OneCloud Professional Contact Center - Adding Agents / Editing Agent Settings
π₯ 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.
βοΈ 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.
β 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.
β Best Practice:Selecting adding agents by Phone. This ensures calls are delivered to a specific device instead of multiple endpoints.β οΈ Adding by User can cause confusion if the agent has multiple devices such as the Mobile App, Connect App or Native Integration.
π οΈ Editing an Existing Agent
Click the pencil to adjust or view the following settings:
- Status - Online or Offlineββββββ
- Wrap-Up Time βTime allowed for post-call work (up to 595 seconds).
- Max Simultaneous Calls βNumber of active calls the agent can handle at once.
- Max SMS Sessions βMaximum simultaneous SMS conversations.
- Queue Priority βDetermines routing preference; higher priority gets calls first.
- Request Confirmation β(Optional) Prompts the agent to accept the call before connecting. Rarely used.
- Auto Answer βEnable to auto-connect calls without ringing. Online or Offline
π Agent Status Control
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Set agents to Online or Offline manually.
π Example: If an agent forgets to log out before leaving early, you can set them offline here.
β±οΈ 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.
π Max Simultaneous Calls
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Defines how many concurrent calls an agent can take.
π§βπ» Tech support: typically set to 1
π Reception desks: may require higher limits
π¬ Max SMS Sessions
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Set how many text message conversations an agent can manage at once.
π― Queue Priority
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Assign priority levels to route calls to more experienced agents first.
β 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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