The Agent Maintenance window displays agent details, such as the full name of the agent, the default skill that appears for the agent, and the status of the agent. You can view, add, or edit an agent's information in this section.
Agents are automatically added to SpeechIQ when interactions are processed.
Accessing the Agent Maintenance Configuration Window
To access the Agent Maintenance window, on the WFO tab, click SpeechIQ > Configuration > Agent Maintenance.
The Agent Maintenance window, displaying all the agents' information, is displayed.
- To search for specific agent information, use the Filter field or the Advanced Search icon (
). - To view information about only active agents, select the Active Only checkbox.
- To customize the table columns view, see the instructions in the Customizing a Table section in SpeechIQ Reporting.
- To refresh the list, click the Refresh icon (
).
Adding a New Agent
To add information about a new agent:
- In the Agent Maintenance window, click New.
The New Agent popup window appears.
- Specify the first name and the last name of the agent.
- Select the skill of the agent from the Default Skill drop-down list.
- Select the Active checkbox if you want to make the agent status active, to consider for scoring.
- Click Save.
Modifying Agent Information
To modify the information about an agent:
- In the Agent Maintenance window, double-click the row that contains the agent's information that you want to modify. Alternatively, you can select the row and then click Edit.
- Modify the agent information as required.
- Click Save.