Setting Up Support Centers for Support Representatives

 

You can use support centers for assigning support representatives to different areas within a single iSupport installation. For example, you could set up support centers for geographic areas such as West Coast and East Coast, or for functional areas such as external and internal support. If a support representative is assigned to a support center, the time-zone for that support center will be used in hours of operation calculations for rule-based actions; if no support center is assigned, the server’s time zone will be used.

A support representative can be assigned to only one support center.  To access the Support Center entry screen, select the Support Centers tab in the Core Settings | Support Representatives screen. Then click Create.

Support Center Screen Example

Support Center Name

Enter the name of the support center.

This is the Default Support Center

Select this checkbox to use the selected support center as default when you create Support Representative records.

Time Zone

Select the time zone for the support center. For all support representatives assigned to this support center, this time zone will be used in hours of operation calculations for rule-based actions.

Nonmembers/Members

Use these fields to assign support representatives to a support center. A support representative can be assigned to only one support center.

The Nonmembers field includes support representatives set up in the Support Representative screen.

  • To assign a support representative to the support center, select the support representative in the Nonmembers field and click the right arrow Right Arrow Icon  icon.

  • To remove a support representative from the support center, select the support representative in the Members field and click the left arrow Left Arrow Icon  icon.