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CloudCX enables agents to collaborate with each other seamlessly during chat sessions. Users have the flexibility to add multiple agents to their CloudCX account based on their specific requirements.

Add Agents

Prerequisites

A valid system admin account.

Step-by-Step Instructions

  1. Go to your system CloudCX installation domain, and log in with the admin account.

  2. From the left navigation menu, go to Global Settings > People > Agents.

  3. Click on the “+” button to add Agent.

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  1. Input the agent’s information.

Basic Information:

  • Account (Required): Account Name is a unique identification ID for you. Once an Account Name is created, it can not be modified.

  • Password: Password is used to verify identity and protect account security. The password needs to comply with complexity check rules.

  • First name (Required) and Last name: The agent's first name and last name.

  • Alias (Required): Agent's name, is displayed to visitors in the chat window. The default alias is First Name + Last Name.

  • Email (Required): The agent's email address. Email can be used to log in, and can be used to receive relevant event notifications and 2FA captcha.

  • Phone: The agent's phone number.

  • Chat Queues: Select which queue the agent belongs to. For more settings about Chat Queue, please refer to Queue Management 9.1.2 Queue Management.

  • Roles: The roles that the agent act as in your team.  For more settings about Role, please refer to Role & Permissions9.1.4 Roles&Permissions

  • Skills: Select which skills the agent have. For more settings about skills, please refer to Skill Management 9.1.3 Skills Management.

  • Active: When this option is turned off, the user's status changes to inactive, and the administrator can turn it on at any time. When the account is in the status of inactive, the user will not be able to log in. You need to contact the administrator for activation.

More Information:

  • Title: Agent's title is displayed to visitors in the header of the chat window.

  • Bio: Agent's bio is displayed to visitors in the header of the chat window.

  • Enable Mobile App: When this option is enabled, agents can handle visitor information as well as omnichannel messaging on mobile.

  • Time Format: Set your preferred time format (24-hour or 12-hour). Once updated, all time displays within your workspace will reflect your chosen time format for this Agent.

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  1. Click Save and close the agent’s profile page. The new agent account create successfully, and the system will send an email with the account details to the agent’s email automatically.

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Manage Agents

Edit Agents

  1. Select an agent, and click on “Edit” to enter the edit page.

  2. After edit the agent’s information, click Save and close the agent’s profile page.

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If you update the email, the system will prompt you to check your new email and your new email will receive a verification email sent from the system. You also can click “Resend verification email” to resend the email when you didn’t receive the verification email. Or you can click “cancel this change” to cancel changing your email.

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Note: If you haven’t finished the new email verification, the Agents list will keep displaying the unchanged before email address.

Delete Agents

  1. Select an agent, and click on “image-20240906-021544.png> Delete” to delete this agent.

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Note: You can not delete the agent account with administrator role, which is created when creating the company.

  1. If the agent has been assigned in the chats, tickets and workflow, you need to disassociate the belonging relationship of the agent with chats, tickets, workflow and views to set a new recipient.

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  1. After disassociate the belonging relationship of the agent, click Delete.

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  1. Click Delete to confirm the deletion.

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The agent has been deleted successfully.

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Reset Password

  1. Select an agent, and click on “image-20240906-021544.png> Reset password” to reset the password for this agent.

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  1. Input a new password in New password & Confirm password box, then click Save. The password needs to comply with complexity check rules, otherwise you can not reset your password successfully.

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The password has been resetted successfully.

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Backup Code

The backup code is used for your agents if they cannot access the email or device for any reason. Your site administrator having the required permissions can generate the backup code for agents.

To generate a backup code for your agent, please follow these steps:

  1. Select an agent enabled 2FA, and click on “image-20240906-021544.png> Backup Code” to get backup code for this agent.

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  1. Click Generate a Code.

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  1. Click Copy to copy the backup code and send to the agent, the agent will paste the backup code to the system login page to login.

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Each backup code can be used only once. The code expires after 30 minutes and will no longer work if it was already used or a new backup code is generated.

Account Unlock

If the agent fails to input the correct code on 5 attempts when log in the system with 2FA authentication, the agent’s account gets a lock. You can help the agent to unlock the account.

  1. Click on the button image-20241018-032708.png to unlock the account.

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  1. Click Unlock Account to unlock the account for the agent. Then, the agent can log in to the system using the essential login credentials with 2FA normally. If the agent can not get the verification code, you can generate a backup code for the agent.

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