Process Settings
The Process Settings section allows Supervisors to view and manage configurations for all campaigns and users under a specific process.
It consists of several tabs, each designed for a specific administrative or monitoring function.
Navigation Path:
From the sidebar, the Supervisor can click on any Process to open its Process Settings panel.
Below is an overview of all available tabs:
1. Manage Lead
The Manage Lead tab is available for all processes that include at least one campaign type - Voice, Chat, or Interaction (Email).
Supervisors can use this tab to:
- View, filter, and manage customer leads associated with campaigns.
- Search for specific leads using defined parameters.
- Modify lead details, assign ownership, or initiate follow-up actions directly from the interface.
2. Users
The Users tab enables Supervisors to manage and update information related to the users (agents) assigned under their supervision.
Within this tab, Supervisors can:
- View a list of all assigned users within the selected process.
- Edit user details (such as skill group, status, or extension).
- Manage user availability or temporarily disable access as needed.
3. Color Configuration
The Color Configuration tab allows Supervisors to customize the color codes associated with different Break Reasons for users within the campaigns of the selected process.
This feature helps Supervisors quickly visualize agent states in real time — for example:
- Green for Ready
- Red for Break
- Yellow for After Call Work
Consistent color coding ensures easier monitoring and quicker identification of agent status changes.
4. DNC (Do Not Call)
The DNC tab is available only for processes containing Voice Campaigns.
It is not visible for processes that include only Chat or Email (Interaction) campaigns.
Supervisors can use this tab to:
- View, add, or remove phone numbers from the Do Not Call list.
- Ensure compliance with regulatory and organizational calling restrictions.
- Prevent outbound calls to restricted or blacklisted contacts.
5. Blacklist
The Blacklist tab operates at the Process Level.
If a Supervisor blacklists a contact, it will apply only within that process — it will not affect contacts in other processes.
This tab contains two sub-tabs for streamlined management:
- Add to Blacklist — to manually enter or import contacts to be blocked.
- View Blacklist — to review and manage already blacklisted numbers.
Supervisors can use this feature to maintain data hygiene and prevent repeated contact attempts to problematic or restricted numbers.
✅ Summary
Tab Name | Availability | Purpose |
|---|---|---|
Manage Lead | Voice, Chat, and Interaction Campaigns | Manage and edit lead information. |
Users | All Campaign Types | Manage users assigned under the process. |
Color Configuration | All Campaign Types | Configure colors for agent break reasons. |
DNC | Voice Campaigns Only | Manage the Do Not Call list. |
Blacklist | All Campaign Types | Blacklist contacts at the process level. |