Manage personnel properties

Note Tenant administrators, with Administrator, Administrator Admin and Administrator Supervisor roles, now need explicit permission to access each admin application (specified in Allowed Admin applications). The landlord or reseller administrator specifies whether the tenant administrator can change the allowed admin applications for themselves and other users. (Can edit Allowed Admin applications). Tenant administrators with more than one allowed admin application, can log in using Unified Admin.

On the New Agent/[Agent name] page, on the Properties tab, enter the following information:

• Login ID (required) — a unique name for the agent. This name must not contain spaces, underscores, or special characters.
• Change password — click and in the Change password dialog, type a password that meets your AD policy.
• First name (required) — the agent's first name.
• Last name (required) — the agent's last name.
• Description — a description of the agent.
• Profile — select from the list of available permission profiles. Default profiles are enclosed in parentheses and cannot be changed. Leave blank to assign the default agent profile. See Manage permission profiles.

Note The list of available permission profiles to assign to the agent is limited to the permission profiles that contain only the groups that are included in your own profile. If you change an agent's permission profile, to avoid potential inconsistent behavior or errors inside CCaaS UI for operations regulated by different permission profiles, that agent must log off from CCaaS UI and log on again.

• Skills — select this agent's skills from the list of available skills that you added. See Manage skills.
• Set skills weight — click and then in the Set Skills Weight dialog, select the weight for the skills that have weighting enabled: 0 is high and 100 is low.

Note Skill weighting must first be enabled by the landlord in tenant properties and then enabled for the individual skill. See Manage skills.

• Groups — select from the list of available groups that you created. See Manage groups.
• Block codes — select from the list of available codes that you created for blocking international, long distance, and local calls. See Manage block codes.
• Interaction profiles — select from the list of available interaction profiles, which determine the maximum number and types of calls that this agent can handle. See Manage interaction profiles.

Note If you change an agent's interaction profile, the agent's load level displayed in Dashboard changes only when the agent finishes the current call or a new call is added to the agent.

• Teams — select from the list of available teams that you created. See Manage teams.
• Time zones — select from the list of available time zones that you created. See Manage time zones.
• Can edit Allowed Admin applications — whether to allow the admin user to change the allocated Admin applications for themselves and other users. This property is only visible to landlord administrators and reseller administrators.
• Allowed Admin applications — select from the list of available admin applications. This property is disabled if the user's profile is not an administrator-type role.

Note If the user's profile is changed to an administrator-type role, this property is only enabled when the profile change is saved. When a user is moved from a non-administrator role to an administrator-type role, they are assigned all the admin applications by default.

• Is campaignable — whether to allow the agent to participate in campaigns.
• Can request consultation — whether the agent can request a chat consultation during a call.