Agents
Updated at May 30th, 2025
Table of Contents
Agents are a special kind of User; in this role, they can receive and handle routed interactions. In order to handle routed calls, the User must be assigned the Agent role, and the Agent must be assigned to an Agent Group.
Creating an Agent
- Navigate to Resources in the left menu, then select the Agents tab.
- Click the Add button at the top.
- A new window will open on the right, displaying Users who are not yet Agents. Select a User and click the Add button at the bottom.
- Close the window by clicking the X button.
Deleting an Agent
Select (or multi-select) the Agent(s) from the overview and click the Delete button at the top.
Editing an Agent
Click an Agent in the overview to open the settings window.
- Navigate to Resources and select the Agents tab.
- Click on an Agent to open the settings panel on the right, which contains three tabs: Agent, Agent Groups, and Agent Skills.
Agents
| Name | Shows the name of the Agent; |
| Alias | Alternative name which is shown in Webchat as ‘Connected with ….’ |
| Always logged on |
Check this box if this agent always needs to be logged on (so no separate login is required in the Client or via a call to the User logon media channel) Note that this requires his Officephone to be a physical extension (local, 3rd party or remote extension). If his Officephone is a virtual extension, he will be logged on to his mobile extension. |
| Voice recording | Check this box if routed calls for this Agent must always be recorded |
| Allow multiple interactions | Check this box if this Agent needs to be able to handle multiple interactions at the same time (e.g. voice + email + Webchat + Text (e.g. SMS or WhatsApp)). Be aware: If this option is not set, no phone calls will be offered while an Agent is handling email, webchat of WhatsApp. |
| Max. non-voice interactions | Default=0. Defines the max. number of non-voice interactions that can be routed to this Agent |
Agent Groups
| Group | Agent is member of this Group. |
| Fixed | Not selected: The Agent can activate / de-activate himself for this Group; |
| Active | Selected: The Agent is active member of the Group; |
- To assign a Group to the Agent: Click the Add button, then select the appropriate Group in the Assign Groups window and click OK.
- To remove the Agent from a Group: First, select the Group, then click the Delete button.
- Agents must be assigned to Agent Groups to receive routed interactions.
- When you assign a Group to an Agent, they are automatically set as active and fixed to that Group.
- Agents assigned exclusively to a Router (via an Agent Group) can be logged off automatically when the Router closes.
- Some Agents may be allowed to change their Group membership. This is controlled by the Fixed setting:
- If Fixed is not selected, the Agent can manage their Group membership via the settings button on the web client.
- When an Agent activates or deactivates themselves in a Group, the Active setting updates automatically.
Agent Skills
See the article ‘Skills Based Routing’ for an in-depth look at the features' functionality.
| Skill | Name of the Skill |
| Mandatory | Mandatory or not |
| Level | Skill Level of the Agent (Min = 0, Max =9) |
- To remove an assigned Skill: First, select the Skill, then click the Delete button.
- To assign a Skill: Click the Add button to open the Assign Skills window, which displays all available Skills in the UCS system. Select the desired Skills, then click OK. If needed, adjust the Skill level for this Agent.
- Agents can also be assigned Skills to enable skill-based call routing.
- Calls are directed to the best-qualified Agent based on their assigned Skills and proficiency levels.
- By default, newly assigned Skills have a Skill level of 5.
