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Configuring Your Agent Profile

Before configuring the contact center's agent account, the contact center's management team must define a standard configuration for each type of agent that will work in the contact center.

The contact center administrator can then use those standard configuration values to guide the use of the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions., My Profile page, to configure a given agent's account.

The information on My Profile screen is organized under the following areas:

Summary of Agent Profile Settings

The following table summarizes profile settings in Agent Console.

AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Profile Areas Profile Setting Description

General

 

Agent Name

 

Agent Id

 

TenantYour unique and secure contact center instance running on a 8x8 platform. You use the Configuration Manager to create and configure all aspects of your contact center's resources and operational behaviors, including groups, incoming channels, queues, agents, routing scripts, skills, monitoring, recording, and reporting. Label

 

Tenant Name

Version - Package

Revision

  • Displays agent name as entered by the Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. administrator.
  • agent Id used to login to Agent Console.
  • Tenant Label that appears on top of the Configuration Manager and Agent Console windows.
  • Name of the tenant.
  • Specifies the version of Virtual Contact Center.
  • Represents the revision number of Virtual Contact Center.

Personal

 

Email Address

 

 

Phone Number

 

SIP Phone URI

 

 

Make Verification Call

  • Type the email address for this account. When the agent uses the CRM case management page, Notification tab, to send an email, the agent can choose this email address as the From address for the message.
  • Designated number to process interactions on the Agent Console.
  • specifies the SIP Phone URI of a VOIP phone. The SIP URI resembles an e-mail address and is written in the following format: SIP URI = sip:[email protected]:PortWhere x=Username and y=host (domain or IP).
  • Places a call to the specified phone number for verification. On answering the verification call, you can set up a voicemail greeting.

Personalization

Notification Sound

 

Date Format

Default Signature

 

 

 

Default "From"

 

 

 

 

Email Signature

  • Provides a choice of alert sounds to notify a new interaction. You can play to check the notification sound.
  • Offers a choice of date formats to apply on all email notifications sent to and from the tenant.
  • Choose the default email signature used when sending email messages from this account. When the agent uses the CRM case management page, Notification tab, to send an email, the default signature appears as one of the choices in the Signature list.
  • Choose the default From address used when sending email messages from this account. When the agent uses the Internal CRM page, Notification tab, to send an email, the default from address appears as one of the choices in the From list.
  • Type the email signature for this account. When the agent uses the CRM case management page, Notification tab, to send an email, the agent can choose to insert this Signature in the message

External Setup

 

External Username,
External Password

If the Agent Console has been configured to interoperate with a third-party CRM, in the External Username and External Password text entry areas, type the login credentials this agent uses to access the third-party CRM.

 

Queues Assignment

 

Inbound Phone

Outbound Phone

Chat access

Email

Voicemail

By default, the Queue Assignments area lists the agent's queue memberships.

If the contact center administrator uses the Configuration Manager to enable the Agent can change queue assignments option for this agent, then the agent can use the Queue Assignments area to disable a queue's ability to offer the agent interactions.

 

Security

Old password

New Password

Retype Password

Security Question

Security Answer

  • By default, the current password is listed for all the three fields. If an agent wishes to change the password, he should enter the old password, and new password, and confirm the new password.
  • Hovering over the symbol indicates the password length defined for the Agent Console.
  • Selecting a Security Question and answer in the profile is used to ensure the person requesting to reset the password is the one assigned with the agent account.

 

See Also

 


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