Creating or updating agents for Omni

This article is part of the Implementing Omni series. The previous article is Creating call ending reasons.

Creating a new agent

 To create a new agent, In your Admin account:

1. Go to the Users page.
2. Go to the User list subpage.

2. Click the Create button.

The user’s Level determines whether their login takes them to an agent or admin interface. To create an agent:

3. Type the agent’s Username.

Unless you have made Single Sign On mandatory for your agents, you will need to give them a temporary password:

4. Click the Set password link.
5. Type a password. This will be a temporary password that the agent will need to change when they first log in.
6. Click the Set button.
7. Complete as much of the Contact information as you need. Full name will always be mandatory, and if you are using multi-factor authentication (MFA), either Email or Work phone will also be mandatory.

Complete other Employment information relevant to your needs. For example, if you use multiple offices, you may want to assign an Office to this agent.

Assigning the Omni interface to the agent

You will have one of two ways to assign the agent’s interface.

• If you have profiles enabled in your environment, as is the default for new clients,you can assign multiple profiles to an agent, letting them switch between, say, the Outbound interface and the Omni interface at need.
• Otherwise, you assign one interface to each agent.

If you are using profiles, in the Agent profiles section:

8. Click the Create profile button.
9. Type a Name for this profile, for example, Omni.
10. Click the Profile UI mode drop-down list and select Omni.
11. Click Create.

Check that the Name and UI Mode you just created is listed in the table.

Alternatively, if you are not using profiles:

12. In the UI mode section, click to select the Omni option.

Queue selection permission

Optionally, you can allow an agent to select which queues they serve, as long as they have the relevant skills assigned. If you wish to do this:

13. Click the User permissions section.
14. Click the Functional permissions section.
15. Click to tick the option Allow agent to choose the queues they want to serve.

Complete the account

To complete account creation:

16. Click the Create button in the top right of the screen.

Updating an existing agent

If you do not use profiles in your environment and want to give an existing agent access to Omni, you will need to create a new account for them, selecting Omni for its UI mode.

1. If you do use profiles, to add an Omni profile to an existing agent, in your Admin account:
2. Go to the Users page.
3. Go to the User list subpage.
4. Find the agent on the list, either by scrolling, or typing part of their name in the Search field.
5. Click the agent’s name.

Then, in the Agent profiles section:

6. Click the Create profile button.
7. Type a Name for this profile, for example, Omni.
8. Click the Profile UI mode drop-down list and select Omni.
9. Click Create.

Check that the Name and UI Mode you just created is listed in the table.

10. Click the Save button in the top right of the screen.

Access Rights

Each agent will need to be granted access to the relevant projects. Still in your Admin account on the Users page:

1. Click the Access rights subpage.

2. For Show by, click Agent.
3. If you have many agents you can filter by Agent group or Office, or Search for the agent whose access rights you wish to change.
4. Click the pen icon to the right of the row for the agent.

In the Change access rights dialog, either:

5. Click to select Full access rights within the office to give the agent access to all projects with the same Office as the agent.
6. Or, click the Set access rights to the selected projects drop-down list and tick all projects the agent should have access to.
7. Click the Save button.

Example agents

Example company creates their agents, granting each access to the “Gold service” and “General service” projects. These access rights do not determine which queues the agents serve, so even the new agents can safely be granted access to the Gold service project.

Now that you have some agents, in an Omni environment it may be worthwhile considering defining agent skills.