Create and manage agents
- Marharyta Kadatska
- Sviatoslav Sharak (Deactivated)
- Olena Bilianska
- Former user (Deleted)
Description
This section describes the algorithm for creating and managing Webitel agents in the Creatio system.
Glossary
Term | Description |
|---|---|
СRM user | A user of the Creatio system. Such user does not have the ability to make or receive calls from the system. |
Webitel user | The user of Webitel telephony system. In addition to using CRM, he can already make and manage calls from the CTI panel (CTI panel is one of the telephony tools in Creatio CRM. A Webitel user can receive incoming and outgoing calls, both internal and external, directly in the system). |
Agent | This is a Webitel user who can receive calls from queues. Skills, teams, statuses can be applied to him. agents also work with automatic calls (dialers). agents have the ability to work with statuses: change and manage statuses in the Call Center mode: "Waiting", "Break", "Callcenter". |
Skills | The skill set of a contact center agent. It is also a skill for queues. Agents with the queue skill participate in processing calls from the assigned queue. A quantitative measure of skill is capacity. |
Teams | Agent teams for working in the contact center. Agent teams are used to work with queues. One administrator and one or more supervisors can be assigned to a team. |
A Webitel user who has a "Call Center" licence can become an agent.
Important!
In order to create an agent, you must first create a Webitel user.
The process of creating a Webitel user is described here.
1. Create a Webitel user as agent
To make a user as agent in the Creatio system (Fig. 1), in the "Webitel Users" section, select the record of the required user and click "Open" (1)
Fig. 1. Open the user's record page
Fill in the checkbox (Fig. 2) in the field "Agent" (1), then, in the new available field "Team" (2) select one of the available teams in the drop-down list.
Note: the team must be previously created on the Webitel side.
Press the "Save" button (3).
After saving the record in Creatio, the agent will be created on the Webitel telephony server.
Fig. 2. Agent and team assignment
2. Deactivate agent
To deactivate the agent, it is necessary to select the required agent in the "Webitel Users" section, and "Open" (1) his record page. As seen on Fig. 2, uncheck the box next to "Agent" (1) and click "Save" (3). The agent has been successfully deactivated.
3. Add skills to an agent
To add a skill, on the record page of Webitel user (Fig. 3) click on the "+" (1) on the "Skills" detail.
Note: skills must be previously created on the Webitel side.
Fig. 3. Add a skill
In the new window (Fig. 4) fill in the "Skill" field (1) by selecting the required value from the list. You must also specify the "Skill capacity" (2). Skill capacity can be set from 1 to 100, where 100 is the maximum value. Fill the checkbox "Active" (3). When distributing calls, the system will take into account only active skills. Then you can "Save" (4).
Fig. 4. Choose a skill and capacity
4. Remove skill from the agent
To delete a skill from an agent, you need to do the following: select the desired agent in the "Webitel Users" section (Fig. 5), click on the skill to be deleted (1), then "Context menu" button (2), and then "Delete" (3). Confirm the action in new window by clicking "Yes". The skill has been removed from the list.
Fig. 5. Remove skills