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Who are the Agents?

Agents are skilled Contact Center representatives that are able to manage customer interactions through the multi-channel environment.

The Agents Section

You can find the Agents section under the Staff menu.

Create a new Agent

🎬 Video Tutorial

https://app.guidde.com/share/playbooks/qVaysDqrpsE65j7pmFhYVA?origin=3wPlti10dEfOGQjG7BKQvB2q4IC3

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:

Full Name of the Agent
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 (e.g. in canned answer, email template, chat and so on)
Typology (choose the setting among: Phonebar, External, WebRTC. The default proposed value is Phonebar). To find out more about the typology, see the info box below.
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)
Optionally, you can enable Voicemail to automatically create a voicemail box for the agent.
Remember to enable the Remote Control in order to enable the Phonebar API web service (you can change this editing the Agent Motion Phonebar Setting).

The Agent can now login to the XCALLY GUI and Phonebar using the configured Username and Password (remember to enable the agent to the service queues through which he / she can receive calls!)

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.

Agent Typology

The Typology field must be on line with the Agent's client configuration: the Agents with WebRTC use a different transport protocol from the Agents with the Phonebar (see the Voice Section).

A wrong agent configuration will not make possible the communication with the server, as shown in the Agent Status on the Phonebar:

Agent can be of 4 typology:

WebRTC

The agent will be able to login, logout, pause/unpause from the Web Interface. Bar integrated on the platform.
When red dot turns green, the bar is active:

Phonebar

Agent enters to phonebar with his/her credentials to activate calls from it. In fact any action should start on the Phonebar and the Web Interface reflects the changes:

External

The agent will be able to login, logout, pause/unpause from the Web Interface.
The Administrator can set an Hot Desk feature (available from XCALLY Motion Version 2.0.77) for the specific Agent:

If this option is set to on, at login time the Agent will be able to select which one of the available registered Telephones he wants to be associated with (click on the down arrow to see the complete list. Telephones must already be configured):

Mobile

The agents login with XCALLY mobile app

Mobile typology is visible only if Mobile feature is enabled on license.
Available from version 3.33.0

Edit/Modify an Agent

You can see the agents list with indication of:

full name, username, email
typology
internal number
info icons to indicate if the agent is disabled, locked, with client logs enabled. If one of these options is enabled, you can see the relative icon coloured, otherwise it is grey

To find a specific agent, you can use the search box on the top-right of the page to filter and click on the three-dots button menu and then select Edit Agent:

in the Agent Configuration form you'll find the following tabs:

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

black button to add Agent to a Queue of the different channels
orange button to add Agent to a Team
red button to add Agent to a profile (if you have enabled multiprofile feature on your license)
key button to change password

Account

In Personal Info tab you can edit Full Name, Email or other description fields.

In addition to these, you can enable the following:

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

The Mask Sensitive Data feature is available from version 2.5.23.

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
- disable MFA for the Agent, when active

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).

Notifications: here you can define the default position for displaying toast notifications throughout the application. Default: top-right.
You can choose among top or buttom + right/center/left

Voice

In the Voice Section, you can change parameters related to an agent's SIP client settings:

Where:

Transport: this value can be TCP, UDP, WSS or WS. Use:
- TCP/UDP if the Agent uses the Windows Phonebar
- TCP/UDP/WS/WSS (according to the external phone used) if the used Phone is External
- WSS if the Agent uses the WebRTC Bar (defaulted value)
Host: insert Host IP (for fixed IP access only) or dynamic (for dynamic access) for SIP registration
Nat: this variable changes the behaviour of Asterisk for Agent's access behind a firewall. Choose a value among the following: yes, no, force_rport, comedia, never, route
Type: this field defines the role of SIP within Asterisk, so the relationship between agent and outbound provider. Insert a value among User (used to identify incoming calls), Peer (for outgoing calls) or Friend (which covers both User and Peer)
Allowed Codecs: Audio Codecs to be used during the call. Choose a value from the list: ulaw, alaw, gsm, g722, g729, opus

Please note that codec g729 is not compatible with the Phonebar and WebRTC Agent.

Caller ID: the default caller id shown to call recipients
Context: this value defines the Agent context (default and recommended value=from-sip)
Call Group: defines the Agent's call group
Pickup Group: defines the Agent's pickup group
Chanspy if enabled administrator can monitor agent’s phone calls (for more information see ChanSpy)
Video support: here you can indicate if your trunk supports stream video
Record calls to user extension (default=Inactive; other choices: waw, waw49, gsm) to allow the Agent who gets a call to be recorded automatically

About Record calls to user extension

When this field is not Inactive, the Agent will be notified the call is being recorded by the record button becoming red on the Phonebar.

Clicking on this button the Agent can pause the recording:

and start it again:

or start a new recording clicking on (only two recording files maximum per call).

Other Channels

In the Other Channels Section, you can set the Channel Capacity (the maximum number of new concurrent channel interactions per agent).

When the maximum number of new interactions is reached, the Agent cannot receive any further interaction on the same channel: all the interactions already managed before (e.g.chat/mail/SMS interactions follow up) will be passed to the agent anyway (if available, otherwise they will follow the action flow).

You can change channel capacity for Chat, Email, SMS, Open Channel, Fax or WhatsApp (where the default value is 0=unlimited).

Scenario
Agent1 with Chat Capacity=2

For example, when Agent1 receives and accepts chat1 and chat2, these interactions are automatically assigned to Agent1. Even if Agent1 closes chat tabs, the relative interactions remain assigned to this agent anyway.
If Agent1 start to manage chat3 and chat4 but on chat1 the customer writes an other message, the system can not forward the interaction to an other agent, otherwise the customer should repeat his requests to Agent2 (compromising the customer experience).
For this reason, Agent1 must complete Chat1 if it is online (otherwise the interaction will pass to an other available agent) without considering the Agent1 realtime max capacity (however Agent1 can decide to close it or transfer it to another agent)

Motion Phonebar Settings

This Menu is available only if Agent's Setting for Typology is Phonebar. If the Agent's Setting is WebRTC, go to the next paragraph.

In the Motion PhoneBar Settings tab you can enable/disable the following parameters:

Enable Settings: Enable an agent to see and modify the settings on the phonebar
Auto Answer: If enabled, any call to the agent will be automatically answered (default delay time in seconds is asked)
Ring in Use: Enables or disables ringing when the agent is already engaged in a conversation
Enable Recording: Enable an agent to manual recording the incoming calls
Enable DTMF tones: When enabled, the Agent hears dtmf tones when he dials a number
Do not disturb during pause: When enabled the agent cannot receive direct or internal calls when in pause on the phonebar (default=enabled)
Show unanswered call badge: when enabled, it allows showing the number of unanswered calls on the Agent Phonebar Call History icon
Enable Jaws Integration allows the Agent to use the screen reader Jaws integrated with the Phonebar (for blind agents)

The following two options are mutually exclusive and require the use of the Phonebar ver. 5.1.31.0 (and following) and the Screen Recording License activation

Enable Screen Recording by Agent allows the Agent using the Phonebar to record video sequences of what happens on his/her desktop clicking a specific button that will be displayed

About Screen Recording by Agent

When this flag is selected, the Agent will find a REC button on the Phonebar to start recording a video sequence. In order to display that the recording has been activated and is going on, the REC button becomes red and blinks: to stop recording the Agent can just click on the same icon (which turns grey again and stops blinking).

Enable Automatic Screen Recording means that the system starts recording a video sequence every time a voice call is received or placed by the Agent using the Phonebar (it stops automatically when the call ends)

About Automatic Screen Recording

When this flag is selected, the Agent has nothing to do to start or stop the video recording: the REC button will become red and blink in order to display that the desktop activities are being recorded. The Video recording cannot be stopped or started manually by the Agent.

The files generated using one of the Screen Recording functions mentioned above will be available on the Agent PC. By default they will be saved in: Video/AgentId_AgentName/<year>/<month>/<day>/

A different path (e.g. on a network drive) can be specified in the Settings/General section (it will be used for all Agents).

Remote Control: switch on to enable Phonebar API Web Service

Phonebar API activation

Remote Control

This setting enables/disables the Phonebar API web service for the Agent Profile (enable this setting for using features like click-to-dial).

You need to specify:

Remote Control Port (default 9888).
SIP Expires: Configures the registration expires (in seconds) of the SIP server. The default value is 3600s.
SIP Port: Configures the port of the SIP server. The default value is 5060.

It this way the Motion Phonebar remote control is active in localhost.

After the Remote control is enabled, the Agent at the first login should accept the following popup (admin pwd is required):

Enabling the Windows firewall on the port 9888 (or on the Remote Control Port you set), it is possible to call the API also through the private IP

Motion App Settings

In this section you can see Mobile App configurations, where you can insert Mobile App Push Gateway, so push gateway address and port

During Beta test you must use our Push Gateway, while after beta test you must set your own proxy for Mobile App, setting it on push gateway configuration section

Motion WebRTC Settings

This Menu is available only if Agent's Setting for Typology is WebRTC.

WebRTC Settings include the following parameters:

TLS certificate and TLS certificate's private key: In order to use a WebRTC function, you need to have valid SSL certificates (self-signed certificates cannot e used).
To verify these settings, please check the following configuration:

ssl_certificate and ssl_certificate_key parameters in /etc/nginx/conf.d/motion.conf are properly set:

tlscertfile and tlsprivatekey parameters in /etc/asterisk/http.conf are properly set:

(Please do not change the extension of .key and .crt files)

Whenever a change is applied, remember to run the following commands:

-service nginx restart

-service asterisk restart

WSS Port: Show the port being used by the Bar for WebRTC signaling.
Enable Settings: Enable an agent to see and modify the settings on the phonebar
Auto Answer: If enabled, any call to the agent will be automatically answered (default delay time in seconds is asked)
Enable Recording: Enable an agent to manual recording the incoming calls
Enable DTMF tones: When enabled, the Agent hears dtmf tones when he dials a number
Do not disturb during pause: if you enable this feature, the Agent will not be disturbed when on pause
Ignore agent break status for preview calls: if you enable this feature, the Agent, even if in Pause status, will be able to make a call with the preview mode. The Agent could dial the contact from the Motion Preview button.
Ring in Use: Enable this option to allow the system to forward calls to this agent even when busy. If the option is disabled and the agent is already busy, the system will automatically reject any incoming calls.
Sip Expires: Time intervals in seconds for client SIP registrations

Permissions

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

General
- Enable Internal Messenger: Allow/disable the use of the internal messenger on the Agent's Desktop
- Messenger sound notification: When receiving a new Internal Message, the Agent will be notified by a sound
- Prefix Required: Compel the Agent to choose a service label "prefix" when placing a call
- Select Recall Me Campaign: If enabled, the Agent can choose the Motion Bull- Queue Campaign to which the Recall me option will be associated.
- Reschedule Hopper calls: If enabled, the Agent can schedule and edit the date, time and agent assigned for all the calls in his queue.
Download Permissions
- Attachments: Download interactions' Attachments (Chat, email, openchannel)
- Omnichannel Interactions: Download interactions carried out for each channel (Chat, email, SMS, openchannel, fax, WhatsApp)
- Voice Recordings: Download recordings of the calls

Permissions: Enable/Disable Agents to use features and applications.
- When you create a new Agent, all Modules Permissions are enabled by default.
- If you disable one or more applications, they will not be shown on the Agent Omni Channel Desktop sidebar.
- From time to time we release new sections but they will not be automatically applied to previously created Agents: if you want the new modules to be displayed in the menu, check the permissions and for each Agent and enable the section!

Voice Permissions

If you disable Voice permissions, the Agent will still receive and place calls (if the Agent belongs to an active Voice Queue). However, the sections Calls List and Abandoned Calls List will not be available when the voice function is disabled.

Clicking on the Enable/Disable switch will cause immediate changes in the Agent Settings.

Client Logs

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.

This feature generates high data traffic. So, it’s recommended to disable it when not needed.

Change agent password

Administrators can change agent password.

In order to change the password, find the agent from the list (you can use the search box on the top-right of the page to filter), click on the and then on Edit Agent, after that click on the red Change Password Button :

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 ~!@#$%^&-_=+[{]}.

How can an agent recover a forgotten password?

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

Add an Agent to a Team

Administrators can add agents to teams. In order to do so, find the agent from the agents' list and click on and then on Add Agent to Team.

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

Add an agent to a queue

Administrator must add an agent to a queue to enable him/her handle calls headed to the queue.

In order to add an agent to a queue, find the agent from the list (you can use the search box on the top-right of the page to filter), click on and then on Edit Agent.

Now click on and you will see the list of the available Queue Channels (the list may vary according to your system modules):

When you click on the icon referred to the chosen Channel (Voice, Chat, Email, SMS, Other Channels) the pop-up screen will show you the list of available queues for each of them.

Add Agents

Remember to add the selected Agents to any Website/Account you create! If you don't do this, the Agents will not be able to see the interactions exchanged through them. You can do this in the specific account configuration and setting.

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).

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:

V3 Agents