1.2.1 Agents
- SUPPORT
Agent in the CloudCX system is a role, when a person gains an account with an Agent role, who can handle incoming or outgoing customer communications for an organization.
Add Agents
Prerequisites
A valid system admin account.
Step-by-Step Instructions
Go to your system
CloudCX installation domain, and log in with the admin account.From the left navigation menu, go to Global Settings > People > Agents.
Click on the “+” button to add Agent.
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 Chat 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.
Click Save and close the agent’s profile page.
Now you have successfully created an agent, the system will send an email with the account details to the agent’s email automatically.
For more settings about Agents, you can find more details about Agents Management9.1.1 Agents Management.