logged in to.
  • Lunch Break  By setting yourself to "Lunch Break,"you will NOT receive workitems from the ACD queues you are logged in to. It is essentially the same as saying you're busy  but giving a reason that can be tracked in KPI reports and shown in the company directory.
  • Meeting  By setting yourself to "Meeting,"you will NOT receive workitems from the ACD queues you are logged in to. It is essentially the same as saying you're busy but giving a reason that can be tracked in KPI reports and shown in the company directory.
  • Short Break  By setting yourself to "Short Break,"you will NOT receive workitems from the ACD queues you are logged in to. It is essentially the same as saying you're busy but giving a reason that can be tracked in KPI reports and shown in the company directory.

After Login to ACD:Set to Available

Your availability status after login can be automatically set to "available" in the settings widget. In this example it is set to put the agent into available status after login.

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.