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Agents

Agents

Overview

Agents are skilled Contact Center professionals responsible for managing customer interactions across the various channels supported by XCALLY Motion. They can be assigned to queues, campaigns, and accounts, enabling them to handle inbound and outbound interactions on all configured communication channels within the platform.

In this section you can create and manage agents with different typologies:

The Agents section

This page describes the Agents configuration on the New Client Experience, available from version 3.58.0. We recommend using the New Experience web interface to take full advantage of the latest features.

You can access the Agents section by navigating to Staff → Agents.

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By enabling the New Client Experience, you can access the Agents list that provides a comprehensive overview of each agent, displaying the following key information:

  • Avatar

  • Contact info: Full Name, Username, Email, Internal extension

  • Typology: webRTC, Phonebar, external or mobile

  • Account Status: shows whether the agent is Disabled or Locked

  • Client Logs (icon color indicates log level):

    • Black: Logging not enabled

    • Blue: Debug

    • Orange: Warning

    • Red: Error

    • Gray: Info

  • Creation and Update Date: Date the user account was created or updated

From the Staff → Agents section you can:

  • search for a specific agent

  • set and clear filters

  • manage columns

  • activate the advanced search for each field

  • invite agents, if you select at least one row, clicking the email button

  • export agents, if you select at least one row, clicking the Export to CSV button

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Create a new Agent

To create a new Agent:

  1. Go to Staff → Agents

  2. Click the Add (+) button

  3. Complete the form:

  • Full Name: Agent’s full name

Do not use the same value as the internal number, or the creation will fail.

  • Username, used for login. Only alphanumeric characters and . or _ are allowed.

  • Alias: optional. An alternate display name for the Agent to hide the real agent login name (e.g. used in canned answer, email template, chat and so on)

  • Typology: select one among: Phonebar, External, WebRTC and Mobile). Below we’ll explore the different typologies

  • Email: the Agent email address. Used for password recovery. A reset link will be sent to this address.

  • Password: must meet XCALLY Motion security requirements if Security Suite is enabled: minimum 8 characters, at least 1 uppercase, 1 lowercase, 1 number, At least one special character: ~!@#$%^&-_=+[{]}.

  • Internal number (Extension): auto-generated by default. You can edit this manually in the Agent’s profile later

  • Description: optional. Free text field for internal notes.

  • Voicemail: enable this option to automatically assign a voicemail box to the agent.

  • For Phonebar agents: enable Remote Control to activate the Phonebar API web service and define the Remote Control Port

  • For Mobile Agents, you have to specify Mobile App Push Gateway for mobile push notifications.

Once the Agent is created, he/she can log in to the XCALLY Motion GUI or Windows Phonebar using the configured Username and Password.

After creation, you must assign the Agent to queues, lists and accounts to enable them to manage inbound calls, campaigns and digital interactions.

Newly created Agents will appear in the Agents List under Staff → Agents.

Clicking the three dots button (⋮) next to the agent, you can:

  • send the e-mail invitation to the agent

  • generate an invitation link

  • delete the agent

  • associate the agent to teams, queues, profiles or AI assistant

  • edit the agent

Agent Typology