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= How to set up your agents=
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__NOTOC__
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{{BEC_Head
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|context=
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Before your contact-center agents can begin interacting with customers, you must set up their account.
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==The Basics==
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From the [[Agents|Agents]] screen in [[Accounts|Platform Administration]] you are going to:
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# Create the Agent account.
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# Assign one or more Skills to the Agent.
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# Assign the new Agent to an Agent Group.
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|dimension=
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|manuallinks=
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<span style="font-size:11pt">
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* [[Documentation:PSAAS:Administrator:AgentSkills:{{PONYDOCSVERSION}}|About Skills]]
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</span>
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}}
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{{CloudStep_Stack
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|title=Create an Agent Account
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|text=Select '''Add''' and enter the agent's personal information. Mandatory fields are indicated by a red star (<font color=red>'''*'''</font>).
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To help you fill in these fields, remember:
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* '''User Name''' is normally the agent’s email address or ''login_name''@''company_domain''.
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* '''Employee ID''' is a unique corporate ID.
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* '''Password''' might be required (even though it is not indicated as mandatory) depending on the corporate password policy and [[gsadm#Password_Rules|rules]].
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* '''Default Number''' is the agent's telephone number, either a regular directory number or an international number (preceded by '''+''' and the country code).
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|media1=QSG-AddAgent-a.png
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|media2=
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|media3=
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|media4=
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}}
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{{CloudStep_Stack
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|title=Assign Skills to Agents
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|text=Select the Skills that the Agent possesses, and then assign a Rating, or proficiency level, for each assigned skill. Inactive skills are grayed out and unavailable.
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A Rating is a numerical representation of the proficiency of the Agent in a skill. Values are 1 to 10, with 10 being the most proficient.
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|media1=QSG-AddAgent-b.png
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|media2=
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|media3=
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|media4=
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}}
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{{CloudStep_Stack
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|title=Assign Agents to Agent Groups
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|text=Select the Agent Groups to which this Agent belongs.
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|media1=QSG-AddAgent-c.png
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|media2=
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|media3=
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|media4=
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}}
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[[Category:V:PSAAS:Julie]]

Revision as of 16:58, June 7, 2019

How to set up your agents

Before your contact-center agents can begin interacting with customers, you must set up their account.

The Basics

From the Agents screen in Platform Administration you are going to:

  1. Create the Agent account.
  2. Assign one or more Skills to the Agent.
  3. Assign the new Agent to an Agent Group.

Create an Agent Account

1

Select Add and enter the agent's personal information. Mandatory fields are indicated by a red star (*).

To help you fill in these fields, remember:

  • User Name is normally the agent’s email address or login_name@company_domain.
  • Employee ID is a unique corporate ID.
  • Password might be required (even though it is not indicated as mandatory) depending on the corporate password policy and rules.
  • Default Number is the agent's telephone number, either a regular directory number or an international number (preceded by + and the country code).

Assign Skills to Agents

1

Select the Skills that the Agent possesses, and then assign a Rating, or proficiency level, for each assigned skill. Inactive skills are grayed out and unavailable.

A Rating is a numerical representation of the proficiency of the Agent in a skill. Values are 1 to 10, with 10 being the most proficient.

Assign Agents to Agent Groups

1

Select the Agent Groups to which this Agent belongs.

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