Adding agents

Last Updated : Sep 18, 2026 |
Prolog information
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Keywords:
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.
  1. On the Configuration Server web portal, go to AdministrationContact CenterAgents.
  2. At the top-right corner of the Agents screen, click the Add icon.
    STEP RESULT:
    The Configuration Server displays the agent configuration fields.
  3. On the top half of the screen, in Login ID, type the agent login ID.
    ADDITIONAL INFORMATION:
    You can type a maximum of 16 digits.
  4. In Name, type the agent name.
    ADDITIONAL INFORMATION:
    You can type a maximum of 35 Unicode characters.
  5. In PIN, type the agent PIN for the login ID.
    ADDITIONAL INFORMATION:
    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.
    ADDITIONAL INFORMATION:
    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.
    ADDITIONAL INFORMATION:
    You can type a skill level from 1 to 16. A skill level of 1 is higher.
  11. To add a new skill for the agent, click Add New.
  12. At the top-right corner of the screen, click Commit.
    STEP RESULT:
    The Configuration Server saves the agent configuration and redirects you to the Agents screen.
Related links
Agent configuration fields