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:

On the agent page, you can:

• Edit agent information
• Edit agent profile
• Edit members configuration
• Edit communication settings

 

Edit agent information

Click on  to open the Edit Agent pop-up window:

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  to open the drop-down menu:

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:

• Edit skills
• Add campaigns
• Add teams

 

Add skills

Click on , on Skills, to open the Skills pop-up window:

On the add skills pop-up window:

• Click  to open the Add skills pop-up window:
  
• On the pop-up window:
  
  • Select the skills to add.
  • Click ADD SKILLS to apply changes.
• Click on  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 , on CAMPAIGNS, to open the Campaigns pop-up window:

On the Campaigns pop-up window:

• Click on  to open the Add Campaigns pop-up window:
  
• 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  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 , on Teams, to open the Teams pop-up window:

On the Teams pop-up window:

• Click on  to open the Add Teams pop-up window:
  

• 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  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
• Configure presentation numbers
• Configure recording

 

Configure number settings

Click on , on Number settings, to open the number settings pop-up window:

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 , on Presentation Numbers, to open the presentation numbers pop-up window:

On the Presentation Numbers pop-up window:

• Click on  to open the Add Numbers pop-up window:
  

• 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  to delete the numbers from the user's list.
• Click SAVE to apply changes and close the pop-up window.

 

Configure recording

Click on , on Recording, to open the recording pop-up window:

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.