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 Agents page.
2. Go to the Agent 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.
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. Type the agent’s Full name.

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

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

• If you have profiles enabled in your environment, 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 not using profiles:

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

Alternatively, if you are using profiles, in the Agent profiles section:

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

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

13. 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 Agents page.
3. Go to the Agent 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 Agents page:

1. Click the Access rights subpage.

1. Find the row for the project for which you want to grant access rights.
2. Click the cell in that row for each agent who should be able to access that project.

A green tick will show for each agent who can access the project.

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.