Creating Agents and Agent Profiles

To enable agents to interact with customers, you must create agents and agent profiles. Agent profiles contain the following information:

• Credentials that agents 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 schedules assigned to agents.

To create a profile for an agent:

1. On the Configure tab, go to Agents > Agents.
   The Agents window appears.
2. On the General tab, click Add.
   The Agent Details window appears.
   

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

   Section	Field	Description
   General	ID	Generated by the LiveVox platform. If you are using the NICE Engage Call Recording platforms that utilize the LiveVox SIPREC Shadow Audio feature, you will receive the agent Logon ID instead of the Livevox generated ID.
   	Logon ID	Unique name used by the agent to log on to the Agent Desktop. In addition to letters and numbers, you can use an underscore (_) and a dot (.) in the field. Logon ID field supports up to 20 characters.
   	Email / SIP Address	Email address or Session Initiation Protocol (SIP) address of the agent.
   	First Name	First name of the agent.
   	Last Name	Last name of the agent.
   	Password	Password used by the agent to log on to the Agent Desktop. Depending on the password strength set in the Password Strength field on the Security tab of the Client window, the value in this field must be a minimum of eight or 12 characters, containing at least one digit, one letter, and one special character. In addition, the password must not match any of the previous four passwords.
   	Confirm Password	Same value as the Password field.
   	Wrapup Time	Length of time that the agent can spend in the Wrapup state between calls. By default, this time is unlimited, which allows agents to remain in the Wrapup state until they specify a termination code. When the defined Wrapup time elapses, the agent is placed in the Not Ready state and the call is terminated with a generic Operator Transfer result.
   	Agent Team	Team to which the agent is assigned.
   	Home Agent	Enables the agent to change the phone number when logging on to the agent's Agent Desktop.
   	Active Agent	Enables the agent to log on to the agent's Agent Desktop.
   	Cost Per Agent-Hr	Hourly cost for the agent.
   Phone	Audio Path (Out)	Phone number to establish the audio path for the agent.
   	Extension	Extension number of the agent's extension, which is between three and seven digits.
   	Direct Line for Agent	Inbound phone number that is used as the direct line for the agent. You can search for and assign an inbound number as the direct line by using the search option () next to the field.
   	Voicemail	Enables the voicemail option for the agent (including the option to accept or reject inbound calls) through which a caller can leave a voicemail for the agent, depending on the Contact Flow.
   	Mobile Number	Mobile number of the agent. This field is optional.

4. 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.

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

   

   The voice channel () is assigned to the agent by default.

   • SMS Channel (): Assigns the SMS channel to the agent, enabling the agent to handle SMSes from their Agent Desktop. When you click this icon, the Max SMS Threads field appears. This field indicates the number of unresolved SMS threads that the agent can handle. The default value in the field is 5. You can select any value between 1 and 10. 
   • Email Channel (): Assigns email channel to the agent, enabling the agent to handle emails from their Agent Desktop. When you click this icon, the Max Email Threads field appears. This field indicates the number of unresolved email threads that the agent can handle. The default value in the field is 10. You can select any value between 1 and 10. 
   • Chat Channel (): 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. The default value in the field is 5. You can select any value between 1 and 10. 
     

6. To specify a value for the custom fields, on the Details tab, double-click the row displaying a custom field, specify a value in the field in the Customize Fields window, and then click Ok.
   

   

   The Details tab appears if custom fields are associated with the Agent entity in the Fields window. For more information, see Fields Settings.

7. To assign skills to the agent, on the Agent Skill tab:

   1. In the Available section, select the skills that you want to assign to to the agent.
      

      

      • To assign all skills to the agent, click Assign All.
      • To remove an assigned skill, in the Assigned section, select the skill.
      • To remove all skills assigned to the agent, click Remove All.

      The selected skills appear in the Selected section.

   2. Select a proficiency.
      

      

      The value Proficiency 1 is considered the highest proficiency (level of expertise), whereas Proficiency 10 is considered the lowest. For example, calls that require an agent to possess English skill are routed first to the agent whose proficiency is 1 for the English skill.

8. To assign services to the agent, on the Services tab, in the Available section, select the services that you want to assign to to the agent.
   

   

   • You can search for a service by using the Search box. 
   • To assign all services to the agent, click Assign All.
   • To remove an assigned service, in the Assigned section, select the service.
   • To remove all services assigned to the agent, click Remove All.

9. To assign a schedule to the agent, on the Agent Hours tab:

   1. Clear the Not Available checkbox next to the days when you want to the agent to be available for work.

   2. Specify the period during which you want to the agent to be available for work by moving the slider as required.

      

      • Available period for a day is 00:00 to 24:00.
      • The slider scale is 15 minutes.
      • For a given day of the week, the period during which the agent is available (based on your selection) and the corresponding total number of hours appear in the Availability and Total time fields, respectively. 

      

10. To assign Licenses to your agent enable them in the Licenses tab for following products:

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

    

11. Click OK, and then, in the Agents window, click Save.
    A profile is created for the agent, and it appears on the General tab of the Agents window.

• You can modify the profile by double-clicking the row containing the profile (on the General tab).
• The Change History tab of the Agent Details window displays all the changes made to the profile.
• You can use the Scheduled Callback tab of the Agent Details window to view and modify the schedule of the callbacks assigned to the agent. For more information, see Managing Scheduled Callbacks.