Agents are call center operators. They are responsible for receiving/do all the contacts, depending if they are working in Inbound or Outbound campaigns.
In Nubitalk you can:
Adding Agents
To add an agent:
- In the Nubitalk homepage, click in Manage
- Inside Manage, click in Agents
- An agent list will open, click
to add a new agent
- A wizard with multiple steps will open. In the first step, you have to fill in the agent details:
- On step 2, select the Dial Plan that will be used by the agent:
- 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:
- On step 4 you can associate the agent with a campaign, if you already added a campaign. To do it:
- 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.
- Drag and drop the desired campaign(s) from Available to Assigned
- 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:
- Go to your agents list, as explained in the adding agent topic
- The existing agents will appear:
- Click
, under Actions, to edit the selected agent. The agents wizard will open
- Select the field you want to edit by clicking in the corresponding step:
- Edit the field and then click submit to commit your changes.
Deleting an Agent
To delete an agent:
- Go to your agents list, as explained in the adding agents topic
- The existing agents will appear
- Click
, under Actions, to delete the selected agent
- A confirmation pop-up will appear:
- Click delete to confirm the deletion.
Activating/Deactivating an Agent
To Deactivate an agent:
- Go to your agents list, as explained in the adding agents topic
- The existing agents will appear
- Click
, under Actions, to deactivate the selected agent
- The status will change to
and the Agent will be unavailable in all campaigns that he is assigned to.
To Activate an agent:
- Go to your agents list, as explained in the adding agents topic
- The existing agents will appear
- Click ,
under Actions, to activate the selected agent
- The status will change to
and the Agent will become available in all campaigns that he is assigned to.