Purpose
The Operations Management (Operasyon Yönetimi) module is the management area where projects, queues (call queues), users, profiles, statuses, result codes, tags, automations, quality forms, the directory, shifts, the blacklist, and training are managed. Through this module the operational structure is built, user permissions are set, agent working statuses are defined, result codes are managed, and the classification fields used in reporting are prepared.
Menu Path
Main menu → Operations Management (Operasyon Yönetimi)
Tabs Within the Module
Tab | What it is for |
Project Management (Proje Yönetimi) | The area where project and queue definitions are made. |
User Management (Kullanıcı Yönetimi) | The area where user (agent), extension, and profile permissions are managed. |
Statuses (Durumlar) | The area where agent statuses are defined. |
Result Codes (Sonuç Kodları) | The area where result codes for call, product, or written-channel operations are defined. |
Tags (Etiketler) | The area where tags used to classify call or customer records are managed. |
Automation (Otomasyon) | The area where alarm and scheduler rules are created. |
Quality Form (Kalite Formu) | The area where call evaluation forms are managed. |
Directory (Rehber) | The area where the corporate contact directory is managed. |
Shifts (Vardiyalar) | The area where agent shift plans are created. |
Blacklist (Kara Liste) | The area where numbers to be excluded from calls or SMS are managed. |
Training (Eğitim) | The area where training content is listed and managed. |
Project Management Screen
Purpose
The Project Management (Proje Yönetimi) screen lets operations be separated by project and lets queues (call queues) be configured under each project. The screen consists of two panels: the Projects (Projeler) panel on the left lists the defined projects, and the Queues (Kuyruklar) panel on the right lists the queues linked to the selected project or to all projects.
Menu Path
Operations Management → Project Management (Proje Yönetimi)
Usage Steps — Creating a New Project
Open the Operations Management → Project Management screen.
In the Projects panel on the left, click the + button.
Fill in the fields in the Add Project (Proje Ekle) window that opens.
Click Save (Kaydet). To cancel, use the Cancel (Vazgeç) button.
Usage Steps — Updating or Deleting a Project
To update or delete a project, open the three-dot menu of the relevant project in the Projects panel; choose Edit (Düzenle) to update or Delete (Sil) to remove it.
Field Descriptions — Add Project
Field | Description | Required? |
Project Name (Proje Adı) | The name of the project to be created. | Missing Info / To Be Completed |
Profile (Profil) | The default permission profile to be assigned to the project. | Missing Info / To Be Completed |
Available Break Time (min) (Kullanılabilir Mola Süresi) | The total daily break time agents can use for this project. | Missing Info / To Be Completed |
Points to Note
When a profile is assigned to a project, users who log in to that project may inherit the permissions of that profile. If a project has a related queue or user, the project cannot be deleted; if a project cannot be deleted, the queue and user relationships linked to it must be removed first.
Queues (Call Queue) Management
Purpose
A queue is the call sequence that distributes incoming or outgoing calls to agents according to a specific rule (strategy). Queues are managed from the right panel of the Project Management screen.
Menu Path
Operations Management → Project Management → Queues (Kuyruklar) (right panel)
Usage Steps — Creating a New Queue
Open the Operations Management → Project Management screen.
In the Queues panel on the right, click the + Add (+ Ekle) button.
Fill in the fields in the Add Queue (Kuyruk Ekle) window that opens.
Click Save (Kaydet) to create the queue.
Usage Steps — Assigning an Agent to a Queue
An agent (user) is assigned to a queue in two ways. The first way is via the queue: on the Add/Edit Queue screen, agents are selected in the Agent (Temsilci) field. The second way is via the user: on the User Management → Add/Edit User form, queues are selected in the Queues (Kuyruklar) field.
Field Descriptions — Add Queue
Field | Description |
Project (Proje) | The project the queue will be linked to. |
Queue Name (Kuyruk Adı) | The name shown on agent screens and in transfer areas. |
Profile (Profil) | Used to define a permission profile specific to the queue. |
Dial Mode (Arama Modu) | Specifies the queue's dial mode, such as manual or distribution. (Option list: Missing Info / To Be Completed) |
Queue Number (Kuyruk Numarası) | The internal number of the queue; used in transfers. |
Queue Strategy (Kuyruk Stratejisi) | Determines by which rule calls are distributed to agents. (Strategy options: Missing Info / To Be Completed) |
Type (Tipi) | Specifies the queue's channel type: voice, written, or other. |
Channel Weight (Kanal Ağırlığı) | In written channels, determines the number of simultaneous conversations an agent can handle at once. |
Agent Timeout (sec) (Temsilci Zaman Aşımı) | The ring duration of the call on an agent. |
After Call Work (sec) (Çağrı Sonrası Süre) | The ACW (After Call Work) value defined for the agent after the call ends. |
Position Announcement (Pozisyon Anonsu) | Determines the position-in-queue or queue-exit announcements. |
Announcement Frequency (sec) (Anons Sıklığı) | Determines how often the position announcement repeats. |
Priority (Öncelik) | The queue's priority relative to other queues. |
Queue Exit Target (Kuyruk Çıkış Hedefi) | The target the call is routed to when it exits the queue. (Target types: Missing Info / To Be Completed) |
Hold Music (Bekleme Müziği) | The music played to the customer waiting in the queue. |
Queue Timeout (sec) (Kuyruk Zaman Aşımı) | The timeout value applied if the customer waits in the queue longer than this duration. |
Service Level (Servis Seviyesi) | The target answer time used in reporting. (Format/example: Missing Info / To Be Completed) |
Skill Group (Yetenek Grubu) | Determines the skill group the queue is linked to. (Skill group definition and where it is created: Missing Info / To Be Completed) |
Auto Answer (Otomatik Yanıt) | Lets the call open automatically without being manually answered by the agent. |
Agent (Temsilci) | Determines the agents to be assigned to the queue. |
Result Codes (Sonuç Kodları) | Determines the result codes to be used in the queue. |
Queues Three-Dot Menu
In the three-dot menu of the Queues panel, Import (İçeri Aktar) loads queue data from a file into the system, Export (Dışarı Aktar) exports the queue list, and Queue Group (Kuyruk Grubu) combines several queues under a single group. Queue groups are used to manage queues collectively on reporting and monitoring screens.
Points to Note
Assigning an agent to a queue is not done from the "Agents (Temsilciler)" screen under the Tools menu; that screen is only for real-time intervention and monitoring of active agents. Agent assignment is done only from the "Agent (Temsilci)" field on the Add Queue screen or the "Queues (Kuyruklar)" field on the Add User screen. If an agent is not receiving calls, check that the agent is assigned to the relevant queue and that their status is Available. Result codes defined for a queue may take priority over the result codes in the user's profile.
User Management Screen
Purpose
The User Management (Kullanıcı Yönetimi) screen is the area where system users (agents), extension information, and permission profiles are managed. The screen consists of two panels: the Profiles (Profiller) panel on the left lists permission profiles, and the Users (Kullanıcılar) panel on the right lists users.
Menu Path
Operations Management → User Management (Kullanıcı Yönetimi)
Usage Steps — Adding a New User (Agent)
Open the Operations Management → User Management screen.
In the Users panel, click the add button.
On the screen that opens, choose the User (Kullanıcı) option (for someone who will log in to the system). Use the Extension (Dahili) option only for an extension-only definition. The difference between User and Extension is this: User creates an account that can log in to the system, while Extension creates only an extension-number definition.
Fill in the fields in the form.
Click Save (Kaydet).
Field Descriptions — Add User
Field | Description | Required? |
First Name (Adı) | The user's first name. | Missing Info / To Be Completed |
Last Name (Soyadı) | The user's last name. | Missing Info / To Be Completed |
Username (Kullanıcı Adı) | The name used to log in to the system. | Missing Info / To Be Completed |
Password (Parola) | The user's login password. | Missing Info / To Be Completed |
Extension (Dahili) | The extension number to be assigned to the user. | Missing Info / To Be Completed |
Email (E-Posta) | The user's email address. | Missing Info / To Be Completed |
Phone (Telefon) | The user's phone information. | Missing Info / To Be Completed |
National ID (TCKN) | The user's national ID number (T.C. Kimlik Numarası) field. | Missing Info / To Be Completed |
Description (Açıklama) | A field for notes about the user. | No |
Integration Info (Entegrasyon Bilgileri) | The field for the user's integration data. | Missing Info / To Be Completed |
Projects (Projeler) | Determines the projects the user can work on. | Missing Info / To Be Completed |
Profile (Profil) | Determines the user's permission profile. | Missing Info / To Be Completed |
Queues (Kuyruklar) | Determines the queues the user will be part of. | Missing Info / To Be Completed |
Priority (Öncelik) | Determines the user's priority in call distribution. | Missing Info / To Be Completed |
Active (Aktif) | Lets the user log in to the system. | — |
Show on Agents Screen (Temsilciler Ekranında Göster) | Lets the user appear in the agent list. | — |
Users Table Fields
Field | Description |
Username (Kullanıcı Adı) | The user's name and information in the system. |
Projects (Projeler) | Shows the projects the user is authorized for. |
Extension (Dahili) | The extension number assigned to the user. |
Status (Durum) | Shows the user's system status such as active or new. |
Priority (Öncelik) | Shows the priority rate in call distribution. |
Action Menu (İşlem Menüsü) | Provides access to row-level editing and other operations. |
Points to Note
Which queues a user belongs to is set from the Queues (Kuyruklar) field on the user form. A user can receive permissions through more than one profile or project. For the user to log in to the system the "Active (Aktif)" field must be checked, and for the user to appear in the agent list the "Show on Agents Screen (Temsilciler Ekranında Göster)" field must be checked.
Profile (Permission) Management
Purpose
A profile is the permission group that determines which screens, modules, and records a user can access. Profiles are managed from the left panel of the User Management screen.
Menu Path
Operations Management → User Management → Profiles (Profiller) (left panel)
Usage Steps — Creating a New Profile
Open the Operations Management → User Management screen.
In the Profiles panel on the left, click the + button.
Enter the profile information on the Add Profile (Profil Ekle) screen.
Select the required permissions from the relevant tabs.
Click Save (Kaydet).
Field Descriptions — Add Profile (top section)
Field | Description |
Profile Name (Profil Adı) | The name of the profile to be created. |
Projects (Projeler) | The projects the profile will be linked to. |
Queues (Kuyruklar) | The queues the profile will be associated with. |
Users (Kullanıcılar) | The users the profile will be assigned to. |
Permission Selection Tools
On the Add Profile screen, the Search (Arama) tool searches quickly among the permissions in the selected tab, Select All (Tümünü Seç) selects or clears all permissions in the relevant section at once, and the Info Icon (Bilgi İkonu) explains what a permission does when hovered over.
Permission Tabs
On the Add Profile screen, permissions are grouped into these tabs: Menu (Menü) (screen/module access), CRM (CRM operation permissions), Other (Diğer) (additional permissions), Written Channel (Yazılı Kanal), Report (Rapor), and record-based tabs (Status, Result Code, Queue, IVR, Directory, Dial Plan, Written Channel Providers). In the record-based tabs, which records the profile can use are determined with checkboxes.
Points to Note
The menus a user can see change according to the permissions given in their profile; if a user cannot see a screen, check that the relevant menu permission is checked in their profile. To access the Reports screen, in addition to the "Reports (Raporlar)" permission on the Menu tab, the relevant report permissions must also be granted on the Report tab. When two profiles conflict for the same permission, which permission prevails: Missing Info / To Be Completed.
Menu Permissions (Reference)
Purpose
The permissions on the Menu tab determine which main screens and modules a user can access. Permissions are divided into the Agent, Tools, Operations Management, System Management, and Settings categories. In the tables below, each permission is described as "what is accessed when this permission is granted"; if a permission is not granted, the relevant screen cannot be accessed.
Menu Path
Operations Management → User Management → Profiles → Add/Edit Profile → Menu (Menü) tab
Agent Category
Permission | When this permission is granted |
CRM | Access to the CRM (Customer Relationship Management) screen where customers are uploaded and managed. |
Calendar (Takvim) | Access to the screen where agent appointments are viewed and managed. |
Email (E-Posta) | Access to the screen where incoming mail of the registered email address is viewed and mail can be sent. |
Tasks (Görevler) | Access to the screen where tasks are tracked. |
Written Channel (Yazılı Kanal) | Access to the screen where chats from written channels are reached and answered. |
Tools Category
Permission | When this permission is granted |
Call Analysis (Çağrı Analizi) | Access to the Call Analysis tab. |
Call Monitoring (Çağrı İzleme) | Access to the screen where active calls are monitored in real time. |
Call Records (Çağrı Kayıtları) | Access to the screen where voice records are listened to and written-channel conversations are held. |
Task Board (Görev Panosu) | Access to the screen where tasks are tracked on a board. |
Target Management (Hedef Yönetimi) | Access to the screen where targets are set for agents and tracked. |
Auto Dial (Otomatik Arama) | Access to the auto-dial screen where campaigns are managed. |
Dashboard (Pano) | Access to the screen where call-tracking dashboards are created. |
Appointments (Randevular) | Access to the screen where agent appointments are viewed and managed. |
Reports (Raporlar) | Access to the Reports screen (authorization from the Report tab is also required). |
Agents (Temsilciler) | Access to the screen where real-time intervention and monitoring of agents is done. |
Bulk Send (Toplu Gönderim) | Access to the screen where bulk SMS, WhatsApp, or email is sent. |
Written Channel Settings (Yazılı Kanal Ayarları) | Access to the screen where written-channel configurations are made. |
Operations Management Category
Permission | When this permission is granted |
Statuses (Durumlar) | Access to the screen where agent statuses are created. |
Blacklist (Kara Liste) | Access to the screen where numbers can be blocked. |
Profiles (Profiller) | Access to the screen where permission profiles are managed. |
Result Codes (Sonuç Kodları) | Access to the screen where result codes are created and managed. |
Tags (Etiketler) | Access to the screen where tags are created. |
User Management (Kullanıcı Yönetimi) | Access to the screen where users are created and managed. |
Project Management (Proje Yönetimi) | Access to the screen where projects and queues are managed. |
Automation (Otomasyon) | Access to the screen where alarms or schedulers are created. |
Directory (Rehber) | Access to the screen where contacts are added to the directory. |
Shifts (Vardiyalar) | Access to the screen where shifts are managed. |
Quality Form (Kalite Formu) | Access to the screen where quality forms are created. |
System Management Category
Permission | When this permission is granted |
Announcements (Anonslar) | Access to the screen where voice announcements are created and managed. |
Dial Plan (Arama Planı) | Access to the screen where lines are linked to queues for outbound calls and routes are created for extensions. |
IVR | Access to the screen where IVR (Interactive Voice Response) structures are created and managed. |
Recording Management (Kayıt Yönetimi) | Access to the screen where screen recordings are managed. |
Line Management (Hat Yönetimi) | Access to the screen where lines are added to the system and grouped. |
Routing (Yönlendirmeler) | Access to the screen where numbers are matched with targets in the system. |
Time Condition (Zaman Koşulu) | Access to the screen where time conditions are managed. |
Settings Category
Permission | When this permission is granted |
API Keys (API Anahtarları) | Access to the screen where keys used in API requests are created. |
Integrations (Entegrasyonlar) | Access to the screen where integration with other applications is done. |
Providers (Sağlayıcılar) | Access to the screen where the providers used in the application are created. |
Voice Export (Ses Export) | Access to the screen where voice records are exported in bulk. |
CRM Permissions (Reference)
Purpose
The permissions on the CRM tab determine, per profile, the operation and viewing permissions on the CRM screen. Some permissions may be marked as restricted/special for more sensitive operations. If a CRM permission is not granted, the relevant operation or view is closed for the agent.
Menu Path
Operations Management → User Management → Profiles → Add/Edit Profile → CRM tab
Permission Descriptions
Permission | When this permission is granted |
Headers (Başlıklar) | Column headers in the customer list can be edited. |
Listen to CRM Voice Record (CRM Ses Kaydı Dinleme) | Conversation voice records in the call history on the customer card can be listened to. |
Add Extra Data (Ekstra Data Ekleme) | Extra data can be added to the customer via the Add button on the customer card. |
Excel Customer (Excel Müşteri) | General customer information can be exported as Excel. |
Excel Phone (Excel Telefon) | Phone information together with general customer information can be exported as Excel. |
Excel Product (Excel Ürün) | Product information together with general customer information can be exported as Excel. |
Filters (Filtreler) | The filtering screen can be used in the customer list. |
Past Activities (Geçmiş Aktiviteler) | Access to the area showing the customer's system actions, SMS messages, and notes. |
Do Not Change Message Text (Mesaj Metni Değiştirmesin) | When sending SMS, only defined templates can be sent; the text cannot be changed. |
Add Customer (Müşteri Ekleme) | A new customer record can be added to the customer list. |
Update Customer (Müşteri Güncelleme) | Existing customer information can be updated. |
Hide Customer No (Müşteri No Gizle) | Phone numbers are shown masked. |
Show Note Detail (Not Detayını Göster) | Notes in the call history are shown openly; without this permission, notes appear as an icon and open in a pop-up when clicked. |
See Passive Records (Pasif Kayıtları Gör) | Customer data that has been set to passive becomes visible. |
Listen Only to Own Calls (Sadece Kendi Çağrılarını Dinle) | (Depends on Listen to CRM Voice Record) The agent listens only to their own conversations. |
Show Only Own Customers (Sadece Kendi Müşterileri Göster) | The agent sees only customers assigned to them. |
Script | The script screen opens automatically with the call. |
Send SMS (SMS Gönderim) | SMS can be sent to the numbers on the customer card. |
Show National ID (TCKN Göster) | The national ID mask is removed and shown openly. |
View Single Customer Card (Tek Müşteri Kartı Görüntüle) | Only one customer card can be open at a time. |
Show Phone Detail (Telefon Detayını Göster) | The call history opens automatically. |
Edit Phone (Telefon Düzenle) | The registered phone number can be edited. |
Delete Phone (Telefon Sil) | The registered phone number can be deleted. |
View All Files (Tüm Dosyaları Görüntüle) | All files and documents on the customer card can be viewed. |
View All Logs (Tüm Logları Görüntüle) | The call history from all projects becomes visible; without this permission, only the history of the logged-in queues is shown. |
Products (Ürünler) | The product information on the customer card can be viewed. |
Get Customers by Authorized Queue (Yetkili Kuyruğa Göre Müşterileri Getir) | Customers uploaded to the queues the agent is authorized for are shown. |
Management (Yönetim) | Access to areas such as bulk data upload and update. |
Other Permissions (Reference)
Purpose
The permissions on the Other tab determine additional permissions belonging to different modules (AI assistant, transcript, dialer buttons, announcements, messages, etc.).
Menu Path
Operations Management → User Management → Profiles → Add/Edit Profile → Other (Diğer) tab
Permission Descriptions
Permission | When this permission is granted |
View AI Assistant (AI Asistanı Görüntüle) | Access to the area where tickets are created for technical teams and help is received from the AI assistant. |
Cannot Change Survey Status (Anket Durumunu Değiştirememe) | Access to the button (shown during the call) that sends the customer to the survey. |
Listen to Call History Voice Record (Çağrı Geçmişi Ses Kaydı Dinleme) | The voice record of quality-evaluated calls in the call history on the agent dashboard is listened to. |
Call Confirmation (Çağrı Onaylama) | A confirmation screen appears before starting a manual call. |
Dialer Daily Contact (Dialer Günlük Temas) | Access to the button that makes calls closed from daily contact re-dialable. |
Dialer Total Contact (Dialer Toplam Temas) | Access to the button that makes calls closed from total contact re-dialable. |
Dialer Not-Yet-Due (Dialer Zamanı Gelmeyenler) | Access to the button that makes not-yet-due calls instantly dialable. |
Announcement (Duyuru) | An announcement can be made from the Agents screen. |
Real-Time Transcript (Gerçek Zamanlı Transkript) | The conversation is transcribed with AI during the call (button shown during the call). |
View IVR Keypresses (IVR Tuşlamalarını Görüntüle) | The customer's pre-call IVR keypresses and variables are viewed (button shown during the call). |
Second Line (İkinci Hat) | The second line can be used. |
Missed Call Details (Kaçan Çağrı Detayları) | Missed calls are shown in the queue tab on the dial screen. |
Record Listen Log (Kayıt Dinleme Log) | A logging screen appears before listening to a call. |
Message (Mesaj) | Access to the in-system message screen on the dial screen. |
Auto Open Card (Otomatik Kart Açma) | The Customer Card or Add Customer Card opens automatically. |
Download Voice Record (Ses Kaydı İndirme) | Voice records can be downloaded. |
Update Last Result Code (Son Sonuç Kodu Güncelleme) | It is decided on a per-call basis whether the result code will be the customer's last result code. |
Result Code Breakdown (Sonuç Kodu Kırılımı) | Result codes are listed at the end of the call based on the "belongs to this customer" criterion. |
Hide Phone Numbers (Telefon Numaralarını Gizle) | Phone numbers are shown masked. |
Agent List (Temsilci Listesi) | The agent list is shown when the avatar is clicked. |
Show All Result Codes (Tüm Sonuç Kodları Göster) | All result codes are listed regardless of the call's answered status. |
View All Calendars (Tüm Takvimleri Görüntüle) | Everyone's appointments in the project are viewed on the Calendar screen. |
Written Channel Permissions (Reference)
Purpose
The permissions on the Written Channel tab determine assignment and viewing permissions in written-channel conversations. The "Assign (Ata)" permission is required to assign a chat to another agent.
Menu Path
Operations Management → User Management → Profiles → Add/Edit Profile → Written Channel (Yazılı Kanal) tab
Permission Descriptions
Permission | When this permission is granted |
Assign (Ata) | Incoming chat messages can be assigned or reassigned. |
Show Unassigned Conversations (Atanmamış Konuşmaları Göster) | Unassigned chats are shown. |
Show All Conversations (Tüm Konuşmaları Göster) | All assigned and unassigned chats appear in the All area. |
Report Permissions (Reference)
Purpose
The permissions on the Report tab determine which reports the profile can view. For a report to be viewable, the relevant report permission must be granted from this tab.
Menu Path
Operations Management → User Management → Profiles → Add/Edit Profile → Report (Rapor) tab
Report Permissions
Access to the following reports is authorized individually: Survey Results, Call Analysis Summary, Inbound Call Summary, Task Detail, Missed Call Detail, Quality Summary, Customer Scan Analysis, Result Code Detail, Agent Shift Performance, Data Summary / Dynamic Breakdown, WhatsApp Business Detail, Written Channel Summary Report, Unanswered Call Detail, Call Detail, Real-Time AI Summary, Task Summary, Quality Detail, Mail History, Classification Detail, Agent Activity, Product Action Details, Data Summary / Queue, WhatsApp Business Summary, YKb Report Card, Call Analysis Detail, Call Duration and Counts, Login / Logout, Second Line / Extension Detail, Quality Movements, After-Hours Inbound, SMS History, Agent Performance Analysis, Data Summary / Assignment, Data Summary / Upload Date, Written Channel Detail Report, YKb Kts Service Report.
Each report permission allows viewing the report on the subject named in it. For example, "Call Detail" shows detailed call reports, "Quality Summary" shows a summary of quality evaluations, and "SMS History" shows the SMS sending history.
Missing Info / To Be Completed: The meaning of the abbreviations "YKb" and "YKb Kts" and the exact content of these reports must be clarified.
Statuses Screen
Purpose
The Statuses (Durumlar) screen is used to define agents' working statuses in the system (such as Available, Break, Offline). The screen consists of two sections: the Status List (Durum Listesi) on the left lists defined statuses, and the Add Status (Durum Ekle) panel on the right is used to define a new status.
Menu Path
Operations Management → Statuses (Durumlar)
Usage Steps — Adding a New Status
Open the Operations Management → Statuses screen.
Click the + Add (+ Ekle) button.
Fill in the fields in the Add Status panel.
Click Save (Kaydet).
Field Descriptions — Add Status
Field | Description |
Category (Kategori) | The system category the status belongs to (Available, Offline, Break, InCall, Coaching). |
Status Name (Durum Adı) | The name shown on the agent screen and in reports. |
Changeable (Değiştirilebilir) | Lets the agent select this status from their own panel. |
Only Supervisor Can Change (Sadece Süpervizör Değiştirebilir) | Lets the status be assigned only by a supervisor. |
Show on Dashboard (Panoda Göster) | Lets the status be displayed separately on the dashboard. |
Transferable (Transfer Edilebilir) | Lets the agent receive an internal transfer while in this status. |
Play Sound (Ses Çal) | Plays a warning sound when switching to the status. |
Active (Aktif) | Makes the status usable in the system. |
Trigger When CRM Card Opens (CRM Kartı Açıldığında Tetikle) | Switches automatically to this status when the CRM card opens. |
Status Categories — When They Are Used
Category | Meaning / When it is used |
Available | The status in which the agent is available to receive calls. This category is required to receive inbound calls. |
Offline | The working status in which the agent is not available to receive calls. |
Break | For break-type statuses; time spent in this status is deducted from the break time. |
InCall | Expresses statuses during a call. |
Coaching (Koçluk) | Used for coaching or evaluation processes. |
Points to Note
For an agent to receive inbound calls, their status must be Available; if an agent is not receiving calls, their status should be checked first. Time spent in Break-category statuses is deducted from the break time defined in the project. The check and cross icons in the status list show whether the Changeable, Supervisor, and Active properties are on (check) or off (cross).
Result Codes Screen
Purpose
The Result Codes (Sonuç Kodları) screen is the area where codes that let call, product, or written-channel operations be closed in a standard way are defined. The screen consists of two sections: the Result Code List (Sonuç Kodu Listesi) on the left lists defined codes, and the Add Result Code (Sonuç Kodu Ekle) panel on the right is used to define a new code.
Menu Path
Operations Management → Result Codes (Sonuç Kodları)
Usage Steps — Adding a New Result Code
Open the Operations Management → Result Codes screen.
Click the + Add (+ Ekle) button.
Fill in the Category, Result Code Type, and Display Name fields.
Adjust the behavior options if needed.
Click Save (Kaydet).
Field Descriptions — Add Result Code
Field | Description |
Category (Kategori) | Determines the main class of the code: Success, Fail, Schedule, Other. |
Result Code Type (Sonuç Kodu Tipi) | Determines the usage type of the code: Call, Product, Written Channel. |
Display Name (Görünen Ad) | The name shown on the agent screen. |
Category — When It Is Used
Category | When it is used |
Success | For successfully completed operations. |
Fail | For failed or negative outcomes. |
Schedule | For planned operations such as appointments or callbacks. |
Other | For other special cases. |
Behavior Options
When a result code is selected, the following behaviors can be triggered: Ask Date, Last Result Code, Has Contact, Show on Dashboard, Clear Action Date, Send Email, Send HTTP Request, Make Note Mandatory, Contact Dialable, Set Phone Passive, Send SMS, Set Contact Passive, Mark as Answered, Themselves, Save to Calendar, Phone Dialable, Assign, Unassign, Add to Blacklist, Define Extra Time, Redial. For example, to send an automatic SMS when the result code is selected, the "Send SMS" behavior is chosen; for automatic email, "Send Email"; to prevent the agent from saving the code without entering a note, "Make Note Mandatory" is chosen.
Missing Info / To Be Completed: Where the template/target is configured in the "Send Email", "Send SMS", and "Send HTTP Request" behaviors must be explained.
Points to Note
Result codes defined for a queue may take priority over the result codes in the user's profile.
Tags Screen
Purpose
The Tags (Etiketler) screen is the area where tags used to classify call or customer records are managed. The screen consists of two sections: the Tag List (Etiket Listesi) on the left lists defined tags, and the Add Tag (Etiket Ekle) panel on the right is used to define a new tag.
Menu Path
Operations Management → Tags (Etiketler)
Usage Steps — Adding a New Tag
Open the Operations Management → Tags screen.
Click the + Add (+ Ekle) button.
Fill in the fields in the Add Tag panel.
Click Save (Kaydet).
Field Descriptions — Add Tag
Field | Description |
Tag Name (Etiket Adı) | The name of the tag to be created. |
Category (Kategori) | The category the tag belongs to. |
Queues (Kuyruklar) | Determines which queues the tag will be used in. |
Result Code (Sonuç Kodu) | The result code the tag will be associated with. |
Tag Color (Etiket Rengi) | The tag's color on screen (Primary, Secondary, Info, Success, Warning, Danger). |
Points to Note
For a tag to appear on call or customer screens, it must be associated with the relevant queues; if a tag is not visible, check whether it has been associated with the relevant queues, because a tag not linked to a queue does not appear on these screens.
Automation Screen
Purpose
The Automation (Otomasyon) screen is the area where alarm or scheduler operations based on specific conditions are created. The screen consists of two sections: the Automation List (Otomasyon Listesi) on the left lists defined automations, and the Add Panel (Ekle Paneli) on the right is used to create a new alarm or scheduler. The difference between Alarm and Scheduler is this: Alarm creates a notification or warning when a condition is met; Scheduler is used to create a scheduled operation or task.
Menu Path
Operations Management → Automation (Otomasyon)
Usage Steps — Adding a New Alarm / Scheduler
Open the Operations Management → Automation screen.
Choose a type from the Add panel: Alarm or Scheduler (Planlayıcı).
Fill in the fields.
Click Save (Kaydet).
Field Descriptions — Add Alarm
Field | Description |
Display Name (Görünen Ad) | The name of the automation. |
Alarm Type (Alarm Tipi) | Determines which user or system area the alarm runs for. |
Users (Kullanıcılar) | The users the alarm applies to. |
Target Category (Hedef Kategorisi) | The main category the alarm will check. (Category options: Missing Info / To Be Completed) |
Status (Durum) | The status information the alarm is linked to. |
Operator (Operatör) | Determines how the condition is compared. (Operator options: Missing Info / To Be Completed) |
Value (Değer) | The value used in the condition. |
Communication Type (İletişim Türü) | Determines the notification method. |
Your Message (Mesajınız) | The message shown to the user. |
Users to Notify (Bildirim Gönderilecek Kullanıcılar) | The users the notification will be sent to. |
Notify Agent (Temsilciyi Bilgilendir) | Lets a notification be sent to the agent as well. |
Quality Form Screen
Purpose
The Quality Form (Kalite Formu) screen is the area where call evaluation forms are listed and managed.
Menu Path
Operations Management → Quality Form (Kalite Formu)
Screen Content
The screen contains a search field, a + Add (+ Ekle) button, the quality form table, a row-end action menu, and pagination.
Field Descriptions
Field | Description |
Display Name (Görünen Ad) | The name of the quality form. |
Categories (Kategoriler) | Shows the number of categories in the form. |
Question (Soru) | Shows the number of questions in the form. |
Total Score (Toplam Puan) | The total score value of the form. |
Send Email to Agent (Temsilciye E-Posta Gönder) | Shows with a check (yes) / cross (no) whether the evaluation result will be emailed to the agent. |
Missing Info / To Be Completed: The steps for creating a new quality form (adding categories, adding questions, scoring) must be documented.
Directory Screen
Purpose
The Directory (Rehber) screen is the area where contact records to be used within the system are managed.
Menu Path
Operations Management → Directory (Rehber)
Usage Steps — Adding a Contact
Open the Operations Management → Directory screen.
Click the + Add (+ Ekle) button.
Fill in the Full Name, Number, Email, and Note fields.
Click Add (Ekle).
Field Descriptions
Field | Description |
Full Name (Adı Soyadı) | The contact's first and last name. |
Number (Numara) | The contact's phone or extension number. |
Email (E-Posta) | The contact's email address. |
Note (Not) | A note field about the contact. |
Shifts Screen
Purpose
The Shifts (Vardiyalar) screen is used to plan agents' working hours, break times, and leave.
Menu Path
Operations Management → Shifts (Vardiyalar)
Usage Steps — Adding a Shift
Open the Operations Management → Shifts screen.
Click the + Add (+ Ekle) button.
Fill in the Date, Start/End Time, Break Time, Users, and Agent Group fields.
Click Add (Ekle).
Field Descriptions — Shift Table
Field | Description |
Date (Tarih) | The date the shift is valid for. |
Agent (Temsilci) | The agent the shift is assigned to. |
Start / End Time (Başlangıç / Bitiş Saati) | The shift's start and end time. |
Break Time (Mola Süresi) | The break time defined for the agent. |
Lost Time (Kayıp Zaman) | The lost time relative to the planned duration. |
Paid / Unpaid Leave (Ücretli / Ücretsiz İzin) | Shows leave information. |
Points to Note
Shift records form the base data for agent performance and shift reports. If there are no records in the shift table, the message "No data available" is shown.
Blacklist Screen
Purpose
The Blacklist (Kara Liste) screen is the area where numbers that will not be called or sent SMS are managed.
Menu Path
Operations Management → Blacklist (Kara Liste)
Usage Steps — Adding a Number
Open the Operations Management → Blacklist screen.
Click the + Add (+ Ekle) button.
Fill in the Number and Description field, and set the Inbound / Outbound / SMS blocking options.
Click Add (Ekle).
Field Descriptions
Field | Description |
Number (Numara) | The phone number to be added to the blacklist. |
Description (Açıklamalar) | The description about the number. |
Inbound (Gelen) | Blocks incoming calls from this number. |
Outbound (Giden) | Blocks outgoing calls to this number. |
SMS | Blocks SMS sending to this number. |
Points to Note
For a number, inbound-call, outbound-call, and SMS blocking can be set independently of each other; for example, only SMS can be blocked while calls are allowed.
Training Module
Purpose
The Training (Eğitim) module ensures that platform users learn to use the system correctly, consistently, and in line with corporate standards. Through this module, training content (courses) is created, managed, published, and tracked by users. The purpose is to teach the correct use of platform screens, create a common usage standard across different roles, reduce operational errors and misuse risk, support quality and performance processes, and make users' training progress trackable.
Menu Path
Operations Management → Training (Eğitim)
Usage Steps — Creating a New Course (Training)
The flow for creating a new training (course) step by step:
Open the Operations Management → Training screen. Existing courses are shown on the training list screen.
Click the + Add (+ Ekle) button in the top-right corner to start creating a new course.
In the Course Info (Kurs Bilgileri) step, enter the course's basic definitions.
In the Videos (Videolar) step, add the training videos for the course.
In the Settings (Ayarlar) step, set the course's scope, target users, and exam settings.
If the exam setting is active, define the exam questions in the Questions (Sorular) step.
In the Preview and Publish (Önizleme ve Yayın) step, do the final check and publish the course with Submit.
Field Descriptions — Course Info
Field | Description |
Course Title (Kurs Başlığı) | The name of the training as it will appear in the system. |
Tag (Etiket) | The tag used to classify the training (for example Basic, Certified). |
Description (Açıklama) | A short, descriptive definition of the training. |
Course Photo (Kurs Fotoğrafı) | The image representing the training. |
Field Descriptions — Videos
To add a training video to the course, the Videos step is used; multiple videos can be added to one course, and the + Add (+ Ekle) button is used to add a new video.
Field | Description |
Video Title (Video Başlığı) | The video's name. |
Description (Açıklama) | Brief information about the video content. |
YouTube URL | The video link. |
Field Descriptions — Settings
In the Settings step, the course's target audience, visibility, and exam structure are set. The Project (Proje) field sets the project the course will be linked to, the Agent (Temsilci) field sets the user or role the course will be assigned to, and the Confirmation Message (Onay Mesajı) field sets the message the user sees upon completing the training.
Setting | When activated |
Will there be a certificate? (Sertifika olacak mı?) | The certificate process is triggered when the course is completed. |
Will it appear in the library? (Kütüphanede gözükecek mi?) | The course is listed in users' training library. |
Will there be an exam? (Sınav olacak mı?) | An exam is added to the course. |
When the "Will there be an exam? (Sınav olacak mı?)" option is activated, the Exam Duration (minutes) (Sınav Süresi) and Exam Passing Score (out of 100) (Sınav Geçme Puanı) fields appear, and the Questions (Sorular) step is automatically added to the flow.
Field Descriptions — Questions
The Questions step is shown only if the "Will there be an exam?" option is active, and in this step exam questions and answer options are defined. The question text is entered in the Question (Soru) field, options such as Answer A / Answer B are added in the Answer Options (Cevap Seçenekleri) field, and the Correct Answer (Doğru Cevap) is set with the checkbox next to the option. + Add Option (+ Seçenek Ekle) is used to add a new answer and + Add Question (+ Soru Ekle) to add a new question.
Preview and Publish
The Preview and Publish step is the final check screen before the course is published. In this step the course content and videos are previewed, the description and video list are checked; if there is nothing missing, the course is published with Submit.
Training List Action Menu
The three-dot menu at the right of each course row in the training list provides quick access to operations on the course.
Operation | What it does |
Edit (Düzenle) | Updates existing course information. |
Delete (Sil) | Removes the relevant course from the system. |
Assign Training (Eğitim Ata) | Assigns the course to specific users, agents, or groups. |
Training Conditions (Eğitim Koşulları) | Defines the conditions and assignment criteria for the training. |
Show Data (Verileri Göster) | Shows the records and related data belonging to the training. |
How Trainings Appear on the User Side
Users view trainings assigned to them or published in the library from the Profile → Training (Profil → Eğitim) tab. The training status cards at the top of the profile page (Pending Training (Bekleyen Eğitim), Overdue Training (Gecikmiş Eğitim), Completed Training (Tamamlanan Eğitim)) summarize the user's training progress.
In the Training Library area, the trainings the user has access to are listed; if there is no training, the message "Course Not Found (Kurs Bulunamadı)" is shown. Users can view their trainings with the All, System, Assigned, Continue, Completed (Tümü, Sistem, Atanmış, Devam Et, Tamamlanmış) filters and can search by training name with the Search Course (Kurs Ara) field.
My Certificates
Users who complete certified trainings view their certificates from the My Certificates (Sertifikalarım) area. Certificates are created only for trainings where the certificate setting is active.
Points to Note
For a course to appear in users' training library, the "Will it appear in the library?" setting must be active. A certificate is created only for trainings where the "Will there be a certificate?" setting is active. The Questions step appears only when the "Will there be an exam?" setting is activated; if the exam setting is off, this step does not appear in the flow.
Common Screen Elements
Purpose
Most screens in the Operations Management module contain the same interface elements.
Elements
Element | What it does |
Search Field (Arama Alanı) | Searches quickly among the records on the relevant screen; records are searched from this field. |
+ Add Button (+ Ekle) | Opens the new-record window according to the current screen. |
Three-Dot Menu (Üç Nokta Menüsü) | Provides access to extra operations such as Edit, Delete, Import, Export, Group Operations. Deleting or editing a record is done from this menu. |
Pagination (Sayfalama) | Lets you navigate between pages when there are many records. |
Save (Kaydet) | Saves the changes made. |
Add (Ekle) | Creates a new record. |
Cancel (Vazgeç) | Cancels the operation and closes the window. |
+ Add Button — Function by Screen
Screen | + Add adds |
Project Management | A new project or queue. |
User Management | A new user, extension, or profile. |
Statuses | A new status. |
Result Codes | A new result code. |
Tags | A new tag. |
Directory | A new contact. |
Shifts | A new shift. |
Blacklist | A new blacklist record. |
Training | New training content. |
To export data (take it to Excel), the Export (Dışarı Aktar) option in the three-dot menu of the relevant screen is used.
Frequently Encountered Situations
If an agent is not receiving inbound calls, the agent's status must be Available and they must be assigned to the relevant queue. Assigning an agent to a queue is done from the "Agent (Temsilci)" field on the Add Queue screen or the "Queues (Kuyruklar)" field on the Add User screen; the "Agents (Temsilciler)" screen is not for this. If a tag is not visible, it may not have been associated with the relevant queues. If a project cannot be deleted, there is a queue or user relationship linked to the project, and these must be removed first. If a user cannot see a screen, the relevant menu permission may not have been granted in their profile. If a user cannot log in to the system, the "Active (Aktif)" field may not be checked. If a report is not visible, in addition to the "Reports (Raporlar)" permission on the Menu, the relevant permission must be granted from the Report tab.
Items To Be Completed (For Document Maintenance)
The following items must be clarified so that the chatbot does not give incomplete/incorrect answers:
The list and meanings of the queue Dial Mode (Arama Modu) options.
The list and meanings of the queue Strategy (Kuyruk Stratejisi) options.
The list of queue Exit Target (Kuyruk Çıkış Hedefi) types.
The input format and an example of the Service Level (Servis Seviyesi) field.
The definition of Skill Group (Yetenek Grubu) and where it is created.
The automation Operator (Operatör) and Target Category (Hedef Kategorisi) options.
Template/target configuration in the result code Email / SMS / HTTP behaviors.
The list of mandatory fields and the warning texts shown when they are left empty / entered incorrectly.
The permission priority rule when two profiles conflict (cumulative or most-restrictive).
The boundary behavior of the interaction between project break time and the Break status.
The expansions of the abbreviations "YKb" and "YKb Kts".
The steps for creating a Quality Form (adding categories, adding questions, scoring).