You manage the agents in the Agents area of the navigation pane. For this you need the Agent configuration permission, and for passwords also Agent password.
How agents are created
With SwyxWare, SwyxON and Wildix, you do not create agents yourself: myContactCenter takes over the users of the phone system.
- The server synchronizes at startup, then every five minutes, and immediately when you choose Sync with PBX.
- Every user of the phone system becomes an agent, including groups of the phone system. New agents are activated but do not have any qualifications yet.
- For existing agents, the server takes over names, phone numbers and SIP data from the phone system. Activated and the password stay as they are.
- If the phone system cannot be reached or returns no users, the synchronization changes nothing.
The list
When first opened, the list only shows logged-in agents: it is filtered by Login = Yes. To see all agents, turn off the filter at the bottom of the list.
The header counts:
| Counter | Counts |
|---|---|
| Wrap-up, Activity | logged-in agents in wrap-up or in an activity |
| Active | logged-in agents in a conversation |
| Logged in | all logged-in agents |
| Agents | agents who are not logged in but have at least one skill and one language |
| Users | all entries in the list |
Columns visible initially:
| Column | Content |
|---|---|
| Name | the user name the agent logs in with |
| Active | whether the account is activated |
| Presence status, Presence subscribed | the presence in the phone system and whether the server tracks it |
| Activity, Idle, Wrap-up, Login | the agent’s state |
| Internal numbers, Public numbers | the agent’s phone numbers |
| Inbound Skills, Outbound Skills, Languages | the skills and languages the agent is currently qualified for |
| Profile Groups, Skill Groups, Language Groups | the groups the agent is a member of |
The Column Chooser adds many more, for example Activity, Activity time, Wrap-up time, Logged in at, Device IP, Version, Current skill group, Is supervisor, Email supervision, Working state, the state per channel, counters such as Missed conversations, and the SIP data.
Commands for an agent
Right-click one or more selected agents:
| Command | Effect |
|---|---|
| Properties | opens the agent’s dialog, see Editing an agent; with the See permission, the command is called Show |
| Reset password | The agent must set a new password at their next login, see below. |
| Set SIP password | the password the agent’s softphone uses to register with the phone system, see below |
| Copy configuration | transfers one agent’s settings to others, see below |
| Sync with PBX | synchronizes the agents with the phone system immediately |
| Copy layout | transfers the arrangement of the Agent program to others, see below |
| Export layout, Import layout | saves the arrangement to a file or loads it from a file |
| Logoff | logs off a logged-in agent immediately |
| Delete | deletes agents that were not taken over from the phone system |
Resetting a password
Each agent sets their own password. If an agent has forgotten it, or is new:
- Right-click the agent and choose Reset password. The window shows the agent under Account name.
- Click OK.
The server deletes the password. At the next login, the Agent opens the New password dialog, and the agent sets their password themselves — see Changing your password.
After five wrong passwords in a row, the server locks an account by itself: it turns off Activated. To unlock the account, turn Activated back on in the agent’s dialog.
Setting the SIP password
- Right-click the agent and choose Set SIP password.
- Enter the password of the phone account under SIP password and Password verification.
- Click OK.
If the password is missing, the window reports Password is missing; if the two fields do not match, Passwords different. The agent’s softphone uses this password to register with the phone system, starting with the agent’s next login.
Copying the configuration
- Right-click the agent whose settings you want to copy and choose Copy configuration.
- Select the agents that should receive these settings.
- Right-click them and choose Paste configuration from ….
The copy includes Activated, Answer requests, the alternative registration point, the memberships in profile, skill and language groups, the qualifications and the own profile. Name, phone numbers, SIP data and password stay unchanged. If you copy from a deactivated agent, the target agents are deactivated as well.
Layouts
The layout is the arrangement of the Agent program: modules, tables, windows, theme and the page last opened in the browser. It follows the agent to every workstation.
- Copy layout followed by Paste layout from … transfers one agent’s arrangement to the selected agents — useful if a team should work with the same interface.
- Export layout asks for a folder and creates a file
‹Name›.layoutthere for each selected agent. - Import layout loads such a file and assigns it to all selected agents.
Logged-in agents receive the new layout immediately.