Create Agents and Supervisors

Agents can perform all UC user functions and can also be added to agent groups to service ACD queues. Supervisors can perform all inbound agent functions and can also be given access to monitoring functions in DTA (such as monitoring agents and queues, adding agents to agent groups and logging agents off). They can also listen in to agent conversations.

To create an agent, follow the procedure in Create users but select 'Inbound Agent' in the User Type options list.

To create a supervisor, select 'Supervisor'.

The number of agents and supervisors you can create is limited only by available licences.

The storm Contact > Agents > Add Agent and storm Contact > Agents > Edit Agent menu options allow you to configure agent settings.

Note: a licence for a communications channel must be set for the agent on the Edit Agent screen (in addition to the service right). Only then will the agent be able to acquire the licence on DTA login.