Agents

Updated at March 7th, 2025

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Table of Contents

Creating an Agent Deleting an Agent Editing an Agent Agents Agent Groups Agent Skills

Agents are a special kind of User; in this role, they can receive and handle routed interactions.

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.

Select (or multi-select) the Agent(s) from the overview and click the Delete button at the top.

Double-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.

Name	Shows the name of the Agent;
Logged on as agent	Shows if logged in as an Agent or not;
Edit user	Link to edit the User’s profile of the Agent;
Alias	Used for webchat
Always logged on	Agent stays always logged on. Always logged on ensures the User remains logged in as an Agent, even after closing the Client. Routed calls are still offered to their device. This should only be enabled for Agents without a Client.
Voice recording	The routed calls are recorded by the system automatically.
Allow multiple interactions	Allow handling of multiple interactions.
Max. non-voice interactions	Set maximum number of non-voice interactions simultaneously handled by one Agent.

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.

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.
Skills are created by the Administrator. The Mandatory field is system-defined and inherits the Skill’s settings.