Introduction:


By using the Admin Console you can create new agents, delete agents and change the agents settings.

Instructions:


To create a new agent:
  1. Enter the Admin Console and go to User Set Up > Operators
  2. The Operators page is displayed, showing a list of all the defined agents
  3. Click New Operator to add a new agent
  4. Enter the agent's details:
  • Display name: this name will be displayed in transcripts and reports
  • Login name: this is the name your agent uses to login
  • Nickname: this the name that will be displayed during the agent’s chats
  • Password: enter a password for this agent
  • Retype password: retype the password for validation
  • Change password on next login: check this box to prompt the agent to select a new password the next time they login
  • Email address: password reset instructions will be sent to this address
  • Max. no. of chats: the maximum number of simultaneous chats for this agent
  • Call Presentation Time-out: If an agent does not accept the chat within this time, it will be reassigned back to the queue. Inherit the time-out from the account settings, or select a different time-out for this agent (in seconds)
  • Set operator status to ‘Away’ if Call Presentations Time Out: select Yes to set the agent status to Away if the agent does not accept a chat within the time limit, No, or inherit this from the account settings
  • ACD Auto Accept Setting: Select auto acceptance of chats on or off, or inherit this from the account settings
  • Permission group: select the permission group for this agent from the drop-down
  • Accept incoming chats: if you clear this check-box, the agent will not receive incoming chats, other than transfers
  • Skills: check the skill or skills that the agent will belong to

    emptyStringNOTE: You can create as many agents as you want. However, the number of agents that can be simultaneously logged in to the Agent Console is limited to the number of seats that you obtained.

To edit an existing agent:
  1. Enter the Admin Console and go to User Set Up > Operators
  2. The Operators page is displayed
  3. Click the name of the agent that you want to edit 
  4. Change the requested details
    emptyStringNOTE: You cannot change the login name of an existing agent

To delete an existing agent:
  1. Enter the Admin Console and go to User Set Up > Operators
  2. The Operators page is displayed
  3. Click the trash can icon to delete the agent from the agents list