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Create Agent Accounts

An agent requires login credentials to log in to Agent Console. The General tab allows the administrator to specify an agent's user information including login credentials, email address, group assignment, and more.

To create an agent account:

  1. From the Configuration Menu, open Agents.
  2. Click Agent to add a new agent.
    The General tab opens.
  3. Enter the required information.
    The following table summarizes the options under Agent > General:
    General Tab OptionDescription
    EnabledIf selected, allows the agent to log in to Agent Console using the agent's username and password.
    First NameEnter the agent's first name.
    Last NameEnter the agent's last name.
    Display NameAllows agents to present themselves with a customized display name. The display name can be modified by the Virtual Contact Center administrator here, or if permitted, by the agents in Agent Console. The changes immediately appear in the other application. To prevent agents from changing their display name at the tenant level, clear the Allow Agents to Change the Display Name checkbox under Home > Profile.
    Email AddressEnter the email address Virtual Contact Center uses to send agents copies of their direct access voicemail messages. You can save email addresses with up to 254 characters.
    Software LanguageChoose the language used by the Agent Console interface.
    UsernameEnter the account name the agent must use to log in to Agent Console.
    Agent usernames are case sensitive: When an agent logs into their Agent Console, they must use the same combination of upper and lowercase characters as those in the Username text entry area.
    Password, Retype PasswordIf enabled, enter the password the agent must use to log in to Agent Console.
    After logging in to Agent Console for the first time, an agent can use My Profile to change their password.
    Contact center administrators can use the Password text entry areas to change or reset an agent's password.

    Note: This field is disabled if you have turned on Email system generated passwords for new agents/admins and reset under Security >Password Policies. For details, refer to Configure Password Policies.

    CommentEnter a description for the agent account.
    Enable Agent's My Recording Functionality Allows this particular agent the recording functionality in Agent Console. For example, if enabled, an agent can record personal prompts, greetings, or messages that can be played to the customers when a call comes in. The recording functionality in Agent Console is accessible via Menu > My Recording. This option appears when you select an agent group.
    Copy Details FromThis option is visible when adding a new agent. It allows you to copy the account information from another user account.
    Agent GroupSelect the agent's group assignment, such as Sales, Support, Marketing, etc.
    Interaction Offer Timeout Specify the duration (in seconds) for which an agent is offered an interaction before the interaction times out. After the specified time, the agent status changes to Take Break automatically.
    Note: If the interaction offer timer runs out for an agent and the caller is back to the queue, the caller's position in the queue will remain the same and not changed or reset.
    Agent Primary LanguageSelect the agent primary language. If the agent speaks the same language as the customer does, they can choose to handle the conversation without the aid of the translation tool.
    Agent Secondary LanguageSelect the agent secondary languages. If the chat request is in one of these languages, the agent can chat in the requested language.
    Status-change Coding Indicates the agent has no status code list assigned while defining a new agent.

    Note: If an existing agent is assigned with a code list, the code list name shows here.

    Allow agents to change Enable/Disable settings in Assigned QueuesControl an agent's ability to change queue assignment from the agent profile.
    Allow agents to pull e-mails from queueBy default, Virtual Contact Center presents emails to agents on the basis of first-in-first-out. To enable agents to selectively pull email messages from their email queues, select Allow agents to pull e-mails from queue.
    Allow agents to Delete pending e-mailsIf disabled, agents are prevented from deleting pending email in Agent Console. By default, agents have the privileges to delete pending email.
    Allow Agents to Reject InteractionsThis option is enabled by default allowing agents to reject interactions. If disabled, the Reject button in Agent Console is disabled preventing agents from rejecting the interactions they are offered. The Reject button in Agent Console appears when an interaction is offered to the agent. You can set up this ability for an agent group, or individual agents. If you disable this option at the tenant level, the check box will not show up for agent groups or individual agents.
    Enable CollaborateTo enable the agent to use the Collaborate feature to connect to customer computers for purposes of providing hands-on assistance, select Enable Collaborate. If enabled, the Option menu is removed from the control panel during an interaction.
    Enable and show options menu buttonThe Options menu in Agent Console gives access to transaction codes, dial pad, and call recording options during a call. Select Enable and show options menu button. If selected, the Options menu shows during a call.
    Current CountryBy selecting the country of an agent, you can optimize call quality and routing. It hints the system about the agent's location, and offers improved call quality.
    Reset PasswordSends a password reset email to the agent with the username and temporary password. The Reset Password button appears if you have turned on Email system generated passwords for new agents/admins and reset under Security > Password Policies. For details, refer to Configure Password Policies.
  4. Click Save before you move away from this tab.

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