Introduction

As an admin, one of your primary tasks is to create agents and assign them appropriate permissions. The People options provide you with a range of functionalities to create, edit, and monitor agents, as well as assign specific roles and permissions. This guide will walk you through the steps to effectively create and manage agents within the CloudAgent platform. Also, go through the following video tutorial that demonstrates how to create and manage an agent.

Adding a new agent

• Login to the CloudAgent portal as an Admin.
• Click on Agents under People in the Admin tab as shown below.

• On the Agents window, click on the 'Add Agent' button to create new agents as shown below.

• Add the fields to create an agent which are explained below.

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Note:

• The fields with '*' are mandatory fields
• To be fully operational, an agent must be linked to a Skill group.

Call Controller Settings

As an admin, you can customize the call control options visible to the agent. Choose from the following list of available controls:

• Hold
• Mute
• EndCall
• Answer
• Decline
• Call Recording
• Manual Dial
• Disposition
• Dial Pad
• Conference Settings
  • Agent
  • Phone
• Transfer Settings
  • Agent Transfer
    • Warm
    • Blind
  • Skill Transfer
    • Warm
    • Blind
  • Phone Transfer
    • Warm
    • Blind
  • IVR Transfer
    • Warm
    • Blind

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Note

You can update agent settings in bulk. refer more here.

Locking an agent

Agent locking in CloudAgent helps to temporarily restrict an agent's access to the CloudAgent portal without deactivating their account. When an agent is locked, their ability to log in is temporarily suspended, preventing them from handling interactions or utilizing system features.

Bulk Upload Agents

The Bulk Upload Agents feature enables administrators to efficiently add multiple agents simultaneously, with a maximum limit of 1000 agents per upload. For uploads beyond 1000 agents, divide the files into smaller batches and upload them individually.

• Click on the Bulk Import Agents button as shown below.

• Download a sample XLS file and add the relevant agent data. Once the XLS file is filled, drag and drop it into the pop-up window or select it from your computer.  

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  Note:

  In the XLS file, set any option to 1 to enable it and 0 to disable it. For example, in the sample below, the General skill is assigned to the agent, with Hold, Mute, and End Call options enabled.

  

• Once you click on the "Import" button as shown below, the system will add the agents from the file that was uploaded.

Agent Deactivation / Activation

When an agent is deactivated, their access to the CloudAgent system is temporarily restricted. It's important to note that deactivation doesn't erase the agent entirely.

During the deactivation period, modifications to the agent settings are not possible. However, you have the flexibility to reactivate the agent at any point in the future.

Additionally, the system allows for efficient management of multiple agents by enabling the selection and adjustment of their status to either active, deactivated, or locked.

The deactivated agents can still be added to a group, providing continued flexibility in organizing and structuring agent configurations.

Access the three-dot menu associated with each agent to manage the deactivation or activation settings.