Adding and managing agents in <var class="keyword">
<div style="display: inline;">
RingCX
</div></var><var class="keyword">
<div style="display: inline;"></div></var>
======================================================================================================================================================================

Agents are added to <var class="keyword">
<div style="display: inline;">
RingCX
</div></var> from the <var class="keyword">
<div style="display: inline;">
RingCentral
</div></var> Admin Portal. To add Agents, you need to:

* Create your users within the <var class="keyword">
  <div style="display: inline;">
  RingCentral
  </div></var> [<var class="keyword">
  <div style="display: inline;">
  Admin Portal
  </div></var>](https://service.ringcentral.com "").
* Be an [Agent](https://support.ringcentral.com/article-v2/agent.html?brand=RingCentral&product=RingCX&language=en_US "") with specific permissions to create/update agents.
* [Create an agent group in RingCX](https://support.ringcentral.com/article-v2/Creating-an-agent-group-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") to house your agents.

Adding an agent in <var class="keyword">
<div style="display: inline;">
RingCX
</div></var>
-------------------------------------------------------------------------------------------

Once you've [created an agent group](https://support.ringcentral.com/article-v2/Creating-an-agent-group-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US ""), you can start adding your agents.

* In the [<var class="keyword">
  <div style="display: inline;">
  Admin Portal
  </div></var>](https://service.ringcentral.com ""), click **Contact Center** , then select *Admin*. Sign in to [<var class="keyword">
  <div style="display: inline;">
  RingCX
  </div></var>](https://ringcx.ringcentral.com/ "") and click the **Admin** tile.
* Hover over the **Users** icon in the left navigation bar, then click **Agents**.
* Hover over the agent group you'd like to add an agent to, and click the plus (+) **Add agent** icon.

  ![Click the Add agent plus icon](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Creating-an-agent-in-RingCX/images/create-new-agent-menu.png)

* Use the search bar at the top of the page and scroll through the list of agents to find the agents you'd like to add. By default, the list only shows users who haven't been added to <var class="keyword">
  <div style="display: inline;">
  RingCX
  </div></var>. Check the **Show all users** box to include users who have already been added.
* You can:
  * Add a single agent. Check the box next to the name of the agent you want to add.
  * Add multiple agents. Either check the box next to each of the agents you want to add or check the box at the top of the table to select all agents in the list.

* Click **Next** at the bottom of the page.
* Under the **Agents** section, check the table with the names of the agents you selected. This table contains information about each agent, including their name, email address, and their <var class="keyword">
  <div style="display: inline;">
  RingEX
  </div></var> extension.
* Click the **Remove user** (trash) icon that appears at the far right to remove any agents you no longer want to add.
* Under the **Permissions** section, check the box next to each of the basic permissions you'd like to enable for all selected agents:
  * **Enable agent login** : Allows the user to log in to the <var class="keyword">
    <div style="display: inline;">
    RingCX
    </div></var> Agent interface.
  * **Enable supervisor access** : Grants supervisor permissions. This sets the *Agent Type* setting to *Supervisor*.
  * **Allow inbound calls**: Allows the agent to receive inbound calls.
  * **Allow outbound calls**: Allows the agent to make outbound calls.
  * **Allow digital queues**: Allows the agent to handle interactions from digital queues.

* Click **Save** at the bottom of the page.

### Agent configuration options

When you're managing an agent account, you'll have access to a variety of configuration options.

To manage options for a specific agent:

* Hover over the **Users** icon in the left navigation bar, then click **Agents**.
* Click the name of an agent group to expand the list of agents in the group.
* Click the name of the agent you want to configure and update settings in these sections as needed:

  ![Agent configuration options](https://assets.ringcentral.com/content/dam/xml-assets/doc_team/en_us/ringcentral/RingCX/Creating-an-agent-in-RingCX/images/3-agent-configuration.png)

* **General** : [General settings](#general-agent-settings "") for your agent, like agent name, username and password, agent rank, and more.
* **Digital access**: Assign your agent to a digital queue.
* **Inbound access**: .
* **Outbound access**: Assign your agent to an outbound dial group.
* **Digital signatures**: Create digital signatures.
* **Supervisor settings**: Manage who your agent can supervise.
* **Skill profiles** : [Assign skills to your agents](https://support.ringcentral.com/article-v2/Creating-an-agent-skill-profile-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "").
* **Load balancing**: This is a deprecated feature used only for legacy accounts. For more details, contact your CSM.

For outbound digital messages, workflows are triggered based on the channel set in Channel Manager. The workflow assigned to that channel will run, just like it does for inbound messages.

Managing general agent settings
-------------------------------

* In the [<var class="keyword">
  <div style="display: inline;">
  Admin Portal
  </div></var>](https://service.ringcentral.com ""), click **Contact Center** , then select *Admin*. Sign in to [<var class="keyword">
  <div style="display: inline;">
  RingCX
  </div></var>](https://ringcx.ringcentral.com/ "") and click the **Admin** tile.
* Hover over the **Users** icon in the left navigation bar, then click **Agents**.
* Select the agent you want to configure.
* On the **General** configuration page, scroll to update:
  * [Agent information](#agent-information "")
  * [Agent login settings](#login-settings "")
  * [Phone settings](#phone-settings "")
  * [Digital settings](https://support.ringcentral.com/article-v2/Creating-an-agent-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US#GUID-1d219427-a551-4c49-bb94-4865f7c20c3d-en_us_digital-settings "")

* Click **Save** at the bottom of the page.

### Agent information

Manage agent information and role:

* These fields need to be updated through the [RingCentral Admin Portal](https://service.ringcentral.com/ "").
  * **First name**
  * **Last name**
  * **Username**
  * **Email**
  * **Time zone**
  * **User language**: The primary language the agent speaks.
  * **Home country code**: The country code for the phone numbers assigned to the account.
  * **Time format**: The format in which time is displayed, 12 hr (AM/PM) or 24 hr.
  * **Regional data format**: The format used to show date, time, currency, and other numbers.

* Select a **Role** from the dropdown. More than one role may be assigned to the agent. For information on how to configure available roles, visit [Creating and assigning agent roles in RingCX](https://support.ringcentral.com/article-v2/creating-and-assigning-agent-roles-in-ringcx.html?brand=RingCentral&product=RingCX&language=en_US "").

### Login settings

Manage agent login settings:

* **Enable log in** : Allows the agent to log in with the specified username and password. To [deactivate this agent account or block an agent from signing in](https://support.ringcentral.com/article-v2/Deleting-or-deactivating-agents-and-admins-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "") without deleting it, uncheck this box.
* **Default dial group** : If the agent is allowed to handle outbound calls, select the [Dial Group](https://support.ringcentral.com/article-v2/dial--group.html?brand=RingCentral&product=RingCX&language=en_US "") you want to be preselected by default.
* **Manual outbound default queue assignment** : Select the default [Queue](https://support.ringcentral.com/article-v2/queue.html?brand=RingCentral&product=RingCX&language=en_US "") for when an agent makes manual outbound calls. The agent can select another queue if the *Allow Manual Outbound Queue Selection* box is checked. For more information, go to the [Security configuration page settings](https://support.ringcentral.com/article-v2/Configuring-agent-permissions-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "").
* **Manual Outbound Default Workflow**: Select the default workflow for manual outbound calls.
* **Team**
* **Initial state** : Select the availability state the agent will be placed in upon login. The default Agent State is *Available* . The agent states listed are dependent on those [configured for the account](https://support.ringcentral.com/article-v2/Configuring-agent-states-in-your-RingCX-account.html?brand=RingCentral&product=RingCX&language=en_US "").
* **Agent rank** : Select your agent availability rank from *Low* (Rank 0) to *High* (Rank 24). Agents with a higher rank receive more inbound calls than agents with a lower rank.
* **External agent ID**: If you have external systems that reference agents by their own unique identifiers, enter that unique identifier in this field.

### Phone settings

Manage agent phone settings:

* **Direct dial extension**: Enter the agent's extension.
* **Manual outbound default caller ID**: Enter the caller ID that displays when the agent makes a manual outbound call.

**Additional Resources**  
[Creating an agent group in RingCX](https://support.ringcentral.com/article-v2/Creating-an-agent-group-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "")  
[Assigning an agent to an inbound queue in RingCX](https://support.ringcentral.com/article-v2/Assigning-an-agent-to-an-inbound-queue-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "")  
[Assigning an agent to a dial group in RingCX](https://support.ringcentral.com/article-v2/Assigning-an-agent-to-a-dial-group-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "")  
[Configuring agent supervisor settings in RingCX](https://support.ringcentral.com/article-v2/Configuring-agent-supervisor-settings-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US "")