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
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:
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
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.