The Agents page allows you to configure user accounts for your contact center representatives and administrators, including teams of agents and individual agents within the teams. Every user account can be given access to sign into the Call Center Agent (CCA) application or Admin Portal.
The Agents page comprises the elements listed below. Click the links to find out more information.
- 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.
FMI
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
• How to assign agents to teams: Team Members Tab