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- Breadcrumb to take you back to the General or Configuration pages.
- Buttons to Add Teams, Add Agents, or Import Agents.
- List of Teams that have been created and configured
- List of Agents that comprise a team.
- Tabs to help you configure various items for a team or an agent. The tabs change based on whether you have selected a Team or an Agent on the left.
- Team tabs: General Information, Security, Skillsets, Members, Chat, Music on hold.
- Agent tabs: General Information, Security, Change Password, Skills, Schedule Manager.
- Buttons to Update, Clone, or Delete agents.
- A Search bar to help you find particular agents.
- A work area for configuring the selected Tab for the chosen Team or Agent.
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| title | FMI |
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For more information about agent configuration, see Agent Configuration. In this section, you will find important information about configuring agents, including the following:
• How to add a single new agent: Add Agent
• How to add several new agents at once: Import Agent
• How to assign skills to agents: Agent Skills Tab
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Activities
There are various team and agent activities that you perform from the Agents page. Click the links below for more information.
Teams
- How to add a new team: Adding teams
- How set up Caller ID for the team, general team settings, and team default status timeouts: Configuring team settings
- How to set up the team's default roles and permissions: Configuring team security
- How to configure the team's skillsets or dynamic skillsets: Configuring team skillsets
- How to add members to the team: Configuring team members
- How to set up the team's maximum number of concurrent chat sessions: Configuring team chat
- How to set up the default music to be played when any member of the team places a caller on hold: Configuring the on-hold music
Agents
- How to add a new agent: Adding agents
- How to import agents: Importing agents
- How to clone agents: Cloning agents
- How to delete agents: Delete agents
- How to search for agents: Finding agents
- How set up an agent's ID, general settings, in-call status timeouts, and chat information: Configuring agent settings
- How to set up an agent's picture profile: Configuring an agent's profile picture
- How to set up an agent's status return: Configuring an agent's status return
- How to set up an agent's default roles and permissions: Configuring an agent's security
- How to change an agent's password: Changing an agent's password
- How to configure an agent's skills set: Configuring an agent's skills set
- How to schedule an agent's time: Managing an agent's schedule