Creating Agents

Multiple agents may be associated with a single person, provided each agent is on a different peripheral. The peripheral login details cannot be edited once the agent has been created.

In addition to creating agents one at a time, users can also bulk load agent records previously output to a CSV (comma separated values) file. For more information see About Bulk Upload.

Creating an Agent

To create an agent:

In Resource Manager, in the Folder Tree panel, select the folder where you want to create the agent.
In the Folder Tree panel, click Resource, and then click Agent.
Enter a Name, and select a Peripheral and Person to associate the agent with. You can choose either to associate the agent with an existing Person, or to create a new Person for that agent as follows:
- Select Existing Person. Select a person from the drop-down list, or search for a specific person by typing a part of their name in the Search box. The new agent will use the details specified in that Person’s Peripheral Login box to log on to their Agent Desktop.
- Create New Person. Enter the first name and last (or family) name for the person, and fill in the details they will use to login to the peripheral. The person will be automatically created and associated with the agent.
Complete the remaining fields as described in the Agent Fields section. Active from and to dates can be set in the Advanced tab.
Click Save. Once you have created an agent, you can assign that user as the member of an agent team, and to one or more skill groups.

Agent Fields

This table shows the tabs and fields available for agents.

Field	Description	Entry	Default	Required
Details Tab
Name	A unique name for the entry. This may be the same as the login name, last name or first name fields. Your company may specify a convention for this field (such as <first name>_<last name>) to make it easier to identify agents. Note: This may not be the same as the name by which the item is known on the remote equipment (Enterprise Name on the Advanced tab). Changing this name will not change the enterprise name or the name on the remote equipment. Changes to the name on the remote equipment will be reflected in the enterprise name, but under some circumstances, may not change the name shown here.	Unique. Up to 32 characters, letters, numbers, spaces, periods, hyphens, and underscore characters only. Must begin with a letter or number.	Null	Yes
Description	A description of the agent.	Up to 255 characters.	Null	No
Path	Only shown when resource is first created. The location in the folder tree where the resource is to be created.	Click the drop-down arrow to show the folder tree, then select the required location.	Current location in folder tree.	Yes
Peripheral	The peripheral to be used for the agent.	Select from list.	Default Peripheral	Yes
Create New Person or Select Existing Person option	Only shown when resource is first created. The kind of person to associate this agent with. Create New Person: The agent record is for a new employee, or one who has not previously existed as a Person within eGain Analytics. Select Existing Person: The person to be associated with this agent record already exists within the system, for example if the Person record for a new employee was created before it was clear which peripheral they would be using.	Select one of the options, and then complete the remaining fields for that option as shown below.	Create New Person	Yes
Create New Person > First Name	The person's first name.	Up to 32 characters.	Null	Yes
Create New Person > Last Name	The person's last name.	Up to 32 characters.	Null	Yes
Create New Person > Login Name	A unique login name for the person to allow them to login to the peripheral. Note: The Unified CCE database is case-insensitive in determining whether a login name is unique - for example, it considers "joe_smith" and "JOE_SMITH" to be the same. Further, agent login to agent desktop software (such as CTI OS) is not case-sensitive.	Unique. Up to 255 characters, letters, numbers, underscore and special characters. Must begin with letter or number.	Null	Yes
Create a New Person > SSO Enabled (only available in Mixed Mode)	Check this box to enable external login for the user. When checked, the password fields will be disabled. When cleared, the password fields will be enabled.	Check box	Cleared	No
Create New Person > Password	The password that the person will use to log in to the system.	Unique. At least five letters long. Longer passwords, including numbers and other characters, may be required. Ask the system administrator for details.	Null	Yes
Create New Person > Confirm Password	Confirmation of the password.	The same as for the Password field. This ensures that the person is not prevented from logging in by typographical errors made when setting his or her password.	Null	Yes
Select Existing Person > List of persons	List of available persons, optionally filtered by the search field.	Select the person corresponding to this agent.	First person in list.	Yes
Select Existing Person > Search filter	Optional search field to filter results in list of persons.	Type a partial name to restrict the list of available persons to those which include that name.	None (complete list of persons shown).	No
Person Tab (not shown when creating an agent)
First Name	The person's first name.	Up to 32 characters.	Null	Yes
Last Name	The person's last name.	Up to 32 characters.	Null	Yes
Description	The person's description.	Up to 255 characters.	Null	No
Login Name	A unique login name for the person associated with this agent to allow them to login to the peripheral. Note: The Unified CCE database is case-insensitive in determining whether a login name is unique - for example, it considers "joe_smith" and "JOE_SMITH" to be the same. Further, agent login to agent desktop software (such as CTI OS) is not case-sensitive.	Unique. Up to 255 characters, letters, numbers, and special characters.	Null	Yes
Login Enabled	Check this box to allow the person associated with the agent to log on to peripheral.	Check box	Checked	No
Reset Password	Check this box to reset the password for the person associated with this agent.	Check box	Cleared	No
Password	The new password that the person uses to log in to the system. Only shown if Reset Password is checked.	Unique. At least five letters long. Longer passwords, including numbers and other characters, may be required. Ask the system administrator for details.	Null	Yes
Confirm Password	Confirmation of the changed password. Only shown if Reset Password is checked.	The same as for the Password field. This ensures that the person is not prevented from logging in by typographical errors made when setting his or her password.	Null	Yes
Supervisor Tab
Supervisor	Check this box if an agent is to be considered a supervisor agent. This does not require that they supervise a team.	Check box	Cleared	No
Associate with Domain Account	Associates a supervisor agent with an existing domain account (the account used to log onto the network and to WebView). Note: The supervisor agent must be associated with a domain account before they can have attributes assigned to them.	Check box	Cleared	No
Login Name	The domain login name to be used by the supervisor agent.	Existing domain login name. Select from list of possibilities by typing part of the login name.	Null	If Associate with Domain Account checked
SSO Enabled	SSO Enabled by default.	Check box	Null	No
SSO Disabled	SSO Enabled by default.	Check box	Null	No
Mixed Mode	Check this box to enabled SSO.	Check box	Cleared	No
Agent Teams Tab
Agent Teams	The supervisory teams with which the agent is associated.	Select from lower list of available agent teams and click Add to include agent in the checked teams. To remove an agent from an existing agent team, select agent team from upper list and click Remove.	Null	No
Skill Groups Tab
Skill Group	The skill group or groups of which the agent is a member. Changes to an agent's skill group membership take place immediately within the agent's current session.	Select from lower list of available skill groups and click Add to include the agent in the selected skill groups. To remove the agent from an existing skill group, select from upper list and click Remove. To set the default skill group for the agent, firstly, ensure that the agent is in the required skillgroup as above, then select the Default check box beside the skill group. To revert the default skill group for this agent to the system default, clear the selected Default check box.	Null	No
Attributes Tab
Attribute	The attribute or attributes associated with the agent. Changes to an agent's attribute association take place immediately within the agent's current session. Note: If the agent is a supervisor agent, they must be associated with a domain account before they can have attributes assigned to them.	Select from lower list of available attributes and click Add to associate the agent with the checked attributes. To remove an agent association with an existing attribute, select from upper list and click Remove. To specify the value for an attribute associated with the agent, select the value from the drop-down list in the value column.	Null	No
Call Transcript	Check this box to enable the Agent Assist service based on the transcirpt of a call if a Cisco Answers configuration has been enabled and selected on this peripheral.	Check box	Null	No
Advanced Tab
Enterprise Name	The name used to identify the item on the remote equipment. Leave blank to auto-generate a unique name. Note: If the item is created by importing from the remote equipment, this name matches the eGain Analytics name (Name on the Details tab). Changes to the name on the remote equipment are reflected here, but under some circumstances, are not affected the eGain Analytics name.	Unique. Up to 32 characters, letters, numbers, and underscore characters only. Must begin with letter or number.	Auto-generated from the agent name. The system reserves 5 characters for the organization, 5 characters for peripheral, 17 characters taken from the agent name, and 2 characters for dimension type, plus 3 separating dots.	No
Department	(Only shown for organizations that are not small contact center organizations, and are associated with Unified CCE instances running Unified CCE version 10.5 or later). The department that this resource is associated with.	Select from the drop-down list of available departments.	None	No
Agent ID	The internal extension number that can be used to call the agent.	Up to 11 digits.	Auto-generated	No
Agent Desktop	The desktop settings to be associated with the agent.	Select from list of available agent desktops.	None	No
State Trace	Enables the system to track the agent's state transitions such as Available or Talking. This check box is dimmed by default and must be made available by a System Administrator before it can be used (using System Settings > Provisioning Settings > Agent State Trace Enabled). Note: Cisco state that tracking agent state data puts additional load on UCCE. Please consult the Cisco documentation before using this feature. Also note that this option is not available in the Resource Management Gadget.	Check box	Cleared	No
Active From Date	The date from which the agent will be active within the system.	Select date from calendar.	Current Date	Yes
Active To Date	The date after which the agent will be deleted from the system.	Either leave Forever checked, or uncheck Forever and select date from calendar.	Forever	No
Custom Data Tab
Key	The key for this custom data item.	Unique. Up to 50 characters, alphanumeric, period, and underscore characters only. Must begin with alphanumeric. If this resource type has default keys defined in a custom data template, there will be a an initial entry for each default key.	Either an entry for each default key, or null if no default keys.	No
Value	The value to associate with this key.	Up to 500 characters. To add a new custom data key-value pair, complete both fields, and click Add. You can have a maximum of ten custom data key-value pairs. To edit an existing key-value pair, rest the mouse briefly on the entry, select the edit icon ( ) and make your changes. Then select the tick to confirm the change, or the cross to undo the change. To delete an existing key-value pair, rest the mouse briefly on the entry, select the delete icon ( ), then click OK to confirm the deletion. Note: For predefined default keys you cannot delete the entry or edit the key field. You can only edit the value field.	Null	No, for predefined default keys. Yes if new key being defined.

Creating Agents

Creating an Agent

To create an agent:

Agent Fields

Related Information