This page allows users to add, view, download, import, and search agents for your business or organization.
Access Agents via CMS Portal: CONFIG > USER MANAGEMENT > AGENTS.
The first screen/dashboard that the user will see after clicking on the Agents will be:
Dashboard Definitions
| Dashboard Terms | Definitions |
|---|---|
|
Username |
This field represents the assigned username of the agent. This number is unique to every agent. |
| Name | This field represents the name of the agent. |
| Line of Business |
The line of business (LOB) is the company's business line representative. |
|
Action |
Action column includes different activities where users can modify the existing agent entry. Below are the available options: 1. Edit ( 2. Delete ( |
How to add a new agent?
Step 1: Click the + Add Agents on the top left to add a new agent.
Step 2: A new "Agents- Add" page opens for the user to enter the Agent's details. The screenshot for reference is below:
Mandatory parameters are marked with an asterisk () icon against the file name and have to be filled out before saving/submitting the Agents Details form. Clicking on the 'Cancel' button will discard the form changes and take the user back to the dashboard.
Description of Agents Details fields:
| Form Fields | Description |
|---|---|
| Line of Business | Select the line of business from the drop-down list. |
| Agent Location | Add the agent's country. |
| Username | Create an agent's username. |
| Password | Create a password for the agent. |
| Name | Add the name of the agent. |
| Add the email address of the agent. | |
| Status | Toggle "ON" to show the active agent and "OFF" to show the inactive agent. |
| Has Salesforce Access? | Select the "YES" or "NO" depending on the agent's access. This will enable the agent's Salesforce CTI access with the same credentials. |
| MFA | Multi-Factor Authentication- to add a layer of protection to the sign-in process. |
| Assigned Queues | With this feature, Admins can map agents to one or more queues, and when the mapped agents log in, they will automatically go into the mapped queue. They don't have to select the queue every time after login. |
| Allow Modify | If it is "ON", the agent can modify the queue assigned to them; if "OFF", agents cannot modify the queue. Only admins can edit it. |
Step 3: Click Save and Add Agent once complete. To discard, click on cancel.
How to Download agents?
Step 1: Click on the Download button as shown in the below screenshot:
All the agents' details will be downloaded to your device. Check the browser downloads or your download file location to view the file. The file will download in excel format. Below is the screenshot for your reference:
How to Import agents?
Step 1: Click on the Import button as shown in the below screenshot:
Step 2: Select the "Line of Business" from the dropdown menu and add an attachment from your device in the format of XLS, XLSX Only. Click Import to import the file and cancel to discard the import. See the below screenshot for your reference:
How to Search for an existing agent?
Step 1: Click the Advanced Search on the left for an existing agent.
Step 2: After clicking, you will see the below screen:
Enter all the details as mentioned for the desired search.
Step 3: Click Search to view the desired agent details. Click clear to discard the search.