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1. Description

It is designed to add Agents to the Team.

It consists of the following elements:

  1. Search field(Fig.1(1));
  2. Creation tool (Fig.1(2));
  3. Refresh button (Fig.1(3));
  4. Registry (Fig.1(4));
  5. Pagination (Fig.1(5)).

Fig. 1. Agents tab

1.1. Search field

The search is performed on the Name column.

Include Page
Search field
Search field

1.2. Creation tool

Click the add button to add an Agent. The Add agent modal window (Fig. 2) opens after clicking the add button. It consists of the Agent field and the Add and Close buttons.

Fig. 2. Add agent modal window

The drop-down list with Agents opens when you click on the Agent field.

How to create a new Agent can be found here.

1.3. Refresh button

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Refresh button
Refresh button

1.4. Registry

The registry is a list of entries of existing objects in this section, each of which consists of a set of fields:

  1. Checkbox;
  2. Name;
  3. Status
  4. Supervisor;
  5. Skills;
  6. Editing tool;
  7. Removal tool.

1.4.

1. Checkbox Include PageCheckboxCheckbox

Fig. 3. Confirm deletion modal window

1

.4.2

. Name

The name of the Agent is displayed here. Clicking on the Agent's name opens that agent's General tab.

1.4.

3

2. Status

It shows what status the Agent is in.

There are such statuses:

Offline;

Online;

Pause;

 Break out.

1.4.

4

3. Supervisor 

Displays the Supervisor assigned to the Agent. If there are multiple Supervisors, the name of one Supervisor and the number of other Supervisors are displayed. The field is empty if no Supervisor is assigned. Clicking on the name of a Supervisor opens the Supervisors modal window (Fig. 43), which displays a list of Supervisors assigned to this Agent.

Fig. 43. Supervisors modal window

1.4.

5

4. Skills

Here, Agent Skills are displayed. The name of one Skill and the number of other Skills are displayed if there are multiple Skills. The field is empty if no Skills are assigned. Clicking on a Skill opens the Skills modal window (Fig.54), which displays a list of skills assigned to this Agent.

Fig. 5. Skills modal window

1.4.6. Editing tool

The Edit agent modal window opens(Fig. 3) after clicking the button. 

Image Removed

Fig. 3. Edit agent 4. Skills modal window

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.4.7

.

Removal tool Include PageRemoval toolRemoval tool

1.5. Pagination

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Pagination
Pagination

2. Opportunities

2.1. Add an Agent to the Team

Goal

Add an Agent to the Team

Preconditions
  1. Access to the Admin application;
  2. Access to the Teams section in the Admin application;
  3. Permission to edit in the Teams section;
  4. The presence of a Team or the creation of a new one;
  5. The presence of an Agent.

Steps


  1. Click the button. The Add agent modal window opens.
  2. Click on the Agent field. A drop-down list of Agents opens.
  3. Select the required Agent. The drop-down list is closed.
  4. Click the Add button.

Result

Agent added

2.2. Delete an Agent from the Team

Steps

Goal

Delete an Agent from the Team

Preconditions
  1. Access to the Admin application;
  2. Access to the Teams section in the Admin application;
  3. Permission to select and delete in the Teams section;
  4. The presence of an Agent in the Team.
  1. Find the Agent you want to delete in the registry;
  2. Click the delete button - Image Removed . A modal window opens to confirm the deletion;
  3. Click the Yes button.

Result

The Agent is removed from the Team.


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