The list of all agents gets displayed here, along with other details. Agents are
individuals who handle incoming, outgoing calls on behalf of an organization.
They are responsible for providing customer service, answering queries, resolving
issues, and so on.
The admin can create accounts for new agents by clicking “Add new”.
Here, the following details need to be filled:
- Basic details like username, password, full name, email, contact, gender, and
DOB - Agent type- There are two types of agents: callback and uuid-standby.
● Callback agents try to reach the agent via the contact fields value.
● Uuid -standby try to directly bridge the call using the agent uuid - No Answer Delay Time- the time the system waits before attempting to call
the agent again if they did not answer within the Call Timeout.- Max No Answer- maximum attempts to call the agent. For example, when
set to 1, if the agent does not answer within the first Call Timeout, they will
not get another chance to answer the call. When set to 2, the agent has two
attempts to answer the call. - Wrap-Up Time- the amount of time between calls the agent will be
allocated. - Reject Delay Time- time duration for which to wait before a call is offered
to the agent when they reject a call manually. - Busy Delay Time- the time duration for which to wait before trying any
agent who is on Do Not Disturb.
Hit the “Add Agent” button and records for the new agent will be added.
These records can be edited and deleted as per the requirement. The login status
shows their status. As an admin, you have the privilege to log out any agent by
simply clicking the “Logout” button.
The record can be refreshed from time to time to ensure that it is up-to-date.
