Adding agents

Last Updated : Jun 02, 2023 |

About this task

Add an agent and configure the related skills and features manually. You can later duplicate the created configuration to add more agents. On the Agents screen, you can add a maximum of 30,000 agents.

Procedure

  1. On the Configuration Server web portal, go to Administration > Contact Center > Agents.
  2. At the top-right corner of the Agents screen, click the Add icon.

    The Configuration Server displays the agent configuration fields.

  3. On the top half of the screen, in Login ID, type the agent login ID.

    You can type a maximum of 16 digits.

  4. In Name, type the agent name.

    You can type a maximum of 35 Unicode characters.

  5. In PIN, type the agent PIN for the login ID.

    You can type a maximum of 13 digits. The minimum length of the agent's PIN depends on the Minimum Agent PIN Length value that you configure on the Agent Profiles screen. If you do not select a default agent profile for an agent, the minimum length of the agent's PIN is 4.

  6. On the General Options subtab, in Permission Sets (COR), select the required permission set for the agent.

    You can configure permission sets on the Permission Sets (COR) screen of the System tab.

  7. Configure the required fields.
  8. Click the Agent Skills subtab.
  9. Click the Skill Number field and select the required agent skill from the Assign Skills pane on the right.
  10. In Skill Level, type the required agent skill level.

    You can type a skill level from 1 to 16. A skill level of 1 is higher.

  11. Optional To add a new skill for the agent, click Add New.
  12. At the top-right corner of the screen, click Commit.

    The Configuration Server saves the agent configuration and redirects you to the Agents screen.

Related information
Agent configuration fields