Agents are users that are able to be assigned
to Teams. They are the most common type of User in the dialer and have
the least amount of administrative access. The Agents screen is a list of all Agents, their extension, On the Agents screen is a list of
all Agents along with their extension, indication of being logged in, status, status time and whether the agent is active or inactive. From this screen, [Users] are
able to boot agents offline, enable/disable them, edit, and delete them entirely.
[Users] can also create new agents from here, though this can also be done
under Configuration . Agents can also be searched for by Username, full name or e-mail address. Agent Statuses include:
The New Agent menu option redirects [Users]
to the New User form found under the Users menu. Selecting ‘Agent’ as the User
Type will enable [Users] to assign them to any number of existing teams, enable
call recording, and set color alarms. Color alarms will highlight the agent’s
status with a [User]-defined color based on how long the agent has been in that
status. Agent-level color alarms overwrite global and team level color alarms.
Other User Types include Supervisor, Recording Supervisor and Admin.
The following User Profile fields can be edited, based upon User Type:
Agent - Status (active or inactive), Full Name, Email, User Type, Extension, Teams, Recording of Calls and Color Alarms.
Recording Supervisor - Status (active or inactive), Full Name, Email, User Type, Extension, Campaign Recordings Access
Supervisor - Status (active or inactive), Full Name, Email, User Type, Extension, Teams
Passwords for all User Types may be updated as well.
Reports: Agent Status Detail
The Agent Status Detail Report provides insight into potential technical issues or agent performance issues. It can be selected by date range, for all agents or one specific agent. Once the report has completed, it can be exported to either a CSV ...
Reports: Agent Performance
The Agent Performance Report is useful for providing insight into an agent's performance, which can be used for recognition, coaching and/or development. This report can be selected by date range, all agents, or a specific agent. Once the report has ...
Reports: Agent Summary by Campaign
The Agent Summary by Campaign Report summarizes for the date range selected, agent activity by campaign. This report can be a useful tool for managing agent performance related to a specific campaign or all campaigns. Once the report has completed, ...
Setting up Agent Call in Log in
Setting up Agent Call in Log in Purpose: This article can be used to activate a third option for agents to connect to the Hosted Contact Center using any available telephone. When an agent logs into the HCC, a login screen displays the options of a ...
How do I add a new Agent/User in Call Center
Begin by selecting +new agent from the Agents submenu or +new user from the Users submenu. Fill out the form below and assign an extension. If no extensions are available, set one up under the Devices/Extensions submenu. If creating an Agent, set the ...