storm UC and CONTACT Help
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  2. Contact Centre Configuration >
  3. Change Agent Details

 

Change Agent Details

You can change the following agent details singly or in bulk:

Editing a Single Agent

  1. Basic details: user name, first/last name, DDI
  2. Additional details: web chat and Viber alias, agent channels, skills, agent group assignments

  1. Click Update Agent.

Note: setting an agent alias at queue level will override the individual agent alias. In Viber, the agent alias set here is truncated to 28 characters.

Note: click Reset Agent Status if the agent is having trouble logging in.

Note: when agent channel settings are inherited from an agent group, and the agent is removed from the group, the channel settings will still be inherited from the original group, but the agent group name disappears from the Inherit Agent Group settings drop-down.

Editing Agents In Bulk

  1. Select storm Contact > Agents > Export Agents.
  2. Select the additional details to export and then click Continue.

  1. Open the exported CSV file and amend the agent details as desired. The CSV file must contain a header row with at least the following fields:

Username,First Name,Last Name,DDI

To include agent skills the following header should be present:

Username,First Name,Last Name,Agent Alias Name,DDI,Skill Name,Skill Level

To include agent groups the following header should be present:

Username,First Name,Last Name,Agent Alias Name,DDI,Group Name,Group Skill Level,Group Member?,Attending?

To include all of the agent information, the following header should be present:

Username,First Name,Last Name,Agent Alias Name,DDI,Calls,SMS,E-mail,IM Chat,Social Media,Agent Group (Inherit Settings),IM Chat Max Sessions,Calls allowed to interrupt E-mail,Calls allowed to interrupt SMS,Calls allowed to interrupt IM Chat,Calls allowed to interrupt Social Media,SMS allowed to interrupt E-mail,SMS allowed to interrupt IM Chat,SMS allowed to interrupt Social Media,E-mail allowed to interrupt SMS,E-mail allowed to interrupt IM Chat,E-mail allowed to interrupt Social Media,IM Chat allowed to interrupt E-mail,IM Chat allowed to interrupt SMS,IM Chat allowed to interrupt Social Media,Social Media allowed to interrupt E-mail,Social Media allowed to interrupt SMS,Social Media allowed to interrupt IM Chat
 

Note: where relevant, the file includes a separate line for each individual skill and for each individual agent group for the agent. To remove an agent from an agent group, change the '1' in the Group Member column to '0'. To remove a channel from an agent, change the '1' in the relevant column to '0'.

  1. Save the edited file.
  2. Select storm Contact > Agents > Import Agents and follow the on-screen instructions.

Import Error Log

Import logs contain useful troubleshooting information if problems occur when uploading CSV files.

  1. Click the View Detailed Import Log link to open the error log.
  2. Click the + against invalid lines to see the reason for the failure.
  3. The line number shown relates to the equivalent line in the CSV file, to help when correcting the error.