Agents (Contact center)

Owned by Olesya Tantsyura
Last updated: Dec 20, 2024 by Olga Zaritska
5 min read

1. Description

It is designed to configure Agents. A User who has a Call Center license can become an Agent.

It consists of the following elements:

  1. Creation tool (Fig.1(1));

  2. Search field (Fig.1(2));

  3. Refresh button (Fig.1(3));

  4. Registry (Fig.1(4));

  5. Pagination (Fig.1(5)).

Fig. 1. Agents page.

1.1. Creation tool

Use the Add button (Fig.1(1)) to create a new object. Access to a General tab opens after clicking. You can open tabs for existing Agents through the entries editing tool (see paragraph 1.4.7).

Tabs:

1.2. Search field

The search is performed on the Name column.

Consists of an input field and a close button (), which is displayed when you enter data in the input field.

You can create a search query in regex format, and the system will display the results that match it.

1.3. 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. Status time;

  5. Team;

  6. History tool;

  7. Editing tool;

  8. Removal tool.

If there is no entry on the page, then an additional Add button is displayed in the register, the functionality of which duplicates the Add button in paragraph 1.1.

1.4.1. Checkbox

Fig. 2. Confirm deletion modal window

1.4.2. Name

The name of the Agent is displayed here.

1.4.3. Status

It shows what status the Agent is in.

There are such statuses:

Offline;

Online;

 Pause;

 Break out.

1.4.4. Status time

It shows how long the Agent has been in the state displayed in the Status column.

1.4.5. Team

It displays the name of the Team the Agent belongs to.

1.4.6. History tool

The State History modal window opens (Fig.3) when clicking the  button.

Fig. 3. State history modal window

Time parameters are set, and the list of entries is displayed in the modal window. Available pagination and buttons to close the modal window.

The registry consists of the following columns:

  1. State;

  2. Channel;

  3. From;

  4. To;

  5. Duration.

1.4.6.1. State

There are such states:

  • waiting — waiting for a connection with a Subscriber;

  • offering — connected with the Subscriber; connects with the Agent;

  • answered — active call;

  • active — active chat;

  • bridged — the call is connected to the Agent and the Subscriber;

  • hold — call on hold by the Agent;

  • processing — the Agent enters call details;

  • chat — the Agent serves a Chat;

  • wrap time — a pause between calls. The duration of this state is entered in the Wrap up time field on the Timing tab of the Agent's Team;  

  • missed — occurs when the Agent missed the call. The duration of this state is entered in the No answer delay time field on the Timing tab of the Agent's Team;

  • pause — Agent on pause. The name of this state changes according to the name of the pause. You can see available pauses on the Agent statuses page;

  • break_out — the Agent is forcibly taken offline. This state occurs when the Agent has missed the maximum allowed number of calls, which is entered in the Max no answer field on the Timing tab of the Agent's Team;

  • online — Agent is online;

  • offline — Agent is offline.

1.4.6.2. Channel

There are such channels:

  • Call;

  • Email;

  • Chat.

1.4.6.3. From

The time when the Agent entered this state.

1.4.6.4. To

The time when the Agent left this state.

1.4.6.5. Duration

The amount of time the Agent spent in this state.

1.4.7. Editing tool

1.4.8. Removal tool

Fig. 4. Confirm deletion modal window

1.5. Pagination

2. Opportunities

2.1. Create a new Agent

Goal

Create a new Agent

Goal

Create a new Agent

Preconditions

  1. Access to the Admin application;

  2. Access to the Agents section in the Admin application;

  3. Permission to create in the Agents section.

  4. The presence of at least one User who is not an Agent or Supervisor and has a Call Center license.

Steps

 

  1. Click the Add button. The General tab opens.

  2. Enter data. The Save button becomes active.

  3. Click the Save button. Access to the Permissions tab is opened.

  4. Fill in the required data in other tabs.

  5. Click the Save button

Result

Data saved. The Agent is created.

2.2. Delete an Agent

Goal

Delete an Agent

Goal

Delete an Agent

Preconditions

  1. Access to the Admin application;

  2. Access to the Agents section in the Admin application;

  3. Permission to select and delete in the Agents section;

  4. The presence of at least one Agent.

Steps

 

  1. Find the Agent you want to delete in the registry;

  2. Click the delete button — . A modal window opens to confirm the deletion;

  3. Click the Delete button.

Result

The modal window closes. The Agent is removed.

2.3. Delete several Agents

Goal

Delete several Agents

Goal

Delete several Agents

Preconditions

  1. Access to the Admin application;

  2. Access to the Agents section in the Admin application;

  3. Permission to select and delete in the Agents section;

  4. The presence of at least one Agent.

Steps

 

  1. Find the Agents you want to delete in the registry. Select them using the checkbox;

  2. Click on the delete button at the top of the registry. A modal window opens to confirm the deletion.

  3. Click the Delete button.

Result

The modal window closes. Agents are removed.

2.4. Edit an Agent

Goal

Edit an Agent

Goal

Edit an Agent

Preconditions

  1. Access to the Admin application;

  2. Access to the Agents section in the Admin application;

  3. Permission to edit in the Agents section;

  4. The presence of at least one Agent.

Steps

 

  1. Find the Agent you want to edit in the registry.

  2. Click on the edit button in the entry of this Agent. The General tab opens.

  3. Open the tab you need.

  4. Make changes.

  5. Click the Save button.

Result

Data saved.

2.5. View an agent's state history

Goal

View an agent's state history

Goal

View an agent's state history

Preconditions

  1. Access to the Admin application;

  2. Access to the Agents section in the Admin application;

  3. Permission to select in the Agents section;

  4. The presence of at least one Agent.

Steps

 

  1. Find the Agent whose history you want to view in the registry.

  2. Click the button.

Result

The State history modal window opens.