Before you begin setting up agents

Before you start, review the information on this page to get a full understanding of the Agent Setup tool. The intended audience for this guide are administrators that are responsible for creating and managing user accounts, configuring the call center settings, and assigning global settings to agent groups.

Web browser requirements

The Agent Setup interface is accessed by a web browser. The following browsers are supported:

• Microsoft Internet Explorer 11
• Google Chrome 30 or later
• Mozilla Firefox 31 or later

Access permissions

You must be a member of Super Administrators and Administrators groups.

For you to be able to configure your call center, you must have Read/Write Access permissions to the following folders:

• Access Groups
• Agent Groups
• Applications/CloudCluster
• Business Attributes
• Persons
• Places
• Skills
• Switches

Configuration options

User Setup uses the following configuration options:

• privilege.screen-recording.can-use
• privilege.contact.can-use-assign-contact
• privilege.contact.can-search-contact-history
• contact.history-quick-search-attributes
• Teamcommunicator.list-filter-showing