Agents Management

This section allows the Admin to manage and dispose of all the agents easily.

It is useful in unexpected moments of high use of the service by customers.

Open

The screen provides an overview of the Agents' skillset and sets their number of possible interactions.

Furthermore the Admin can add Agents as well as delete them.

Open

 

1. Add Skillset

2. Remove Skillset

3. Set maximum conversations handled by an agent

4. Data Frame,  which covers the amount of conversations viewed by the administrator

5. Delete a single agent

6. Empty the list: to delete all at once the agent administered by the Admin

7. Add Agents

8. Download Excel file (with all the information in the bracket)

Add Skillset

Click on the option:

You will now be able to add a skillset, by selecting the the skill as well as its level of priority

Keep in mind to press on OK to save the new settings

Remove Skillset

To eliminate a specific skill, click on the feauture and it’s going to show

Select a skill and then remember to press on OK to eliminate it from the dashboard

Set Maximum of Conversations

This option allows the admin to decide how many interactions can be handled by a single agent

Insert the desired number and click on OK to save the new settings

Delete

To eliminate an agent from the admin control, it is possible to press on:

And confirm your choice by selecting delete

In case of an error in the process, hence you didn’t want to delete the agent, go to ADD Agent and rectify your choice

Add Agent

The feature provides the perfect tool for the Admin to put under his management new agents.

Once you have clicked on the green label:

You will be able to see all the agents and their skills

The Excel file Download 

This feature  allows to translate all the information related to the agents' management in an Excel file.

Click on the icon and you will see the following bracket on the bottom left end of your screen:

Open the file and you will have all the information you need in an Excel, easy to share to subjects/departments that do not use the WitiOp platform.