Managing agents

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

Click on the agent, on the list, to open the Agent profile:

Users_manage_agents_pag.png

On the agent page, you can:

 

Edit agent information

Click on User_profile_edit.png to open the Edit Agent pop-up window:
Users_Agent_popup.png

On the pop-up window:

  • Drag an image file or click to upload the image file associated with the user.
  • Insert a username (mandatory).
  • Insert the user's full name.
  • Select if authentication is a single step process or if it requires a personal contact as a second step verification.
  • Insert the user's personal contact (it will be mandatory if 2 step verification is selected).
  • Select the user's role from the drop-down menu (mandatory).
  • Select the user's site from the drop-down menu (mandatory).
  • Select in Workforce integration is enabled or not.
  • Click SAVE to apply changes and close the pop-up window.

 

Edit agent profile

Click on Users_actions.png to open the drop-down menu:

User_profile_actions_dropdown.png

On the drop-down menu you can (when available):

  • Reset password - If the user forgot his password, reset it, so he can choose a new one.
  • Reset State - Regress the user to the default state. 
  • Reset Extension - Regress the user to the default extension.
  • Force Logout - If the user is logged in, you can force the logout.
  • Send logs - Ask OneAgentWeb to retrieve and store the user logs in a folder on the supervisor server.
  • Duplicate - Duplicate the user profile.
  • Delete - Delete the user.

 

 

Edit members configuration

On the members configurations you can:

 

Add skills

Click on User_profile_edit.png, on Skills, to open the Skills pop-up window:
Users_Agent_skills.png

On the add skills pop-up window:

  • Click Users_manage_agents_skills_addbutton.png to open the Add skills pop-up window:
    Users_Agent_skillsadd.png
  • On the pop-up window:
    • Select the skills to add.
    • Click ADD SKILLS to apply changes.
  • Click on User_profile_deletecampaign.png to delete the skills from the agent's list.
  • Click SAVE to apply changes and close the pop-up window.
    Note: To know more about creating skills, click here.

 

Add campaigns

Click on User_profile_edit.png, on CAMPAIGNS, to open the Campaigns pop-up window:
Users_Agent_campaigns.png

On the Campaigns pop-up window:

  • Click on Users_edituseraddcampaignsbutton.png to open the Add Campaigns pop-up window:
    Users_Agent_campaignsadd.png
  • on the pop-up window:
    • Select the campaigns to add the user to.
    • Click ADD CAMPAIGNS to apply changes and close the pop-up window.
  • Click on Users_delete.png to delete the campaign from the user's list.
  • Click SAVE to apply changes and close the pop-up window
    Note: Click on a campaign to see the campaign page.

     

Add teams

Click on User_profile_edit.png, on Teams, to open the Teams pop-up window:
Users_Agent_campaignsadd.png

On the Teams pop-up window:

  • Click on Users_edituseraddteamsbutton.png to open the Add Teams pop-up window:
    Users_Agent_teamsadd.png
  • on the pop-up window:
    • Select the teams to add the user to.
    • Click ADD TEAMS to apply changes and close the pop-up window.
  • Click on User_profile_deletecampaign.png to delete the teams from the user's list.
  • Click SAVE to apply changes and close the pop-up window.
Note: Click on a team to see the campaign page.

 

Edit communication settings

On the COMMUNICATIONS tab you can:

 

Configure number settings

Click on User_profile_edit.png, on Number settings, to open the number settings pop-up window:
Users_Agent_numbersettings.png

On the Number settings pop-up window:

  • Select if the calls are sent to the chosen phone number or to a softphone.
  • Insert the user's extension.
  • Set the maximum simultaneous interactions allowed.
  • Select if the user is allowed to make direct calls.
  • Select the agent profile, from the drop-down menu.
    Note: To know more about agent profiles, click here.
  • Click Save to apply the changes and close the pop-up window.

 

Configure presentation numbers

Click on User_profile_edit.png, on Presentation Numbers, to open the presentation numbers pop-up window:
Users_Agent_presentationnumbers.png

On the Presentation Numbers pop-up window:

  • Click on Extensions_communications_phoneaddbutton.png to open the Add Numbers pop-up window:
    Users_Agent_presentationnumbersadd.png
  • on the pop-up window:
    • Select the number to add the user to.
    • Click ADD NUMBERS to apply changes and close the pop-up window.
  • Click on Users_delete.png to delete the numbers from the user's list.
  • Click SAVE to apply changes and close the pop-up window.

 

Configure recording

Click on User_profile_edit.png, on Recording, to open the recording pop-up window:
Users_Agent_recording.png

On the Recording pop-up window:

  • Insert the percentage of calls to be recorded.
  • Insert the percentage of screens to be recorded.
  • Click SAVE to apply changes and close the pop-up window.
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