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Registration of Agents and Assignment of Supervisors

Registering a New Agent

The following steps describe the process of registering a new staff member who will assist visitors to your website.

  1. In the Control Panel menu, under the Team section, click on the Staff block. The Staff page will open.

    On this page, the administrator registers staff, edits their settings, changes their status and privileges.

    Directly on the page with the list of staff, the administrator can navigate through the list of staff:

    • Filter the list by selecting staff currently in a specific status and/or staff from selected departments

    • Search the list of staff by internal or external staff name

    • Sort the list by the Agent Name or Email column. Sorting is alphabetical. If you click on the column a second time, the sorting will occur in the reverse direction

    To reset the set filters and search parameters, simply click the Reset Filters button.

  2. To delete the account of one of the agents, click the cross icon in their row. You will need to confirm this action.

  3. To temporarily disconnect one agent, click the icon Disable Agent in their row. Disconnecting simply changes the agent's status to Offline, so you can only disconnect those agents who have the status Online.

  4. To exclude from the displayed list those agents who have the status Offline, set the filter with the status Logged In. Agents with the statuses Online, as well as Invisible, Lunch, Before Lunch, and Personal Break will remain in the list. To refresh the list, you may need to refresh the page by pressing F5.

  5. To temporarily disconnect all agents, click the Diable All Agents button.

  6. To register a new staff member, click the Register New User button in the upper right part of the page.

  7. To change the settings of a registered staff member and/or promote their status, select the agent from the list and click the button Edit user in their row. When registering a new entry or editing an existing agent's entry, the Edit Agent page will open:

The following sections and fields are available for editing:

General Section

  • Internal Name. Colleagues and the service will refer to the agent by this name. It usually contains the first and last name.

  • Visible name. Visitors will refer to the agent by this name. It usually contains only the first name.

  • Email. A unique personal email address that the staff member will use as a login when entering the system.

  • Sort Order. A numerical value that can be used to determine the order of auto-assignment when there is an equal number of chats assigned to them (new chats will be assigned first to the agent with the smallest number in this field, then to the next in ascending order, etc.).

  • Upload photo. Click Choose File... and select a graphic file in the JPEG, GIF, PNG, TIFF, or BMP format with the agent's photo; clients will see this photo.

  • Department Supervisor. Select from a dropdown list of departments in which this staff member will act as a supervisor. If the Is Administrator checkbox is selected, the staff member automatically becomes both an administrator and a supervisor in all the departments they are part of.

  • Is Administrator. The administrator is able to create other users and monitor the reporting.

Password Section

  • New Password. The personal password of the new agent; the agent can change it independently, as well as other settings.

  • Confirmation. Enter the password again to save it.

Templates Section

  1. Add personal response templates for this agent.

  2. Fill in the other fields as needed.

  3. Click the Plus button. Changes will be automatically saved

Additional Section

  • Notify about new visitors. Possible options:

    • Use account setting
    • Notify
    • Do not notify

  • Maximum number of chats per agent if auto-assign is enabled. The maximum number of chats for this agent during auto-assignment.

Time schedule Section

Here you can set up the staff member's work schedule. The system will change the staff member's status (Online or Invisible) according to the work schedule set for them. You can find information about this section here.

Departments Section

From the list, you can select which departments the agent belongs to and specify a priority for each department. Chats with a higher priority are assigned to the agent first (when skillization is enabled). Later, you can edit the priority and remove the agent's association with departments.

Assigning a Supervisor

To elevate an agent's status to supervisor, register at least two departments in the Departments section. Then go to the Main section and in the Supervisor in Departments field, check the box for those departments whose staff report to this supervisor.\

Is Administrator: To elevate the status of one of the staff members to administrator, check this box.