Updating Agent Information

To update an agent's information:

  1. Navigate to Configuration tab > Agents > Agents.
  2. Double-click the required agent row in the General tab.

  3. The Agent Details window appears and allows you to modify the agent's information.

    For more information about adding a profile picture, Info, Agent Skill, Service, Change History, and Scheduled Callback, Licenses tabs, see Creating Agents and Agent Profiles section for detailed information. 



    If you have associated the custom fields to the Agent entity from the Fields editor, you can view custom fields under the Details tab of the Agent Details screen.

Changing an Agent's Password

To change the password of an agent:

  1. Navigate to Configuration tab > Agents > Agents.
  2. Double-click the required agent row in the General tab.
  3. Click the Change Password option (below the profile picture).
    You are presented with the following screen.

  4. Enter the Password and Confirm Password fields with your new password. Click the OK button.

Adding or Updating an Agent's Profile Picture

The Profile Picture option is available when you edit agent information. This option allows you to assign/update the agent profile with a default or custom picture.

  1. Double-click the Agent row to add or update the profile picture.
  2. Hover on the profile picture area, an option to change the profile picture is displayed. 

  3. Click in the profile picture area, the Change Profile Picture pop-up appears. 

  4. You can add or update the agent profile with one of the default avatars or a custom picture.
    • Default Avatar: Select the required avatar from the Select one section. 
    • Custom Picture
      1. Click the Upload a file button.
      2. Navigate to the desired file in your local directory and double-click on the file, or select the file and click Open.
      3. Zoom in or crop the picture, as required.
  5. Click Save to save the agent profile picture.
  6. Click Save to update the agent information.