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Agent administration allows you to control agent credentials and access.

Expand available tasks below for more information:

Agent fields are listed in the General tab when assignment to dialing services is available in the Agent Mapping tab. The columns and sequence can be easily modified to provide you with a view that are important to your operation.

  1. Click the cog icon in the upper right of the panel.

  2. Place a checkmark to the right of the fields you want displayed as columns, and unchecked for those to be hidden. See below for Column Options.

  3. Re-sequence the displayed fields by selecting a field and moving it up or down using the appropriate button.
  4. Choose which field to use for ordering the displayed information from the Sort Order drop-down list.
  5. Select OK and the view will update.
  • ID: System-generated unique identifier.
  • Logon ID: Unique name used by agent when logging into the agent desktop.
  • Agent Team: The agent team the agent is assigned to when a team has been assigned.
  • First/Last Name: Descriptor of agent.
  • Wrapup Time: Length of time allowed in wrap up mode between calls. Calls where agents are pushed out of wrap up are terminated with a generic “Operator Transfer” result.
  • Audio Path (Out): Displays the agent phone number.
  • Mobile Number: Mobile number of the agent.
  • Extension: Displays the agent extension if applicable.
  • Home Agent: Checked if agent can change phone number at sign in.
  • Active: Checked if agent is allowed to sign in.
  • Last Login: Displays the last login date and time by agent.
  • Last IP: Displays the last IP used by agent on last login.
  • Email: Displays an agent's email address.
  • Cost Per Agent-Hr: Displays an hourly cost for an agent.

For an agent to interact with customers, you must create a profile for the agent. The profile contains the following information:

  • Credentials that the agent can use to log on to their Agent Desktop
  • Phone number to establish an audio path
  • Communication channels (for example, SMS, email, or chat), skills (for example, English or Spanish), services, and schedule assigned to the agent

To create a profile for an agent:

  1. On the General tab, click Add.
    The Agent Details window appears.
  2. If you want to add a profile picture for the agent:
    1. Hover over the avatar, and then click Change Profile Picture.
      The Change Profile Picture window appears.
    2. Select an avatar or upload an image by using the Upload a file button, and then click Save.

  3. On the Info tab, specify values in the following fields as required.

    • ID: (cannot edit) An internal reference number.
    • Logon ID: Specify the unique name used by agent when logging in.
      • May only include letters a-z, numbers 0-9, underscore (_) and dot (.).
      • Please do not exceed 20 characters.
    • Email / SIP Address: Enter agent's email or SIP address.
    • First/Last Name: Descriptor of agent.
    • Password: enter your password. Depending on the set password strength (Configure>Client>Security), a password must be a minimum of 8 or 12 characters containing at least 1 digit, 1 letter, and 1 special character (not required for medium password strength). Also, the password cannot match one of the previous four passwords.
    • Confirm Password: Retype the Password.
    • Wrapup Time: Specify the length of time allowed in Wrap Up mode between calls.
      • Agents with defined wrap up limits will be placed back into Not Ready status after the time elapses. Calls where agents are forced out of wrap up will be terminated with a generic Operator_Transfer result.
      • The default value for Wrap up Time is Unlimited, which allows agents to remain in wrap up mode until they select a termination code.
    • Agent Team: Select agent team for the agent.
    • Home Agent: If selected, allows agents to change phone number at login.
    • Active Agent: If selected, allows agent to log in.
    • Cost Per Agent-Hr: Allows to specify an hourly cost for an agent.
    • Extension: Enter agent extension if applicable.

    • Direct Line for Agent: An inbound phone number that will be used as agent direct line. To search for and assign the inbound number as direct line, select the link next to the field. Search for All or specific Number Type, then select the desired inbound number. Clicking on the remove icon  will de-assign the number. If the agent is a Knowledge Worker, this number acts as the agent's caller ID.

      Contact the Customer Care Team,  if you require a new phone number added to use as agent's direct line.

    • Voicemail: Allows you to enable Voicemail option for the agents, with Accept and Reject options for Inbound calls. If the agent selects Voicemail option, then the caller can leave a voicemail for the agent according to the call flow.
    • Audio Path (Out): Phone number for agent's audio path. Only required if the platform calls the agent to establish the audio path.

    If the Audio Path (Out) field is not configured for agents who do not use the Call Using Computer option, they cannot log on to the Agent Desktop.

    • Mobile Number: Mobile number of the agent.

  4. On the Channels tab, click the following icons as required:

    • Voice Channel ( ): Assigns voice channel to the agent.

      The Voice Channel is assigned to the agent by default.
    • SMS Channel (SMS Channel icon): Assigns the SMS channel to the agent, enabling the agent to handle SMSes from their Agent Desktop. When you click on SMS icon, the option is enabled for an agent.
      • Max SMS Threads: This field indicates the number of unresolved SMS threads that the agent can handle. You can select any value between 1 and 10. 
      • Messaging Mode: You can assign the messaging mode for an agent.
        An agent can choose from the following options:
        • Template Only: Agents can use predefined templates for sending SMS messages.
        • Free form Only: Agents can compose and send SMS messages in a free-form, unrestricted manner to the customers.
        • Template or Free Form: This mode combines the flexibility of free-form messaging with the convenience of using templates. Agents can choose between writing custom messages or selecting templates based on the context of the conversation.
    • Email Channel (Email Channel icon): Assigns an email channel to the agent, enabling the agent to handle email from their Agent Desktop. When you click on Email icon, the option is enabled for an agent.
      • Max SMS Threads: This field indicates the number of unresolved Email threads that the agent can handle. You can select any value between 1 and 10. 
      • Messaging Mode: You can assign the mailing mode for an agent.
        An agent can choose from the following options:
        • Template Only: Agents can use predefined templates for sending mails.
        • Free form Only: Agents can compose and send mails in a free-form, unrestricted manner to the customers.
        • Template or Free Form: This mode combines the flexibility of free-form mailing with the convenience of using templates. Agents can choose between composing an email or selecting templates based on the context of the conversation.

    • Chat Channel (Chat Channel icon): Assigns chat channel to the agent, enabling the agent to handle chats from their Agent Desktop. When you click this icon, the Max Active Chats field appears. This field indicates the number of unresolved chat threads that the agent can handle. You can select any value between 1 and 10. 

    • Facebook Messenger ( ): Assigns Facebook Messenger channel to the agent, enabling the agent to handle Facebook Messenger messages from their Agent Desktop. When you click this icon, the Max Active Conversations field appears. This field indicates the number of unresolved message threads that the agent can handle. You can select any value between 1 and 10. 

      To enable SMS, Email, Chat, and Facebook Messenger channels for an agent, these channels must be a part of your contract and enabled on the Billing tab of the Client editor.  For more information, contact your sales account executive.


  5. Click Save.

To update custom fields, schedule agent hours, and map an agent's Services (must be configured), or Skills see the sections below:

If you have associated the custom fields to the Agent entity from the Fields editor, the Details tab will be available. You can update value of custom field by double-clicking the custom field.

The Agent Hours tab allows you to schedule the availability of the agent for the specific hours. To add the availability:

  1. Uncheck the Not Available checkbox for the required days.
  2. Choose the time by sliding on the time bar. Available time for a day is 0:00 to 24:00 on the scale of 30 minutes.
  3. You can view the agent availability hours under the Availability column and total number of hours under the Total time column.
  4. Click the Save button to add/update the agent availability hours.

An agent must be associated to a dialing service (and signed into it) to receive calls. This service-agent association can be mapped by agent or by service. Mapping by service is available from the Agent Mapping tab (details are available under Agent Mapping tab section). Mapping by agent is as explained below. This lets you quickly add many services to a single agent. 

  1. Navigate to the agent you wish to map. Scroll through the pages of agents, or use the Search box to narrow down the list.
  2. Double-click anywhere on the agent's row.
  3. Select the Service tab.
  4. Search the required service by typing it in the Search box.
  5. Click a service row from the Available column and move it to the Assigned column.
  6. Click the Assign All button to add all available services to the Assigned column.
  7. Click a service row from the Assigned column to remove it from the assigned services. It will be moved to the Available column.
  8. Click the Remove All button to remove all the assigned services. They will be moved them to the Available column.
  9. Click Save.

This lets you map skills by agent.

  1. Navigate to the agent you wish to map. Scroll through the pages of agents, or use the Search box to narrow down the list.
  2. Double-click anywhere on the agent's row.
  3. Select the Agent Skill tab.
  4. Select the skill proficiency from the drop-down menu and search the required skill by typing the skill in the Search box.
  5. Click a skill row from the Available column and move it to the Assigned column.
  6. Click the Assign All button to add all available skills to the Assigned column.
  7. Click a skill row from the Assigned column to remove it from the assigned skills. It will be moved to the Available column.
  8. Click the Remove All button to remove all the assigned skills. They will be moved to the Available column.
  9. Click Save.
  1. Navigate to the agent you wish to modify the details. Scroll through the pages or agents, or use the Search box to narrow down the list. You can also choose to filter agents by using the Filter drop-down menu and available options are:  Active, All, Inactive, Locked, Agent Team .
  2. Double-click anywhere on the agent's row.
  3. Modify the required parameters (details are available under Adding Agents section), mappings, or profile picture.
  4. Click Save.

An agent ID is locked (unable to sign in) after entering an incorrect password for specified times consecutively.

  1. From the General tab, choose Locked from the Filter drop-down, then click Search.
  2. Double-click the lock icon next to the agent's Logon ID.
  3. When prompted with a message asking if you would like to unlock the agent, select Yes.

Removing unused agent IDs from your system can simplify your management of the agent pool and is easy to do. An agent ID can be deleted if it has not logged in in the past 90 days.

  1. Navigate to the agent you wish to delete. Scroll through the pages of agents, or use the Search box to narrow down the list.
  2. Hover on the agent which you want delete.
  3. Click delete (X) button and confirm by clicking Yes in the pop-up window.

Adding or editing many agents can be performed manually as discussed or in bulk by the Import function. Viewing the list of agents and their details is done with the Export tool.

  1. Click the Import button.
  2. Click in the Select a File to upload box and navigate to your revised/new agent list.

    1. Your file must be in a specific format to be successfully imported. The easiest way to proceed is to export your current list of agents to see the columns, format, and needed information.

      1. The required data format for each row is as follows: logon ID, password, first name, last name, phone number, wrap-up time, active, home agent, agent team name, extension, email, service id1, service id2.  For example: MSMITH,1234,Michael,Smith,4057786612, UNLIMITED,1,1,team1,3333,67891,67892

      2. Ensure to include valid or blank data in appropriate fields when importing bulk agents lists.
  3. Open the required file and click the Upload button.

If successful, a notification appears and the agents is added. If not, correct your file and try again.

Allows you to export the list of all agents with agent setup details in CSV format.

To export agent data in the file:

  1. Click the Export button at the bottom-right of Agents section. The Export popup window appears.
  2. Select the required export format.
  3. Select the checkbox to include assigned service ids at the end of each agent row.
  4. Click the Export button to generate the file.

The Change History tab tracks and displays the changes made to the selected agent.

The Scheduled Callback tab allows you to view and adjust the schedule of future callbacks for a specific agent. See Scheduled Callback Help for more information.

The Licenses tab allows you to enable the licenses for the following products:

  • CRM (Customer Relationship Management)
  • Script
  • Ticket
  • QM (Quality Management)
  • Screen Capture
  • CSAT (Customer Satisfaction)

This lets you quickly add many agents to a single service.

  1. Select the Agent Mapping tab.
  2. In the Call Center and ACD Services drop-down menus, choose the call center and ACD service to which you want to map agents.
  3. Click an agent row from the available agent column (left column) to move it to assigned agent column (right column).
  4. Click the Assign All button to add all the available agents to the service of the call center.
  5. Click a agent row from the Assigned column to remove it from the assigned agents. It will be moved to the Available column.
  6. Click the Remove All button to remove all the assigned agents from the service of the call center. These agents will be moved to available agent column. 
  7. Click Save.

This lets you map teams by agent.

  1. Select the Agent Team Mapping tab.
  2. In the Source Team and Target Team drop-down menus, choose the source and target teams to which you want to map agents.
  3. Click an agent row from the source team column (left column) to move it to the target team column (right column).
  4. Click the Assign All button to add all the available agents to the target team.
  5. Click an agent row from the Assigned column to remove it from the assigned team. It will be moved to the Available column.
  6. Click the Remove All button to remove all the agents from the target team. These agents will be moved to source team.
  7. Click Save.
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