Associating an Allocated Agent ID with a Business Account and Skill Queue

Prerequisites

• A tenant has been created.
• Permissions on operations under the current menu controlled by separate permissions have been configured. For details about the operation permissions that can be configured separately, see Permission Description (New Navigation Page).

Procedure

1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Employee Center > Agent Management.
2. Select an agent ID and click Configure in the Operation column. The Agent Info Configuration page is displayed.
3. Configure a business account and skill queue.
   Figure 1 Agent information configuration page
   
   • Platform Role (mandatory): Select an agent role. Select Common agent for the manual voice business.
     • Common agent: This role can answer or transfer inbound calls from customers.
     • Quality checker: This role can intervene in calls between common agents and customers. For example, this role can perform operations, such as insertion, interception, and forcible busy state setting, to coach and supervise agents' handling of inbound calls.
     • Callout agent: This role can answer, transfer, or reject inbound calls from customers.
   • Agent Type (mandatory): Select an agent type based on the type of businesses to be handled. Select Voice agent for the manual voice business.
     • Voice agent
     • Video agent
     • Multimedia agent
     • Versatile agent
       

       By default, a versatile agent can handle businesses available for voice agents and multimedia agents, and is not counted as a voice agent or multimedia agent. That is, when a tenant space is created, the system adds voice and multimedia skill queues for versatile agents by default. If a versatile agent needs to handle video businesses, it is counted as a video agent.

       Therefore, to enable a versatile agent to handle video businesses, ensure that the number of video agents in the tenant space is not zero and there are available video agents. To add a video skill queue for a versatile agent, delete a video skill queue of any video agent and then add a video skill queue for the versatile agent.

   • Fixed-Line Number/Agent Mobile: Enter a mobile number or fixed-line phone number used by the agent. Leave this parameter empty for the manual voice business.
   • Account: Select a created employee account. For details, see Configuring Employee Information. You can use the tenant administrator account created during tenant creation first.
   • Authentication Mode: Select a softphone authentication mode. Retain the default value UAP Authentication.
     • UAP Authentication: A softphone number and password need to be used to log in to the OpenEye.
     • Unified authentication: The system automatically authenticates a softphone.
   • Password Validity Period (Days): Enter the validity period of the agent ID password, in days. Retain the default value.
   • Default sign-in mode: Default sign-in mode of an agent. This parameter is available only when the WebRTC feature has been enabled for the tenant space and the tenant parameter Whether the tenant supports both WebRTC and integrated OpenEye SoftPhones is set to Yes.
   • Intelligent Recognition: Configure whether the agent is an intelligent agent. This switch is turned off by default. In addition to basic voice control functions, intelligent agents support real-time ASR and related intelligent recommendation functions. Before turning on this switch, ensure that the number of agents for which intelligent recognition is enabled does not exceed the number of intelligent agents allocated when the tenant is created.
   • Automatic Session Summary: This switch is turned off by default. After this function is enabled, the system can intelligently summarize the call content, issue resolution result, and customer satisfaction when Call Reason is configured on the workbench.

     This parameter is available only when the Automatic Conversation Summary feature is enabled and the Intelligent Recognition function is enabled.

   • Smart Form Filling: This switch is turned off by default. After this switch is turned on, the system automatically extracts the information from the dialog text between a customer and an agent when the agent creates a case on the workbench. The system fills the information in the corresponding case form to complete the case filling task, so that the agent does not need to manually enter the information.

     This parameter is available only when the tenant parameter Enabling the Intelligent TT Filling Feature is set to Yes.

     To enable the Smart Form Filling function, enable the Intelligent Recognition function first.

   • Reply polishing: This switch is turned off by default. After this switch is turned on, an agent can polish a reply in plain text in the text box during a session on the workbench. The agent can use the scripts to improve service professionalism.

     This parameter is available only when the Refine response feature is enabled and for multimedia or versatile agents for which the Intelligent Recognition function is enabled.

   • Phone–Only Agent: After this switch is turned on, an agent can dial a specified access code to access an IVR flow, press a key as prompted to enter the agent ID and password to sign in, and answer calls on a mobile phone. When this switch is turned on, system O&M personnel need to customize the phone–only agent process for the tenant based on the platform, and the tenant needs to provide number resources for accessing the phone–only agent process.
   • Agent Number Anonymization Flag: Flag for a third-party to mark whether an agent has the anonymization feature. This is not a feature switch. The anonymization feature enables agents to customize the calling number displayed on the customer side (the calling number displayed to the customer) and the calling number displayed on the agent side (the calling number displayed to the agent).
   • Skill Type: Select Skill Queue and click to set the skill queues of the agent. Alternatively, select Skill Queue Group and set the skill queue group of the agent. If multiple skill queues need to be added, ensure that the media types of all the skill queues are the same, except for versatile agents. For example, the media types of all the skill queues are voice and video, or multimedia. Click default to specify the default skill queue.
   • Configuration mode of the number of concurrent requests: If Agent Type is set to Multimedia agent or Versatile agent, set the number of concurrent multimedia channel sessions.
   • Multimedia Sessions Concurrently Processed by Agent: Maximum number of multimedia customers concurrently served by the agent. This parameter is available only when Agent Type is set to Multimedia agent or Versatile agent. The parameter priority is as follows: agent parameter > organization parameter > tenant parameter (if the value of the tenant parameter is the smallest, the tenant parameter is used).

     If the agent is not bound to a business account, this parameter is not displayed. The value ranges from 1 to 60.

   • Agent Answering Mode: Answering mode of the agent. The options are Auto Answer and Manual Answer.

     This parameter is available only when the tenant parameter Indicates whether to enable the administrator to maintain the agent-level answer mode through the agent configuration menu is set to Yes.

     This parameter takes effect only in the following scenarios:

     • The tenant parameter Agent Answering Mode is set to Custom, and the tenant parameter Indicates whether to use organization-level parameters. Tenant-level parameters are preferred. is set to No.
     • The tenant parameter Indicates whether to use organization-level parameters. Tenant-level parameters are preferred. is set to Yes, and the organization parameter Agent Answering Mode is set to Custom.
   

   • Multiple default skill queues can be set, but only one default skill queue can be set for each skill queue type.
   • If Agent Type is set to Video agent, set the number of video agents allowed when applying for tenant resources.
   • If Agent Type is set to Multimedia agent, set the number of multimedia agents allowed when applying for tenant resources.
   • If Agent Type is set to Versatile agent, set the number of versatile agents allowed when applying for tenant resources.
   • To add more business accounts, choose Configuration Center > Employee Center > Employee.

4. Click Save. The business account and skill queue are associated with the agent ID.
5. (Optional) Click Configure in the upper right corner of the page. On the Batch Agent Info Configuration page, configure agent information in batches.
   Figure 2 Batch Agent Info Configuration page
   
   • Batch Select: Select agents to be configured by agent ID or agent ID segment.
   • Agent Info Configuration: Set parameters by referring to 3.

6. (Optional) Select some agents and click to export agent information in batches, or directly click to export all agent information.
   

   The exported data contains personal data. Exercise caution when processing the exported data to prevent personal data leakage and abuse.

   If the tenant parameter Specifies whether to set the password of the compressed file for exporting data. is set to No, an export task can be added without entering a compression password.

Follow-up Procedure

The tenant administrator needs to reset the agent's softphone password. The system randomly generates a password. The agent can change the password later.

1. Sign in to the system as a tenant administrator and choose Configuration Center > Employee Center > Agent Management.
2. Select an agent ID and click Reset Softphone Password in the upper right corner of the page.
   

   Remember the softphone number bound to the agent ID, which will be used during verification.

   Verification Code is available only when Two-factor Authentication Method is set to SMS verification code or Email verification code. You can click Obtain to obtain a verification code.

3. Set Current Account Password and click OK.

After the configuration of a signed-in agent is modified, the agent needs to sign in again for the modification to take effect.