You open an agent’s dialog in the Agents list by double-clicking or with Properties. It has five tabs: Userdata, State, Skills, Languages and Permissions. You may edit it with the Agent configuration permission, and the Permissions tab additionally with Agent profile configuration.
What you save applies immediately. If the agent is logged in, their Agent adapts modules, buttons and qualifications right away.
User data
The top right shows whether the agent is Synchronized with PBX. With SwyxWare, SwyxON and Wildix, the agent’s data comes from the phone system; all fields except Microsoft365 Account are then locked.
| Field | Meaning |
|---|---|
| on PBX | the agent’s phone system, for phone systems without synchronization |
| User name | the name the agent logs in with. Required. |
| Internal numbers, Public numbers | the agent’s phone numbers, separated by commas. The first public number counts as the agent’s extension, otherwise the first internal one. Without a number, login fails with No phone number assigned. |
| Password, Password verification | It is better to assign the password with Reset password in the list: the agent then sets it themselves. |
| Sip user name | with SIP phone systems, the name under which the server tracks the agent’s presence |
| Sip user id | the ID the agent’s softphone uses to register with the phone system. You set the matching password with Set SIP password. |
| Microsoft365 Account | the email address of the agent’s Microsoft 365 account |
State
| Element | Meaning |
|---|---|
| Activated | Only an activated agent can log in; otherwise they see Not activated. After five wrong passwords in a row, the server turns the switch off by itself. Turn it back on to unlock the account. |
| Force skill/language change | Puts the tables of the Skills and Languages tabs into effect as soon as you save, even if a group currently specifies something else. This lasts until the next recalculation — for example until a calendar entry changes or the agent logs in again. |
| Effective skills, Effective languages | the qualifications that currently apply — with groups and licenses taken into account. Read-only. |
Skills and languages
These two tabs hold the agent’s own qualifications. They only apply while none of the agent’s skill or language groups is running — see Own values and groups.
The Skills tab shows a table: one row per skill, one column per type of conversation. In each cell, you choose “-” for “not responsible” or a qualification level.
| Column | Conversations |
|---|---|
| Inbound call | calls from the queue |
| Virtual call | callbacks and dial-ins |
| Web callback | callback requests from your website |
| Email, Fax, Chat | emails, faxes and chats |
| Voice recording | voicemails; for these, the agent gets the Media Player |
| Predictive call, Preview call | calls from campaigns |
The Languages tab has one row per language with the Qualification column.
Reset at the bottom right sets all cells of the table to “-” after a confirmation prompt.
A logged-in agent only receives conversations of a channel if a license is free for it.
Permissions
This tab holds the agent’s own profile, with the same settings as an agent profile — see Profile settings. It only applies while none of the agent’s agent profiles is running. Two settings always come from the own profile, even if an agent profile is running: Check client side rules and Run last ticket search after conversation ends.
With Show effective permissions at the bottom left, you see the profile that currently applies — with running agent profiles and licenses taken into account. The switch only appears on this tab.
Answering requests
If the agent is a supervisor, Answer requests also appears at the bottom left. When it is on, the supervisor receives their agents’ requests for wrap-up, activities and logoff to decide on — see Requests and messages. The supervisor can also toggle the switch in their own settings.