Adding, modifying and deleting agents

• To create a new agent, right-click in the agents window and select new.
• To edit the properties of an existing agent, in the agents window, right-click the agent and select properties.

When you do either of the above, the agent properties window appears:

General tab

• ID: A unique ID number for the agent.

• User name: The agent's user name.

• First name: The agent's first name(s).

• Last name: The agent's last name.

• E-mail: The agent's email address.

• Address: The agent's address.

• NT Account: The agent's Windows NT account; you can either select an existing account, or click the add/delete button to create a new account.

• Description: Any specific comments or description regarding the agent.

• Coverage route: Specifies the alternative route the system has to take if the agent - called as a member of an inbound group - does not answer his/her phone within a predefined number of rings. This backup route is valid for inbound calls only. Click ... to select or create a route. Note: the number of rings is defined in the Location properties of the Global CCA.

• Restrictions: The restrictions profile that applies to the agent (restrictions define what access privileges the agent has to various areas of the system; see managing restrictions for further details).

• Max number of contacts: This number represents the maximum number of calls that CCA will make in a "predictive dialing" configuration. This field is applicable only if CCA is using integrated telephony.

• Delete password: Allows the agent to change his/her password the next time they log in.

• Record all calls: If selected, all of this agent's calls will be recorded. Calls will be saved as *.wav files in the survey folder (e.g. C:CcaQesnameofsurvey or askiaserverccaqesnameofsurvey). This field is applicable only if CCA is using integrated telephony. The following option, stereo recording, determines whether the call is recorded in mono or stereo.

• Stereo recording: If selected, all of this agent's calls will be recorded in stereo. This option is available only if record all calls is selected, and is available only when full VOIP is being used. Stereo calls use one channel for the agent's voice and one channel for the respondent's voice. This option is available from version 5.3.5.

• Broker: this allows you to associate the agent with a particular web broker (sample provider). This should be the same name as the one you use in the corresponding DoExternalPanel survey start link. Doing so allows you to specify quotas by web broker (sample provider).

Furthermore, when needing to add an entire list of agents to the CCA, it is possible to integrate them in one go. For more details, please contact hotline@askia.com.

Skills tab

Use the following to specify the agent's skill levels. In this tab, all the skills created by the CCA Administrator are listed, with their default value. To specify this agent's specific level concerning a skill, simply double-click on the listed skill value and enter the appropriate value.

Alarms tab

Use this tab to specify alarm levels specific to this agent. When one of the alarm levels is exceeded, a message is displayed in the alarms window.

To enable an alarm, check the box associated with it, then set the alarm level, as follows:

• Ringing time exceeds (in m:s): The alarm will be triggered when the time it takes an agent to answer a call exceeds the specified value.

• Parked time exceeds (in m:s): The alarm will be triggered when the agent keeps a call parked (i.e. on hold) for longer than the specified duration.

• Talking time exceeds (in m:s): The alarm will be triggered when the agent exceeds the specified duration handling the call (talking).

• Clerical time exceeds (in m:s): The alarm will be triggered when the agent spends longer than the specified duration in clerical time (e.g. filling out a form).

• Ready time exceeds (in m:s): The alarm will be triggered when the agent has been waiting to answer a call for longer than the specified duration.

• Number entering time exceeds (in m:s): The alarm will be triggered when the agent exceeds the specified duration when entering a telephone number.

• Agent pause time exceeds (in m:s): The alarm will be triggered when an agent is paused between calls for longer than the specified duration. Note that this option replaced the option administrator defined pauses in version 5.

Memberships tab

Use this tab to view or edit the agent's group memberships (which can be Outbound, Inbound, CAPI and Coding). If a membership has been made inactive (which can be done here, or in the groups window) - it is greyed-out.

To assign the agent to an outbound group:

1. Right-click in outbound group,
2. Select change....
3. Select the desired group.

To assign the agent to an inbound, CAPI or coding group:

1. Right-click in the appropriate section inbound group(s), CAPI group(s) or coding group(s).
2. Select new....
3. Then select the desired group. If no group exists, you can create one by right-clicking and selecting new. The group properties window opens, where you can define the new inbound, CAPI or coding group. 
4. Click OK.

To remove the agent from an inbound, CAPI or coding group:

1. Right-click the group name.
2. Select delete.

You can also activate or deactivate the agent's membership of the group, by right-clicking the group and selecting activate or deactivate as appropriate.