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Agent administration allows you to control agent credentials and access.

Expand the 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 suit your requirements.

  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 leave fields you want to hide unchecked. 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 an agent when logging into the agent desktop.
  • Agent Team: The agent team to which the agent is assigned when a team has been assigned.
  • First/Last Name: Identifies the agent's first and last name.
  • 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 an 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 an agent.
  • Last IP: Displays the last IP used by an agent on last login.
  • Email: Displays an agent's email address.
  • Cost Per Agent-Hr: Indicates the 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. 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 an agent when logging in.
      • Include only letters a-z, numbers 0-9, underscore (_) and dot (.).
      • Do not exceed 20 characters.
    • Email / SIP Address: Enter an agent's email or Session Initiated Protocol (SIP) address.
    • First/Last Name: Identifies an agent's first and last name.
    • 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 are placed back into Not Ready status after the time elapses. Calls where agents are forced out of wrap up are 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: Indicates the agent team to which the agent belongs.
    • Home Agent: If selected, allows agents to change their phone number at login.
    • Active Agent: If selected, allows agents to log in.
    • Cost Per Agent-Hr: Indicates the hourly cost for an agent.
    • Extension: Enter the agent's extension, if applicable.

    • Direct Line for Agent: An inbound phone number that is used as the agent's direct line. To search for and assign the inbound number as the direct line, click the search icon next to the field. Search for All or search for a 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. This field supports international phone numbers in the E.164 format.

      The E.164 format is as follows: +<Country-Code> followed by the remaining digits. For example, a London UK number in E.164 format is stored as +44 20 3987 7617.

      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 the Voicemail option for agents, with Accept and Reject options for inbound calls. If the agent selects the Voicemail option, then the caller can leave a voicemail for the agent according to the call flow.
    • Audio Path (Out): Phone number for an agent's audio path. Only required if the platform calls the agent to establish the audio path. This field supports international phone numbers in E.164 format.

      The E.164 format is as follows: +<Country-Code> followed by the remaining digits. For example, a London UK number in E.164 format is stored as +44 20 3987 7617.

      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:

    The Fall 23 release supports multiple languages, specifically Spanish and French, for SMS, Email, Facebook, WhatsApp, and Web Chat. Agents and customers can communicate over all digital channels in Spanish and French. Agents can also use preconfigured message templates in Spanish and French.

    • Voice Channel ( ): Assigns a 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 the SMS icon, the option is enabled for an agent.
      • Max SMS Threads: Indicates the number of unresolved SMS threads that the agent can handle. You can select any value between 1 and 10. 
      • Messaging Mode: Assigns 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 the 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 a 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 a 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 is available. You can update the value of the custom field by double-clicking the custom field.

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

  1. Uncheck the Not Available checkbox for the required days.
  2. Choose the time by sliding 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 the 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 with 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 (information is available under the Agent Mapping tab section). Mapping by agent lets you quickly add many services to a single agent, and is explained below: 

  1. Navigate to the agent you want 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 is moved to the Available column.
  8. Click the Remove All button to remove all the assigned services. They are moved to the Available column.
  9. Click Save.

This lets you map skills by agent.

  1. Navigate to the agent you want 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 is moved to the Available column.
  8. Click the Remove All button to remove all the assigned skills. They are moved to the Available column.
  9. Click Save.
  1. Navigate to the agent whose information you want to modify. 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. The available options are:  Active, All, Inactive, Locked, Agent Team .
  2. Double-click anywhere on the agent's row.
  3. Modify the required parameters (information is available under the Adding Agents section), mappings, or profile picture.
  4. Click Save.

An agent ID is locked (unable to sign in) after consecutively entering an incorrect password for more than the allowed instances.

  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. You can delete an agent ID if it has not been used in in the past 90 days.

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

You can manually add or edit agents' information, as discussed previously; however, you can also add or make changes in bulk using the import function. 

  1. Click the Import button.
  2. Click 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 (using the Export tool) to see the columns, format, and required 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 that you include valid or blank data in the 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 are added. If not, correct your file and try again.

This feature enables you to export a list of all agents with agent setup information in CSV format.

To export agent data in the file:

  1. Click the Export button at the bottom-right of the Agents section. The Export popup window appears.
  2. Select the required export format.
  3. Select the checkbox to include the 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 licenses for the following products:

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

This feature enables you to 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 the 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 is 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 are moved to the 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 is moved to the Available column.
  6. Click the Remove All button to remove all the agents from the target team. These agents are moved to the source team.
  7. Click Save.
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