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 add, edit, and view agent 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 Conversation Configuration > Agent Maintenance. The Agent Maintenance window is displayed.
To search for an agent using their name, use the Search by agent name field.
To search for specific agent information, use and specify the filter criteria.
To view information about active agents, select the Active Only checkbox.
To customize the table columns view, see Customizing a Table section in SpeechIQ Reporting.
To refresh the list, click .
Adding a New Agent
To add a new agent:
In the Agent Maintenance window, click .
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.
Click the Active checkbox to change the status of an agent to active.
Only active agents are are considered for scoring.
Click Save.
Editing an Agent
To edit the information about an agent:
In the Agent Maintenance window, double-click the agent that you want to modify. Alternatively, you can select the row and click .
