An agent is a person who interacts with customers and handles incoming and outgoing calls in a contact center. You can add new agents or manually import data of a group of agents from your previous contact center. You can also duplicate agents to add several agents with the same configuration. Avaya Contact Center – Extended Capacity supports up to 30,000 simultaneously logged-in agents.

On the Agents screen, when adding or editing agents, you manage agent configuration parameters, such as an agent name, a login ID, a PIN, a default agent profile, and a permission set. You can also configure agent call settings. For example, if you enable the Auto Answer feature for an agent, the contact center automatically answers all calls when the agent is idle. If you specify a coverage path, the contact center redirects the call to the coverage path when the agent cannot answer the call.

You can also specify reason codes for going into the Aux mode and logging out. For example, if you set Logout Reason Code Type to Forced, the agent must enter a reason code to log out. You can also assign skills to an agent and specify a skill level from 1 through 16. A level of 1 indicates that the agent has the highest qualification to address a query.