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Edit Agent Information

Required Permission — WFM Permissions>Workforce>Agents>Edit

OverviewClosed

Agents in inContact WFMv2 are front-line employees who handle contact center interactions. They are edited and configured in the inContact WFMv2 Portal after being created in Central.

This topic explains how to edit general agent information, including the attributes of an agent.

For more information, see Agents Overview.

The following fields are read-only on this page, and must be edited from the agent's User account in Central:

  • Last Name
  • First Name
  • Email Address
  • Telephone 1
  • Telephone 2

The HR ID field contains the user's Username and cannot be edited. The Primary Skill Count field is a system value that cannot be edited.

  1. Click WFOWFMv2 PortalWorkforce Agents.
  2. Click the Edit icon for the agent you want to edit. If you do not see the agent, use the filtering options, page controls, or both to locate the record (see Page Details: Manage Agents).
  3. Optional: For Team Lead, select from the drop-down list of existing teams/team leads.
  4. Optional: For Management Level, select one of the following from the drop-down list: None, Organizational Unit, Business Unit, Environment, Executive, or Team Lead. If the agent also has management duties, this field allows you to specify the level at which they can manage within inContact WFMv2. The default value is None.
  5. Optional: Revise the values of any custom attributes for this agent. The available fields and values differ depending on the attributes in your system (see Create/Edit Custom Agent Attributes).
  6. If you are done editing this agent, click Save. You can also Edit Agent Assignments, Edit Agent Skill Assignments, Edit Agent Preferences, or any combination of these, prior to saving your changes.