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Agents for Admins

Duver Vergara
Updated

clipboard Overview

Agents are skilled Contact Center professionals responsible for managing customer interactions across the various channels supported by XCALLY Motion. They can be assigned to queues, campaigns, and accounts, enabling them to handle inbound and outbound interactions on all configured communication channels within the platform.

In this section you can create and manage agents with different typologies:

  • WebRTC

  • Phonebar

  • External

  • Mobile

busts in silhouette The Agents section

You can access the Agents section by navigating to Staff → Agents.

 
 

By enabling the New Client Experience, you can access the Agents list that provides a comprehensive overview of each agent, displaying the following key information:

  • Avatar

  • Contact info: Full Name, Username, Email, Internal extension

  • Typology: webRTC, Phonebar, external or mobile

  • Account Status: shows whether the agent is Disabled or Locked

  • Client Logs (icon color indicates log level):

    • Black: Logging not enabled

    • Blue: Debug

    • Orange: Warning

    • Red: Error

    • Gray: Info

  • Creation and Update Date: Date the user account was created or updated

 
 

From the Staff → Agents section you can:

  • search for a specific agent

  • set and clear filters

  • manage columns

  • activate the advanced search for each field

  • invite agents, if you select at least one row, clicking the envelope email button

  • export agents, if you select at least one row, clicking the Export to CSV button

 
 
 
 
 
 
 

Plus Create a new Agent

To create a new Agent:

  1. Go to Staff → Agents

  2. Click the Add (+) button

  3. Complete the form:

 
 

  • Full Name: Agent’s full name

Do not use the same value as the internal number, or the creation will fail.

  • Username, used for login. Only alphanumeric characters and . or _ are allowed.

  • Alias: optional. An alternate display name for the Agent to hide the real agent login name (e.g. used in canned answer, email template, chat and so on)

  • Typology: select one among: Phonebar, External, WebRTC and Mobile). Below we’ll explore the different typologies

  • Email: the Agent email address. Used for password recovery. A reset link will be sent to this address.

  • Password: must meet XCALLY Motion security requirements if Security Suite is enabled: minimum 8 characters, at least 1 uppercase, 1 lowercase, 1 number, At least one special character: ~!@#$%^&-_=+[{]}.

  • Internal number (Extension): auto-generated by default. You can edit this manually in the Agent’s profile later

  • Description: optional. Free text field for internal notes.

  • Voicemail: enable this option to automatically assign a voicemail box to the agent.

  • For Phonebar agents: enable Remote Control to activate the Phonebar API web service and define the Remote Control Port

  • For Mobile Agents, you have to specify Mobile App Push Gateway for mobile push notifications.

Once the Agent is created, he/she can log in to the XCALLY Motion GUI or Windows Phonebar using the configured Username and Password.

After creation, you must assign the Agent to queues, lists and accounts to enable them to manage inbound calls, campaigns and digital interactions.

Newly created Agents will appear in the Agents List under Staff → Agents.

Clicking the three dots button (⋮) next to the agent, you can:

  • send the e-mail invitation to the agent

  • generate an invitation link

  • delete the agent

  • associate the agent to teams, queues, profiles or AI assistant

  • edit the agent

wrench Agent Typology

The typology selected during Agent creation must match the client application and connection method the Agent will use. This ensures proper functionality and seamless call handling.

Incorrent typology or transport protocol setup will prevent the Agent from communicating with the server. This can result in connection errors, often reflected in the Agent Status panel.

There are four Agent typologies available. Click the links below to explore the configuration details for each one:

  • WebRTC

  • Phonebar

  • External

  • Mobile

 

left-right arrow Agent Associations

small blue diamond Teams

 

1 One Circle Teal From the Agents list:

  1. Locate the desired agent

  2. Click the three dots button next to the agent’s name.

  3. Select Associate Teams from the dropdown menu.

  4. Select the Teams you would like to associate and finally click on Save

 
 
 
 
 
 

Changes are applied immediately

→ : right arrow to add the element to the selected column

>> : right shift to add all the available elements

← : left arrow to remove the selected agent from the right column

<< : left shift to remove all the selected elements

 

2 Two Circle Teal From the edit section of the Agent:

  1. Go to the Edit Agent Panel

  2. Click the button labeled Associate Teams.

  3. Select Associate Teams from the dropdown menu.

  4. Select the Teams you would like to associate and finally click on Save

 

3 Three Circle Teal From the Teams list:

  1. Locate the desired team

  2. Click the three dots button next to the team’s name.

  3. Select Associate Agents from the dropdown menu.

  4. Select the Agents you would like to associate and finally click on Save

 

small blue diamond Queues and Accounts

 

On the New Client Experience, the Agents assignment can be performed in three ways:

1 One Circle Teal From the Channel Account / Website / Queue list:

  1. Select the desired account/website or queue

  2. Click the options menu (⋮) and choose Associate Agents

  3. Select the agents from the modal list

 
 
 
 

Changes are applied immediately

→ : right arrow to add the agent to the selected column

>> : right shift to add all the available elements

← : left arrow to remove the selected agent from the right column

<< : left shift to remove all the selected elements

 

  1. Click Save

2 Two Circle Teal From the edit section of Queue or Account/Website:

  1. Click the three dots button (⋮) next to the Queue or Account 

  2. Choose “Edit” option

  3. Select the button to associate agents

     
     

  4. Choose the agents, clicking on their name on the modal list

  5. The selected agents will be moved in the right column “Selected”.

     

3 Three Circle Teal From Staff/Agent section:

  1. Search the agent from the Staff list

  2. Click the three dots button next to the agent’s name

  3. Select Edit

  4. Click the Channel button to view the list of available Queue Channels (The available channels may vary depending on your system modules)

     
     
     

  5. Click the icon corresponding to the desired channel (e.g., Voice, Chat, Email, SMS, Other Channels).

  6. Select the agents from the modal list (by clicking on the arrow icon Arrow to select the agent which will be visible on right column (selected agents).

Be sure to add agents to Websites or Accounts you create. If this step is omitted, agents will not be able to see the interactions associated with those websites or accounts.

small blue diamond Profiles

 

On the New Client Experience, the Agents - Profiles association can be performed in two ways:

1 One Circle Teal From the Agents list:

  1. Locate the desired agent

  2. Click the options menu (⋮) and choose Associate Profiles

  3. Select the profiles from the modal list. The selected profiles will be moved in the right column “Selected”.

  4. Click Save to confirm

 
 
 
 

 

 
 

Changes are applied immediately

→ : right arrow to add the profile to the selected column

>> : right shift to add all the available elements

← : left arrow to remove the selected profile from the right column

<< : left shift to remove all the selected elements

 

2 Two Circle Teal From the edit section of the Agent:

  1. Click the options menu (⋮) next to the Agent

  2. Choose Edit

  3. Select the button to associate profiles

     
     
     

  4. Choose the profiles, clicking on their name on the modal list. The selected profiles will be moved in the right column “Selected”.

  5. Click Save to confirm

small blue diamond AI Assistants

 

On the New Client Experience, the Agents - AI Assistants association can be performed in two ways:

1 One Circle Teal From the Agents list:

  1. Locate the desired agent

  2. Click the options menu (⋮) and choose Associate AI Assistant

  3. Select the AI Assistant from the modal list. The selected AI Assistants will be moved in the right column “Selected”.

  4. Click Save to confirm

 
 

 

Changes are applied immediately

→ : right arrow to add the element to the selected column

>> : right shift to add all the available elements

← : left arrow to remove the selected profile from the right column

<< : left shift to remove all the selected elements

 

2 Two Circle Teal From the edit section of the Agent:

  1. Click the options menu (⋮) next to the Agent

  2. Choose Edit

  3. Select the button to associate AI Assistants

 
 

  1. Choose the AI assistant, clicking on their name on the modal list. The selected AI assistants will be moved in the right column “Selected”.

  2. Click Save to confirm

cross mark Delete Agents

 
 

Delete Multiple Agents:

  1. Select the agents you want to delete using checkboxes.

  2. Click the Delete button and confirm the action.

 

Delete a Single Agent:

  1. Locate the agent in the agents list

  2. Click the three dots menu and select Delete, finally confirm.

up-right arrow Export Agents

To export a list of agents as a CSV file:

  1. Select the agents you want to export using checkboxes.

  2. Click the Export button to download the CSV file.

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