OneCloud Professional Contact Center - Adding Agents / Editing Agent Settings

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

  • Click the pencil icon to open and edit an agent's settings.

  • Use this to add a new agent or modify existing agent details.

➕ Add Agent

  • Scroll to the bottom and click "Add Agent".

  • 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

  • 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

  • Allows agents to complete post-call tasks (e.g., CRM notes).

  • Max: 595 seconds (about 10 minutes).

  • Once time expires, agent returns to "Ready" status automatically.

📞 Max Simultaneous Calls

  • Defines how many concurrent calls an agent can take.

🧑‍💻 Tech support: typically set to 1
📞 Reception desks: may require higher limits

💬 Max SMS Sessions

  • Set how many text message conversations an agent can manage at once.

🎯 Queue Priority

  • Assign priority levels to route calls to more experienced agents first.

✅ Request Confirmation

  • Optional: Prompts agent to confirm before answering.

  • Rarely used unless organizational policy requires manual confirmation.