Instant - Agents & Teams

Owned by Product Knowledge
Last updated: Jan 30, 2024
8 min read

 

 

To enable XCALLY Instant a minimum of 3 agents is required

 

Agents are skilled Contact Center representatives that are able to manage customer interactions through Motion environment.
You can find the Agents section under the Staff menu. 

You must have admin role or user role with agents permission to be able to manage Agents in XCALLY Motion. Note that a user can only operate on agents that are added to the queues to which he/she is enabled.

Create a new Agent

To create an Agent click the New Agent button + (you'll find it at the bottom right of the page):

 

Enter the Agent's details:

  • Agent’s Full Name

  • Username, which is used to login (only letters, numbers or special characters like ._ are allowed)

  • Alias: an alternative name for the Agent, which can be used to hide the real agent login name

  • Typology: by default External. The agent will be able to login, logout, pause/unpause from the Web Interface with username and password

  • Email: the Agent email address. This field is used to receive a link to reset the password anytime the agent forgets it 

  • Password: insert here the password. According XCALLY Motion Security rules, if the Security Suite is enabled, it must contain at least 8 characters and have at least 1 lowercase character, one uppercase character, one numeric character and one of the following special characters ~!@#$%^&-_=+[{]}.

  • By default, an Internal number (Extension) is automatically generated. You can manually specify the internal number you want to assign to the agent by editing his/her profile.

  • Description (not mandatory)

The Agent can now login to the XCALLY GUI using the configured Username and Password (remember to enable the agent to the service queues through which he/she can manage interactions).

After the Agent has been created, you can view him/her in the Agents List. You can view, edit and modify Agent details and add Agent to Queues.

Edit/Modify an Agent

Find the agent from the list and click on the 3 dots menu → Edit Agent

In the Agent Configuration you'll find the following tabs:

While in the Header of the panel you find these buttons:

  • orange button to add Agent to a Team 

  • key icon to change agent password. In this case according XCALLY Motion Security rules, if the Security Suite is enabled, the password must contain least 8 characters and have at least 1 lowercase character, one uppercase character, one numeric character and one special character like ~!@#$%^&-_=+[{]}.

Moreover clicking on black button you can add Agent to a Whatsapp Queue:

When you click on the icon referred to the Channel the pop-up screen will show you the list of available queues and to add the agent to one queue you just need to click on the queue name.

All changes you make are automatically saved and operational!

Account

  • In Personal Info tab you can edit:

    • Full Name

    • Alias

    • Typology

    • Email

    • Phone  

In addition to these ones, you can enable Login in Pause (default: Disabled): if enabled, the agent will be by default on pause for all the queues he/she belongs to when he/she logs in, until the status is changed.

 

  • In the Security Suite Section you have:

    • the last Agent's password reset time and date. This value is shown only if the Security Suite feature is enabled in the global Admin Settings

    • Disabled: switch on this toggle to disable the User Account (this action can be reverted, switching the toggle off)

    • Locked:  if the Agent's account has been automatically locked out after a number of failed login attempts, switch this toggle off to manually unlock it (this only happens if this automation has been configured by the administrator for all users and agents of the system in the General Settings).

    • Mask Sensitive Data: select this option if you want the Agent not to see the personal data of the Contacts, such as the telephone number, the Name and the Email address

Remember to specify the number of characters / digits to mask in the Settings - General (Security section):

 

 



 

  • In the Authentication section you can active directory SSO, to login with the Active Directory credentials

  • Change Avatar: If you want to change the Agent's picture click upload and select the image file (Only PNG and JPG formats - max 8MB).

Other Channels

 

In the Other Channels Section, you can set the WhatsApp Connector Capacity so the maximum number of concurrent interactions per agent.

When the maximum number of interactions is reached, the Agent cannot receive any further interaction: all the interactions already managed before will be passed to the agent anyway (if available, otherwise they will follow the action flow).

You can change channel capacity and the default value is 0=unlimited.

On Auto answer section, you can enable/disable the auto answer for the Agent selected. The interaction is assigned to the Agent without him accepting the notification. 
Enabling this feature for Whatsapp you can set the answer delay in seconds. 

From Advanced Search section, you can enable/disable the advanced search on Whatsapp for the Agent selected. 

Permissions

In this section, the admin can give permissions to a specific Agent: 

  • General

    • Enable Internal Messenger: Allow/disable the use of the internal messenger on the Agent's Desktop to write messages to other agents 

    • Messenger sound notification: When receiving a new Internal Message, the Agent will be notified or not by a sound

  • Download Permissions

    • Attachments: Download WhatsApp interactions Attachments

    • Omnichannel Interactions: Download interactions carried out for WhatsApp channel

  • Permissions: Enable/Disable Agents to see features on the Agent Omni Channel Desktop sidebar (In this example, Agent will see Home and Whatsapp connector when he logins)

 

Client Logs

From the Client Logs section of the single Agent, you can enable client-side logging for debug and issue troubleshooting.

  • Click on the toggle button to enable all Client scopes

  • Select the minimum logging level:

There are 4 levels available. Below, the basic information in this regard:

DEBUG_LEVEL

DEBUG

LOGS

ERROR

The ERROR level designates error events that might still allow the application to continue running

error log

WARNING

The WARNING level designates potentially harmful situations

error log, warn log

INFO

The INFO level designates informational messages that highlight the progress of the application at coarse-grained level.

error log, warn log, info log

DEBUG

The DEBUG Level designates fine-grained informational events that are most useful to debug an application.

error log, warn log, info log, debug log


As logs are enabled, the Agent receives a corresponding notification, as in the following example:

This feature allows the logs file output on the server (i.e. client/role-username folder), for the Agent/User logs have been enabled.

 

Delete Agents

To delete a single agent, find the agent in the agents list and Delete:

To delete multiple agents you can select the list of agents to delete by marking the checkbox on the left side and then click on Delete button (ok to confirm).

When you delete agents, the system will consider the action as SOFT DELETE and will transfer the user in the Deleted Members section.

Export list of agents

To export list of agents in CSV, select the list of agents to export by marking the checkbox on the left side and click on the Export button:

 

Team

A Team is a convenient way to manage a collection of agents. You can use teams to add/remove multiple agents to a queue.

You can find the Teams section under the Staff menu

Create a Team

To create a team click the + New Team button → enter Name and Description (optional) then click Add Team.

After the team is created, you can view the team in the list of teams.

You can edit the team, add agents to a team or add a team to a queue.

Edit/Modify a Team

Find the Team from the Team list (you can use the search box on the top-right of the page to filter) and Click on 

Edit Team

You can edit the Team profile where it’s possible to change the Team Name or description 

Add agents to a Team

On pop-up screen, use the search box to find the agent you want to add and then click on it.
You can add more than one agent or click on >> to add all agents to the team. All changes are automatically saved.

You can also add an agent to a Team by clicking the orange button in the Edit Agent panel.

 

Delete Teams

To delete a single Team, find the Team in the list and Delete:

To delete multiple Teams you can select the list of teams to delete by marking the checkbox on the left side and then click on Delete button (ok to confirm):

Export List of Teams

To export list of teams in CSV, select the list of teams to export by marking the checkbox on the left side and click on the icon Export button: