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How to set up your agents

Before your contact-center agents can begin interacting with customers, you must set up their account.

The Basics

From the Agents screen in Platform Administration you are going to:

  1. Create the Agent account.
  2. Assign one or more Skills to the Agent.
  3. Assign the new Agent to an Agent Group.

Create an Agent Account

1

Select Add and enter the agent's personal information. Mandatory fields are indicated by a red star (*).

To help you fill in these fields, remember:

  • User Name is normally the agent’s email address or login_name@company_domain.
  • Employee ID is a unique corporate ID.
  • Password might be required (even though it is not indicated as mandatory) depending on the corporate password policy and rules.
  • Default Number is the agent's telephone number, either a regular directory number or an international number (preceded by + and the country code).

Assign Skills to Agents

1

Select the Skills that the Agent possesses, and then assign a Rating, or proficiency level, for each assigned skill. Inactive skills are grayed out and unavailable.

A Rating is a numerical representation of the proficiency of the Agent in a skill. Values are 1 to 10, with 10 being the most proficient.

Assign Agents to Agent Groups

1

Select the Agent Groups to which this Agent belongs.

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This page was last modified on 10 August 2017, at 06:38.