How to Add a New
Agent Account
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Please launch the simplyMANAGE application with your supervisor
credentials:
:
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Here you can find all the defined agent and supervisor accounts:
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Agent Characteristics Tab – overview
Agent Profile: Used when a Skill-Based-Routing is required.
Each configured profile defines a different set of predefined
agent skills levels.
Example:
Profile Eng H – assigned to agents with high English level
Profile Eng M - assigned to agents with medium English
level
Note: A new profile may be defined only by a system
implementer!!!
Load Allowances (multi-tasking): Each set defines a different load
combinations (number of interaction types that may be simultaneously
handled by an agent).
In the example in the red frame, the Advanced set contains (1 Chat + 1 Telephony) as
one of the load options.
Each agent may be assigned with a different load allowance set (Basic,
Advanced, Custom and etc.)
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Adding a new agent account:
Specify a new agent
Account Name
Select the required
Load Allowance set
Select Agent Availability Type:
Regular Agent: agent that sits in front of his PC
Office Agent: agent that can be mobile around the
office . If the agent missed a call, his status will be
changed to -suspended, but after a predefined
period of time the status will be automatically
returned to an available mode.
SME: An agent that is mobile - out of the office,
will always receive calls to his private phone.
Assign to any required Agent Profile
from the defined list
If enabled, an agent can change on-the-fly
his extension to receive calls on his
private/office phone
If enabled, an agent can delegate, in
some cases, an interaction to his
supervisor
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A new agent account addition (cont) :
Set to “Yes” if the new agent calls
should be always recorded
Select a default phone type of the new agent.
Internal phone (the embedded soft phone)
Private phone (any external Mobile or desk
phone)
Select all the required BP’s (business
departments) that the new agent should be
assigned to ( e.g.: Sales, Customer Service and
etc.)
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A new agent account was successfully added. Please deploy changes to activate.
Press to
deploy
changes!!!
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It is advisable to provide to the new agent with the created Account Name (as
highlighted in the example below) and the initial password: ctw123
Please notice that at the first login agent will be required to change this
password.
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Thank you!
© 2013 simplyCT. All Rights Reserved, Business Confidential.