Agents are the direct point of contact with customers and require the appropriate skills and tools to resolve customer issues efficiently. To manage an agent's information, use the section under Agents in the Configure tab on the SmartReach portal.

On the Agent section, you can configure the following agent-related tasks:

  • Agent Administration: Allows to create and manage agents/agent teams. For more information, see the Agent Administration section.  
  • Agent Desktop: Agent Desktop is a screen displayed to the agents when they interact with customers (Call, SMS, Email, or Chat) using SmartReach. For more information, see the Agent Desktop section.  
    Termination Code Configuration: To capture call results, enable the term code options for services or groups of services. For more information, see the Termination Code Configuration section.  
  • Agent Phonebook: Enables agents to transfer calls to a list of internal and external contacts. For more information, see the Agent Phonebook section.  
  • Schedule Callback: Enables users to view all callbacks scheduled by agents through the Agent Desktop and interactive voice response (IVR). For more information, see the Managing Scheduled Callbacks section.  

For information about roles and permissions associated with Agent and Agent Desktop, see the User Roles and Permissions. 

Accessing Agents Section

To access the Agents section, navigate to the Agents section by selecting Configure > Agents from the navigation panel.


This section contains the following topics: