Agents

Agents are Users who handle customer interactions directly. The Agents window lists all Agents in your environment (or Tenant, if you are in a multi-tenant environment). You can only see those objects for which you have access.

You can filter the contents of this list in several ways:

• Click Show Quick Filter and type a search term in the Quick Filter field. The list updates dynamically to show items that match the text in the Quick Filter field.
• Click Show Column Filter to show search fields for each column header. Enter a search term in one of these fields to quickly search the column for the search term.
• Click the cube icon to open the Tenant Directory window. In this window, click the Tenant that you want to select. Use the Quick Filter field to filter the Tenant list.

You can sort the items in the list by clicking a column head. Clicking a column head a second time reverses the sort order.

Creating an Agent

To create a new Agent, click Add.

[+] Show Procedure

Procedure: Creating an Agent

Purpose: To create an Agent in the Agents window.

Steps

1. Click Add. The Add Agent window appears.
2. Enter the following information. For some fields, you can either enter the name of a value or click Browse to select a value from a list:
   • User Information
     • User Name—The name that this User should use to log into the environment. You must specify a value for this property, and that value must be unique within the Configuration Database.
     • First Name—The first name of this User.
     • Last Name—The last name of this User.
     • External ID—This setting applies only if your environment is using external authentication, either LDAP or RADIUS. This may be the user name in the external authentication system. For LDAP, it might be a whole, or partial, LDAP URL corresponding to RFC 2255.
     • Email—The e-mail address of this User.
     • Employee ID—A code of up to 64-characters that identifies this User within the contact-center staff. You must specify a unique value for this property.
     • Password—A password no longer than 64-characters that this User must use to log in to the environment. You cannot view the existing password.
     Important
     Passwords can be subject to format rules.
     • Organization—The folder in which the Person object for this User is stored.
     • Default Number—The phone number of this User. This field is used to create the associated DN, Place, and Agent Login objects for this User. Platform Administration uses existing objects, if available.
   • Skills
     • You can add Skills to the Agent by:
       • Creating a Skill—Type the name of the new Skill in the Quick Filter field and click + to create the Skill.
       • Selecting an existing Skill—In the Skills section, select existing Skills from a list to add to the Agent. To select a Skill, click the check box beside the Skill and enter a numerical value in the Rating field.
     Important
     Since Agent Groups might be defined automatically based on a Skill (Virtual Agent Groups), the list of Agent Groups refreshes if you create a Skill.
   • Agent Groups
     • You can add the Agent to an Agent Group by clicking the check box beside an item in the list.
3. Click Save.
Important
When adding an Agent in Cloud mode, Platform Administration also makes the following configuration changes:
• Create Agent Logins in each Switch, using information that was entered in the Default Number field.
• Create the User object and associate Agent Logins to the User object. Wrap-up Time for each Agent Login is set to 0.

Other Actions

Once you select an Agent, you can:

• Edit Agent Information—Select an Agent and click Edit to edit Agent information. If you edit the Default Number field:
  • If this field is emptied, the Agent is disassociated from the current Place and its Agent Login objects are emptied.
  • If a new value is given, the agent is associated with a new Place, DN, and Agent Login that match the value. New objects are created, if they do not already exist. Existing objects are emptied and not deleted.
• Copy an Agent—Select an Agent and click Clone to make a copy of the Agent object.
• Change State—Select an Agent and click either Enable or Disable to change the state of an Agent.

Important

• Agents that are disabled appear grayed out in the list.
• When a User is either disabled or removed, Platform Administration invalidates all sessions associated with this User. Upon the User's next action, he or she will be redirected to the login page.

To delete one or more Agents, click the check box beside the Agent(s) in the list and click Delete.

Important

• When deleting an Agent, Platform Administration does not delete the DN, Place, or Agent Login objects assigned to the Agent.
• You should only reconfigure a Place object when there are no Agents logged into the Place. Doing so can have an impact on both the status of the Place in Pulse reports and call routing to the associated Agents.