Users: Agents in Issabel Contact Center

In Issabel Contact Center, agents are users who interact directly with voice campaigns to manage incoming or outgoing calls. Below, the aspects related to agents are explained in detail:

User and Agent Management

User configuration in Issabel Contact Center is based on information stored in a Panel Manager database, which is fed by the extension information configured in Issabel PBX. From the panel, users and permissions of the agent console can be managed, as well as marking the groups that the user can see or the plugins that will be enabled. Login details include parameters such as the extension number assigned to the user, which also functions as a login or identifier, and the password for connecting to the panel. The allowed profiles are those defined to which the user will be assigned for the attention queues in the assigned campaigns. Their parameters are described below:

• 1. User Creation:
  
  • Users are managed through the user menu within the Panel Manager of Issabel Contact Center administration. When new users are created, the recreate users function located in the dropdown menu of the actions button on the right side of the screen must be used to update the database and make them visible in the panel.
  • Users are synchronized with the extensions configured in Issabel PBX, which act as unique identifiers to connect to the system.
• 2. User Configuration Parameters:
  
  • Login Details: Includes the credentials that agents will use to log into the panel.
  • Extension: Number that identifies the user within the system and is also used as a login method.
  • Secret: Password linked to the user's extension.
  • Template: Predefined templates simplify the configuration of user permissions and access. This allows assigning specific configurations more efficiently.
  • Permissions: Determine the actions that the user can perform in the system. For full functionality, it is recommended to enable all permissions.
  • Groups: Configure the button groups that a user can view and use.
  • Plugins: Additional tools such as Web Phone PRO or advanced queue functionalities to enhance the agent's experience and capability.

Roles and Allowed Profiles

• Allowed Profiles: Define the profiles that will be associated with the user. This links agents to specific attention queues within the campaigns.

Permission Assignment

• Voice Campaigns: Agents can view information related to specific campaigns (e.g., Outbound Preview and Inbound) by selecting the corresponding queues in the user or template configurations.
• Digital Campaigns: Interactions with digital channels such as WhatsApp are configured. Users assigned to the corresponding group will have access to these interactions.

Agent-Related Operations

• Campaign Synchronization: Agents are linked to campaigns configured in Issabel CC, allowing them to manage calls effectively. Depending on the campaign design, agents can operate in different modes such as preview or progressive.
• Interaction Customization: With tools like Scripter, agents can work with customized scripts that help them manage calls dynamically, adapting to customer responses.
• Control Panel: Agents can monitor statistics and manage their interaction with campaigns from the Issabel Contact Center panel, observing the progress of campaigns and the status of calls in real-time.

This configuration ensures that agents have the necessary tools and permissions to operate efficiently within the call center environment.

If there is any incorrect or incomplete information, or additional information needs to be generated, please write to isscc@issabel.com