Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
* Authenticated Partners can access content here (https://support.mycontactcenter.net/cc/sso/authenticator/oauth/authorize/imcontrolpanel?redirect=main&source=mycontactcenter)
Agents
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 Configure 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, Time Zone Settings.
- Agent tabs: General Information, Security, Change Password, Skills, Schedule Manager, Time Zone Settings.
- 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.
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
Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
* Authenticated Partners can access content here (https://support.mycontactcenter.net/cc/sso/authenticator/oauth/authorize/imcontrolpanel?redirect=main&source=mycontactcenter)