Add agents, groups and pause reasons

An agent is a sign-in identity for taking queue calls: a number and an optional PIN. It's separate from an extension, so an agent can sign in on any phone, or only on one you choose.

This feature needs the Contact Center Pro plan. See plans and pricing

Some labels in your portal or apps may look slightly different from this guide.

Add an agent

1. 1
   Step 1:

   Open the agents list

   In the admin portal, open Contact Center, then Agents. The list shows each agent's name, number, whether a PIN is required and their wrap-up time.
2. 2
   Step 2:

   Start a new agent

   Select the add button.
3. 3
   Step 3:

   Enter who they are

   Fill in Name and Surname. The Number fills in with the next free one. It's a few digits long and has to be unique. If it's taken, you'll see which agent holds it.
4. 4
   Step 4:

   Choose the login rules

   Under Login Options, set PIN Required and the PIN. Set Bind to Extension to Yes and choose an Extension to limit logins to that one phone. Leave it at No to allow any phone.
5. 5
   Step 5:

   Add them to groups

   In Member of, pick one or more agent groups. Hold Ctrl to pick several.
6. 6
   Step 6:

   Save

   Save the agent.

Direct calls and wrap-up

Agents can also get calls dialed straight to their agent number. In the Direct in Settings section, set Ring Time, whether the agent takes calls while paused or busy, and where a call goes when they're busy, with an option to use voicemail. Each field can be left on Not Set to follow the global default. A Wrap Up Time on the agent overrides the global one.

Add many agents from a CSV file

On the agents list, use CSV Upload. Every row needs a Name and a Number, and neither can be blank. Optional columns match the other agent settings. Write any value you're skipping as empty double quotes, or the row is skipped. When the import finishes, a message tells you how many records were imported and skipped. Confirm the exact column names in your portal before you build the file, because they have to match.

CSV Download exports your list.

Group agents

A group lets one login cover many queues. Open the groups list, add a group, name it and choose its agents. Changes to a group apply right away to every queue that uses it. When an agent logs in, they're signed in to every queue that includes them.

Create pause reasons

A paused agent stays signed in but gets no new queue calls. Agents pause with *204 followed by a reason code, or from the pause control in the agent app.

1. 1
   Step 1:

   Open pause reasons

   In the same Contact Center area as the agents list, open Pause Reasons.
2. 2
   Step 2:

   Add one

   Enter a Name, such as Training, a digits-only Code and a Description. Billable and Payable are optional tags set to Yes, No or Not Set.
3. 3
   Step 3:

   Save

   Save it. Pause state and reason show in the queue monitor.

An outbound call made while paused is allowed, but shows up as another pause entry in the statistics.

Set company-wide agent defaults

Open Agents Settings to set the default wrap-up time, how many failed login attempts happen before a failure notification, and what happens when an agent doesn't answer in time: Auto Pause or Auto Logoff. Agents log in from any phone with *203.