Engage Voice | Intro to agent configuration
Agents are a vital part of any contact center because they are the ones who take and make calls, answer chat messages, view their own call stats, and supervise and coach other agents on their team (if given supervisor permissions).
While agents spend the majority of their time in the agent interface, all agent accounts are created and managed by navigating to Users > Agents via the left-hand navigation bar in the admin interface. Agent accounts are created and organized under agent groups, which can be helpful for situations in which you may want to separate your agents by, for example, the different teams within your contact center.
Once you’ve created a group and added some agents, you can begin configuring each agent account, from providing the username and password the agent will use to log into the agent interface to assigning them to queues and dial groups.
We’ll discuss all the ways you can configure each agent account, but for now let’s discuss some key features you can configure for your agents.
Please note: In the next few articles, we’ll discuss how you can create and manage agent accounts in Admin. To learn more about agents and how they interact within the agent interface, visit Intro to Agent.
About agent types
When you first create a new agent account, you’ll have the option to choose an agent type, which will determine the kinds of permissions you’d like this agent to have. Options for agent types include the standard agent, supervisor, or multi-login agents and supervisors.
The standard agent type will ensure that agents can perform all their necessary tasks from taking or making calls and answering chats to viewing their individual performance.
Supervisors, on the other hand, can view the stats of other agents assigned to them as well as monitor their calls and chats.
Multi-login agent and supervisor accounts will have the same controls as normal agents and supervisors but can also have multiple people logged into the account at a time. Multi-login agents and supervisors can be useful in situations like short term campaigns when a team of agents are temporarily hired to make calls for politicians.
About agent permissions
In addition to configuring basic agent user settings, you can also configure agent and supervisor permissions via the admin interface. Configuring agent permissions will allow you to control what actions agents and supervisors can make as well as what they can view while in the agent interface.
You can configure your agent or supervisor permissions via the Security configuration page. Here you can enable or disable permissions like their log-in configuration options, the types of calls they can handle (inbound or outbound), and the types of stats they can view.
To learn more about configuring agent permissions, visit Configuring agent supervisor settings.
About agent priorities
There may be times when you’d like to configure routing priorities for your agents. Routing priorities can be useful if you have multiple agents logged into the same inbound queue and you’d like to prioritize certain agents for calls over other agents.
There are a couple of settings you can configure to set agent routing priorities: agent rank and agent skill profiles. We’ll review each of these routing priority options below.
About agent rank
If you’d like to designate some agents to receive calls more frequently than others assigned to the same inbound queue, you can assign each agent a rank that will allow you to set a range of priorities for each agent. By assigning a higher rank to an agent, you will enable the system to prioritize sending calls to that agent before agents assigned with a lower rank.
You can assign a rank to an agent via the Agent Rank setting located in the General configuration page at the agent level. You can also assign a rank to an agent via the Inbound Access page at the agent user level, or via the Agent Access page in your queue's configuration panel.
To learn more about Inbound Access and Agent Access, visit Assigning an agent to an inbound queue.
About agent skill profiles
You can also configure routing priorities for agents with special skills that you’d like to designate for taking certain types of calls. These skills are created at the queue group level and then assigned to both an agent’s skill profile and a queue of your choice via queue events. This will enable the system to prioritize and route skill-based calls to any agents logged in to the queue with the assigned skills.
Agent skills can be useful in situations like when you have Spanish-speaking customers that you would like to route to agents who can speak Spanish. You can create a group skill for Spanish-speaking that you can assign to the skill profile of each agent that you’d like to take calls from Spanish speakers. Finally, you can add that skill to any queue you’d like to route your spanish-speaking calls to.
To learn more about agent skill profiles, visit Creating an agent skill profile.
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