Guides
Start typing to search…

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

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.

❗️

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)

👍

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.

📘

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 16 days ago