Dynamic Agents

1. Agent Login Interface

The agent can use the interface to gather vital information about the user, submitting dispositions, view call history etc.

For adding an agent, the prospective should have a valid email id or username. For setting up an agent, go to Set Up > Agent. You can add agents in two ways -

i) Single Add Agent : To add any agent follow these steps

1. Click on 'Add new agent'

2. Enter the agent name, agent key and enable call recording as per preference.

Agent Key - This Agent Key will act as an identifier to uniquely identify an agent in your Central Account, whether it's dynamic or direct dial agents. You will no longer need to keep three different identifiers for each agent (Email, Username, Mobile number). Agent Key is a 3 to 21 characters string that will be used to uniquely identify the agent. Examples of agent key are AG_01, A(01) etc.

3. Select the verification method and enter further details according to it.

4. The verification method can be : Passcode - The user will have username and need to verify using authentication code or Email - The user will have email ID and need to verify using email ID.

5. Once you enter the details, click on 'save'.

6. Next, the agent has to accept the agent sign up invitation by setting up a password.

ii) Bulk Add Agents : To add huge number of agents at the same time, you can follow these steps

1. Click on 'Add Bulk Agents'

2. Select 'new agents'

3. Click on next and download the template.

4. Add the agents in the template and save the file.

5. Now select that file and click on upload.

1. You can assign multiple queues (separating it with semi colon in the given cell) and agent group while uploading agent through 'bulk add'. So once the agent gets verified, they will get added in respective queue and agent group directly.

2. You can upload a .csv file with maximum file size of 1 MB and 100 agents to upload agents though bulk add.

Update Existing Data -

Using the same interface, you can also Bulk Update existing Agents. On the Bulk Add Agents, select 'Update Existing' mode. There are two strategies available :

1. Append: You can append multiple Queues and / or one Agent Group to agents. Append will no affect the current Queues or Agent Group set on the agent. In case of Queues, it will append the Queues

2. Update: Use this mode to update the Queues, Agent Group and/or Call Recording of the Agents. If you provide any value, it will override and update the old value. If you do not put any value and keep it blank, old values will not be changed. In order to remove all Queues and Agent Groups, set the Queue/Agent Group value as '-' and it will remove all Queues/Agent Group