Scale¶
The visual Scale editor is a tool for the supervisor (or administrator) to create and edit the values of number series applied across the FrontStage system.
The editor can be found in FrontStage administration, section . You need the EditScale role.
The running editor displays a list of all existing values of the number series. The list is filled with the result of the data query. Its ID is set in the ScaleAdminQueryId configuration parameter.
In the upper right corner there are buttons for interacting with the records:
Create - Displays a dialog for creating a new record.
Delete - Deletes the marked records in the list.
Save
Note
The series created by this editor can be found in the database table Scale
How does it work?¶
Think of a number series as a set of values that you can assign to certain objects in the system that are governed by that value. A typical example might be the skill level for an agent. You can influence the range and step of these values. Each defined value can be part of multiple ranges. So you can create a completely unique series for each object, or have one common to all, or the series can share only some values between them.
The value representation¶
When creating a value, you set its numeric and verbal representations. Both of these appear differently across the system.
Important
The verbal representation of the value is not localizable, so if your system supports multiple languages at once, choose a name that is readable by all.
For example, consider the value “High”, which is part of the numeric series.
Visual editor definition:
How it’s displayed:
Verbally in the Inbound Calls visual editor
Numerically in the Agents visual editor
Part of the series¶
For a value to be part of a series for a specific object, you must enable it. In its details, you can find switches for this purpose:
The As skill and As proficiency switches allow the value to be set as proficiency and skill of the agent.
The As priority switch enables the value to be set as a processing priority. In addition, the switches below filter the objects for which this value will be available in their editor:
As voice - Inbound and outbound calls
As message - Emails and SMS
As chat - Webchat and social media messages
As issue - Issues and tasks
Example¶
Setting the value to be offered as Priority for SMS.
Settings:
Selecting a value in TeamsClient:
