Agents

Agents are Users who handle customer interactions directly.

Important

If the Agents option does not appear in the GAX Header, change it in System Preferences by selecting the Agent Management category and changing the Mode from Hidden to Cloud or Premise. See System Preferences for more information.

Agents View

The Agents view lists all Agents in your environment (or Tenant, if you are in a multi-tenant environment). You can only see those objects for which you have access.

To filter the list:

• Click Show Quick Filter and type a search term in the Quick Filter field. The list updates dynamically to show items that match the text in the Quick Filter field.
• Click Show Column Filter to show search fields for each column header. Enter a search term in one of these fields to quickly search the column for the search term.
• Click the cube icon to open the Tenant Directory window. In this window, click the Tenant that you want to select. Use the Quick Filter field to filter the Tenant list.

To sort the list, click in a column header. Clicking the header a second time reverses the sort order.

The following metrics about the view are displayed in the top-left corner of the view window in the following format:

    Agents ([x/]y)[, Selected (z)]

where:

• x is the total number of agents displayed after applying a filter. If no filter is applied, x equals y, and x is not shown. If a series of filters are applied, x represents the number of users displayed by the most recent filter acting on the results of the previous filter.
• y is the total number of users in the environment.
• z is the number of agents in x selected by the user. If no users are selected, Selected (z) does not appear.

[+] Show examples

For these examples, assume that that are 10 users in the environment.

Number of Users Selected by Each Filter	Number of Users Selected Manually	Display
No filter used	0	Agents (10)
No filter used	2	Agents (10), Selected (2)
5	0	Agents (5/10)
5	2	Agents (5/10), Selected (2)
5, 3	2	Agents (3/10), Selected (2)

Bulk Operations on Agents

GAX provides some functionality that allows you to apply modifications to the Configuration Database in bulk, thereby speeding up the provisioning process. Currently, GAX supports the following bulk operations:

• Import/export .csv files to create new Agents and modify existing Agents.
• Assign Skills to multiple Agents, including creating new Skills as required.

Operations on Individual Agents

The Agents window operates in two different modes—Premise and Cloud.

• Cloud mode provides a simple, effective mechanism for creating and managing agents. It automatically provisions some configuration objects, such as DNs and Places, to simplify Agent creation. It is not to be confused with the Cloud architecture.
• Premise mode provides you with more control over creating and managing agents. You can choose whether GAX automatically provisions some configuration objects, such as DNs and Places.

To change modes, open System Preferences, select Agent Management, and choose Cloud or Premise.

Creating an Agent

To create a new Agent, click Add.

[+] Show Procedure

Procédure : Creating an Agent

Purpose: To create an Agent in the Agents window while using the Premise mode.

Étapes

1. Click Add. The Add Agent window appears.
2. Enter the following information. For some fields, you can either enter the name of a value or click Browse to select a value from a list:
   • User Information
     • User Name—The name that this User should use to log into the environment. You must specify a value for this property, and that value must be unique within the Configuration Database.
     • First Name—The first name of this User.
     • Last Name—The last name of this User.
     • External ID—This setting applies only if your environment is using external authentication, either LDAP or RADIUS. This may be the user name in the external authentication system. For LDAP, it might be a whole, or partial, LDAP URL corresponding to RFC 2255. For more information, refer to the Framework External Authentication Reference Manual.
     Important
     The External ID field might be hidden if the Hide External ID check box is checked in the System Preferences/Agent Management menu.
     • Email—The e-mail address of this User.
     • Password—A password no longer than 64-characters that this User must use to log in to the environment. You cannot view the existing password.
     Important
     Passwords can be subject to format rules. Refer to the Genesys Security Deployment Guide for more information.
     • Organization—The folder in which the Person object for this User is stored.
     • Place—The Place assigned to this Agent. Click Browse to browse a list of Places in your environment. Once you select a Place, the Number/DN field is visible.
     • Agent Logins—The Agent Login(s) of this User. Click + to add an Agent Login.
     • Number/DN—The Number/DN of this User. This field appears once a Place is selected. Click + to add a DN.
   • Add User Skills
     • You can add Skills to the Agent by:
       • Creating a Skill—Type the name of the new Skill in the Quick Filter field and click + to create the Skill.
       • Selecting an existing Skill—In the Skills section, select existing Skills from a list to add to the Agent. To select a Skill, click the check box beside the Skill and enter a numerical value in the Rating field.
     Important
     Since Agent Groups might be defined automatically based on a Skill (Virtual Agent Groups), the list of Agent Groups refreshes if you create a Skill.
   • Agent Groups
     • You can add the Agent to an Agent Group by clicking the check box beside an item in the list.
3. Click Save.

Other Actions

Once you select an Agent, you can:

• Edit Agent Information—Select an Agent and click Edit to edit Agent information.
• Copy an Agent—Select an Agent and click Clone to make a copy of the Agent object.
• Change State—Select an Agent and click either Enable or Disable to change the state of an Agent.

Important

• Agents that are disabled appear grayed out in the list.
• When a User is either disabled or removed, Genesys Administrator Extension invalidates all sessions associated with this User. Upon the User's next action, he or she will be redirected to the login page.

To delete one or more Agents, click the check box beside the Agent(s) in the list and click Delete.

Important

When deleting an Agent, GAX does not delete the DN, Place, or Agent Login objects assigned to the Agent.

Creating an Agent

To create a new Agent, click Add.

[+] Show Procedure

Procédure : Creating an Agent

Purpose: To create an Agent in the Agents window while using the Cloud mode.

Étapes

1. Click Add. The Add Agent window appears.
2. Enter the following information. For some fields, you can either enter the name of a value or click Browse to select a value from a list:
   • User Information
     • User Name—The name that this User should use to log into the environment. You must specify a value for this property, and that value must be unique within the Configuration Database.
     • First Name—The first name of this User.
     • Last Name—The last name of this User.
     • External ID—This setting applies only if your environment is using external authentication, either LDAP or RADIUS. This may be the user name in the external authentication system. For LDAP, it might be a whole, or partial, LDAP URL corresponding to RFC 2255. For more information, refer to the Framework External Authentication Reference Manual.
     Important
     The External ID field might be hidden if the Hide External ID check box is checked in the System Preferences/Agent Management menu.
     • Email—The e-mail address of this User.
     • Password—A password no longer than 64-characters that this User must use to log in to the environment. You cannot view the existing password.
     Important
     Passwords can be subject to format rules. Refer to the Genesys Security Deployment Guide for more information.
     • Organization—The folder in which the Person object for this User is stored.
     • Default Number—The phone number of this User. This field is used to create the associated DN, Place, and Agent Login objects for this User. GAX uses existing objects, if available.
   • Skills
     • You can add Skills to the Agent by:
       • Creating a Skill—Type the name of the new Skill in the Quick Filter field and click + to create the Skill.
       • Selecting an existing Skill—In the Skills section, select existing Skills from a list to add to the Agent. To select a Skill, click the check box beside the Skill and enter a numerical value in the Rating field.
     Important
     Since Agent Groups might be defined automatically based on a Skill (Virtual Agent Groups), the list of Agent Groups refreshes if you create a Skill.
   • Agent Groups
     • You can add the Agent to an Agent Group by clicking the check box beside an item in the list.
3. Click Save.
Important
When adding or editing an Agent in Cloud mode, GAX also makes the following configuration changes:
• Create Agent Logins in each Switch, using information that was entered in the Default Number field.
• Create the User object and associate Agent Logins to the User object. Wrap-up Time for each Agent Login is set to 0.

Other Actions

Once you select an Agent, you can:

• Edit Agent Information—Select an Agent and click Edit to edit Agent information. If you edit the Default Number field:
  • If this field is emptied, the Agent is disassociated from the current Place and its Agent Login objects are emptied.
  • If a new value is given, the agent is associated with a new Place, DN, and Agent Login that match the value. New objects are created, if they do not already exist. Existing objects are emptied and not deleted.
• Copy an Agent—Select an Agent and click Clone to make a copy of the Agent object.
• Change State—Select an Agent and click either Enable or Disable to change the state of an Agent.

Important

• Agents that are disabled appear grayed out in the list.
• When a User is either disabled or removed, Genesys Administrator Extension invalidates all sessions associated with this User. Upon the User's next action, he or she will be redirected to the login page.

To delete one or more Agents, click the check box beside the Agent(s) in the list and click Delete.

Important

When deleting an Agent, GAX does not delete the DN, Place, or Agent Login objects assigned to the Agent.