Managing Agents

Agents are call center operators. They are responsible for receiving/do all the contacts, depending if they are working in Inbound our Outbound campaigns.

In Nubitalk you can:

• add agents
• edit agents
• delete agents
• activate/deactivate agents

 

Adding Agents

To add an agent:

1. In the Nubitalk homepage, click in Manage
2. Inside Manage, click in Agents
3. An agent list will open, click to add a new agent
4. A wizard with multiple steps will open. In the first step, you have to fill in the agent details:
   
   
   
   
5. On step 2, select the Dial Plan that will be used by the agent:
   
   
   
   
6. On step 3, if you already added a team, assign the Agent to a team, by dragging and dropping the desired team(s) from Available to Assigned:
   
   
   
   
   
7. On step 4 you can associate the agent with a campaign, if you already added a campaign. To do it:
1. Select from the drop-down if the agent will be Inbound, Outbound, or check Blended if he can be associated with both type of campaigns.
2. Drag and drop the desired campaign(s) from Available to Assigned
   
   
8. On Step 5, check all information about the user and then click submit to add the agent to your Nubitalk Call Center:
   
   

 

Editing an Agent

To edit an agent: 

1. Go to your agents list, as explained in the adding agent topic
2. The existing agents will appear:
   
   
   
   
3. Click , under Actions, to edit the selected agent. The agents wizard will open
4. Select the field you want to edit by clicking in the corresponding step:
   
5. Edit the field and then click submit to commit your changes.

 

Deleting an Agent

To delete an agent:

1. Go to your agents list, as explained in the adding agents topic
2. The existing agents will appear
3. Click , under Actions, to delete the selected agent
4. A confirmation pop-up will appear:
   
5. Click delete to confirm the deletion.

 

Activating/Deactivating an Agent

To Deactivate an agent:

1. Go to your agents list, as explained in the adding agents topic
2. The existing agents will appear
3. Click , under Actions, to deactivate the selected agent
4. The status will change to and the Agent will be unavailable in all campaigns that he is assigned to.

 

To Activate an agent:

1. Go to your agents list, as explained in the adding agents topic
2. The existing agents will appear
3. Click ,under Actions, to activate the selected agent
4. The status will change to and the Agent will become available in all campaigns that he is assigned to.