The Agent Maintenance window displays the agent details such as full name, default skill assigned, and the status of an agent. You can view, add, or edit an agent's details in this section.
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.
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.