Agents

A Supervisor can create Agents who can make and receive calls.

To add an agent, follow these steps:

Click on the Services tab placed on the side navigation.
Click Agent.
A list of all the agents appears along with the relevant details. Click the Add Agent button placed on the top right.

Enter the general details as per the fields described below.

Field	Description
Agent Name	Enter the name of the agent.
Call Forward Number	Enter the contact number of the agent.
Assign Extension to Agent	Choose an extension from the dropdown to assign it to the agent. You can do this action later if the extension is not yet created.
Intercom Number	Enter the 4-digit intercom number.
Assign Agent to Agent Group	Assign an agent to an agent group by making a choice from the available list of agent groups.
Assign Agent to Department	Assign an agent to the department by making a choice from the available list of departments. If you do not wish to do this action now, you can choose Assign Later.
Allowed Caller IDs	Choose which caller IDs are to be allowed to the agent for calling.
International Outbound Calling	Enable to allow an agent to make an international outgoing call.

Click the Save button.

a. Disable an Agent

Easily disable an agent by following a few simple steps as shown in the video below:

To add an agent group, follow these steps:

Click the Agent Groups button placed in the top-right corner.

Click on the Add New Agent Group button as shown in the below illustration.

Enter the Name and Description of the agent group.
Click on Save.

This feature is particularly useful in assigning specific agent groups to supervisors to grant them access to multiple agents.

The color codes next to agents define their status:

Green: Active
*Red: Blocked
*Yellow: Disabled
*Amber: Busy
*Grey: Offline

b. Block an Agent

You can also block an agent if they are not available for making or receiving calls. You might need to do this if your agent is on vacation or is sick and you do not want him/her to receive calls.

This feature will ensure calls are always routed only to available agents and you never miss out on a lead.

c. Sample CSV

Click on Sample CSV button, to download a sample CSV file that has the format needed for uploading the agents.

d. Upload Agents

Click on Upload Agents on the top-right corner.

Click on Choose File, upload the file and click Save.

e. Filters for Calls Answered

Click on the days for which you want to filter out the number of calls answered and click on Refresh to get the updated count of calls answered by the agent.