OneCloud Professional Contact Center - Adding Agents / Editing Agent Settings
👥 Adding Agents & Editing Agent Settings
This section covers how to add agents to a queue and configure individual agent settings for optimal call flow and performance tracking. Locate the queue you wish to edit agent membership and click the edit agents icon.
✏️ Edit Agent Icon
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Click the pencil icon to open and edit an agent's settings.
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Use this to add a new agent or modify existing agent details.
➕ Add Agent
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Scroll to the bottom and click "Add Agent".
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In the first Drop Down Menu, you'll be prompted to choose between adding by User or Phone.
✅ Best Practice:Selecting adding agents by Phone. This ensures calls are delivered to a specific device instead of multiple endpoints.⚠️ Adding by User can cause confusion if the agent has multiple devices such as the Mobile App, Connect App or Native Integration.
🛠️ Editing an Existing Agent
Click the pencil to adjust or view the following settings:
- Status - Online or Offline
- Wrap-Up Time –Time allowed for post-call work (up to 595 seconds).
- Max Simultaneous Calls –Number of active calls the agent can handle at once.
- Max SMS Sessions –Maximum simultaneous SMS conversations.
- Queue Priority –Determines routing preference; higher priority gets calls first.
- Request Confirmation –(Optional) Prompts the agent to accept the call before connecting. Rarely used.
- Auto Answer –Enable to auto-connect calls without ringing. Online or Offline
🔄 Agent Status Control
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Set agents to Online or Offline manually.
🛑 Example: If an agent forgets to log out before leaving early, you can set them offline here.
⏱️ Wrap-Up Time
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Allows agents to complete post-call tasks (e.g., CRM notes).
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Max: 595 seconds (about 10 minutes).
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Once time expires, agent returns to "Ready" status automatically.
📞 Max Simultaneous Calls
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Defines how many concurrent calls an agent can take.
🧑💻 Tech support: typically set to 1
📞 Reception desks: may require higher limits
💬 Max SMS Sessions
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Set how many text message conversations an agent can manage at once.
🎯 Queue Priority
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Assign priority levels to route calls to more experienced agents first.
✅ Request Confirmation
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Optional: Prompts agent to confirm before answering.
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Rarely used unless organizational policy requires manual confirmation.
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