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Agents

CloudAgent enables admins to create and manage agents with ease. You can assign roles, configure permissions, set call-handling modes, and control feature access.

The following video tutorial demonstrates how to create and manage an agent.

Objective

This section explains how to:

  • Add new agents individually or in bulk
  • Configure agent permissions and controls
  • Lock, deactivate, or reactivate agents
  • Assign agents to skills and groups

How to Add a New Agent

  1. Login as Admin
  2. Navigate to: Admin → People → Agents
  3. Click Add Agent

Required Fields

Field

Description

Agent ID*

Unique identifier for the agent login

Agent Name*

Display name for the agent. Can be the same as the Agent ID if required

Email *

Contact email

Password*

Secure alphanumeric password

Agent Data

Additional Information on the Agent

Please Select Agent Modes*

Select agent modes:

  • Inbound:* Inbound call only 
  • Manual:* Outbound call  
  • Preview:* Outbound call with preview options to view customer numbers that are dialed by the system 
  • Progressive:* Outbound calls that are dialed sequentially by the system 
  • *Blended: **Agent who can handle both Inbound and Outbound calls 
  • Digital:* Agents can handle all texting channels like web chat, SMS, WhatsApp, etc.

Auto answer SIP calls

This option allows you to set for each agent whether they should auto-answer calls. The options are: 

  • None:* All calls have to be manually answered 
  • Inbound:* Inbound calls are auto answered, but for outbound calls (dialer calls), the agent will have to click and answer 
  • Outbound:* All dialer calls will be in auto answer, while the Agent will have to click and answer the Inbound calls 
  • All:* All types of calls will be in auto-answer mode 
  • NOTE:* Manual dialing calls will always be in auto-answer mode

Priority*

Determines agent's call-handling preference (1 = highest)

Add Groups

Assign the agent to predefined groups

Screen Recording

When enabled, screen recording is mandatory for agents. Their screens will be recorded during active sessions.

Do Not Enforce Screen Recording

When enabled, screen recording becomes optional. Agents can choose whether or not to share their screen.

Skills (Level of priority skill-wise) 

This option allows agents to have different priorities for different skills. 1 is the highest priority (Calls are offered first for this priority), and 9 is the lowest for an agent.

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Note:

  • Mandatory fields are marked with an asterisk ( * )
  • Agents must be assigned to a skill group to be functional.

Call Controller Settings

Customize which call features are available for agents:

  • Hold, Mute, End Call, Answer, Decline
  • Call Recording, Manual Dial, Disposition, Dial Pad
  • Conference (Agent / Phone)
  • Transfer (Agent, Skill, Phone, IVR – with Warm / Blind modes)

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Note

Bulk update agent settings using this guide

Locking an agent

  • Temporarily restricts agent login without deleting their profile.
  • Useful for scheduled unavailability or compliance issues.

Bulk Upload Agents

  • Go to Agents → Bulk Import Agents
  • Download the sample XLS, fill agent details, and upload
  • Limit: 1000 agents per file. For more, upload in batches.

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Note:

In the file, use 1 to enable an option, 0 to disable. In the sample below, the General skill is assigned to the agent, with Hold, Mute, and End Call options enabled.


Deactivate / Activate Agent

Agents can be deactivated temporarily instead of deleted. While deactivated:

  • They cannot log in or receive calls.
  • You cannot update their settings until reactivation.
  • However, they can still be added to groups.

To deactivate or reactivate:

  • Use the three-dot menu on the Agents screen.
  • Choose Deactivate or Activate as needed.

Deactivated agents are retained in the system for future use or audits.


Updated 17 days ago