Enterprises can add, delete, modify, and query customer service agents through the Customer Service Management feature.
Adding agents
1. Go to the Cloud Contact Center management console, choose Agent Management in the left navigation bar to enter the agent management page, and click Add Agent in the upper left corner of the page.
2. Fill in the agent name, nickname, agent ID, email address, role, and other information, and click Confirm. After the agent is added successfully, the system will send an email with a random password to the agent's mailbox, which can prompt the agent to log in after checking the email.
Note
The skill group is not a mandatory item. You can create a skill group and then add agents to the skill group in skill group management.
Adding agents in bulks
1. Click Bulk Agent Import in the upper left corner of the agent management page.
2. Click Download Template in the Bulk Import dialog box. Fill in the agent name, nickname, agent ID, email address, role, and other information in the template table.
3. After filling, click Upload File, and then click OK after the upload is successful. After the agents are added successfully, the system will send an email with a random password to the agents' mailbox, which can prompt the agents to log in after checking their emails.
Resetting Password
If the agent forgets the password or has not received an email with a random password, the administrator can click Password Reset in the operation column of the target agent to send an email with a random password to the agent's mailbox, and the original password becomes invalid. The agent can be prompted to log in to the mailbox to check the new random password.
Editing Agents
Click Edit in the operation column of the target agent to modify the agent name, nickname, and skill group information. Other information is not currently supported for modification, and you can delete the agent and add it again.
Deleting Agents
Click Delete in the operation column of the target agent. After deletion, the agent cannot log in.
Force offline
Click Force Offline in the operation column of the target agent. Then the agent cannot log in again.
Resume Online
After forcing the agent to log out, if you need to remove the login restriction on the agent, you can click Resume Online in the operation column of the target agent, and then the agent can log in again.
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