Agents Overview
Most organizations have both users, (typically, managers, supervisors, analysts, and so forth) and agents (front-line employees who handle contact center interactions). inContact WFMv2 treats agents differently than other users.
Both users and agents are created in Central as users. However, agents must have the User Type field set to Agent to be treated correctly in inContact WFMv2. Once they are created, agents have additional attributes that can be set and maintained in the inContact WFMv2 Portal. Each agent is assigned to:
- Organizational Unit — Agents can belong to only one Organizational Unit at a time.
- Tour Group — Agents can belong to only one Tour Group at a time.
- Shift Template
- Team Lead
Agents have access to the Workstation so they access their schedule, revise their schedule preferences, swap shifts, pick up dropped shifts, and so forth.
Different organizations maintain different information about their agents. inContact WFMv2 offers flexibility in this regard, allowing you to create custom agent attributes and make them part of each agent's record. Examples of custom attributes might include Hire Date, Seniority Date, Status (such as probationary or full-time), Emergency Contact, Birthday, and so forth.
Related Tasks
- Create/Edit a New Single User
- Edit Agent Information
- Edit Agent Assignments
- Edit Agent Skill Assignments
- Edit Agent Preferences
- Create/Edit Custom Agent Attributes