{"id":3832,"date":"2022-06-06T14:08:16","date_gmt":"2022-06-06T08:38:16","guid":{"rendered":"https:\/\/docs.kore.ai\/smartassist\/?p=3832"},"modified":"2022-06-06T14:08:16","modified_gmt":"2022-06-06T08:38:16","slug":"agent-management-3","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/agentassist\/agent-management-3\/","title":{"rendered":"Agent Management"},"content":{"rendered":"
<\/div>

On SmartAssist, Agents<\/b> refer to the customer support representatives responding to customer calls and chats. To serve customers, you must add agents to your application and provide them with the necessary access.<\/p>\n

Depending on the skills and training provided to the agents, you can assign them to agent groups.<\/p>\n

Agent Management<\/strong> is the key process that includes configuring various agent settings<\/em> to automate conversational flows<\/em> on SmartAssist<\/strong> after you’ve created a Bot<\/em> for your business use case.<\/p>\n

The Configuration<\/strong> section on the SmartAssist<\/strong> interface is the starting point from where you can access the AGENT<\/strong> menu and set up the following features:<\/p>\n

    \n
  • Agent Groups<\/li>\n
  • Agent Use Cases<\/li>\n
  • Standard Responses<\/li>\n
  • Waiting Experience<\/li>\n
  • Skills<\/li>\n
  • Surveys<\/li>\n
  • Settings<\/li>\n
  • Default Flows<\/li>\n<\/ul>\n

    \"\"<\/p>\n<\/div><\/div>

    <\/div>

    <\/span>Add an Agent<\/span><\/h2>\n

    This section lets you add an agent to a default<\/em> or custom<\/em> group. Adding agents to a group assigns tasks and performs common actions on them. To add an agent to a group, follow these steps:<\/p>\n

    1. Click\u00a0Agents<\/strong>\u00a0Menu option under the\u00a0User Management<\/strong>\u00a0in the left\u00a0panel.<\/p>\n

    \"\"<\/p>\n<\/div><\/div>

    Note:<\/strong> A Default Group<\/b> is available on the Agents<\/b> page.

    <\/div><\/div>\n<\/div><\/div>\n

    2. Click the group name<\/i> to view the drill-down information of the Default<\/b> Group <\/strong>or any other custom group.<\/p>\n

    3. Click + New Agent<\/b>.<\/p>\n

    4. In the Add New Agent window<\/strong>, the Agent Profile<\/strong> input window is displayed by default.<\/p>\n

    \"\"<\/p>\n

    5. Here, provide inputs for the following agent fields:<\/p>\n

      \n
    • First Name <\/strong>\u2013 This is a mandatory field where you need to provide the agent\u2019s first name. Only alphabets and numbers are allowed while special characters are not accepted.<\/li>\n
    • Last Name <\/strong>– This is a mandatory field where you need to provide the agent\u2019s last name. Only alphabets and numbers are allowed while special characters are not accepted.<\/li>\n
    • Nick Name <\/strong>– This is a mandatory field where you need to provide a nickname to be used for the agent. Only alphabets and numbers are allowed while special characters are not accepted.<\/li>\n
    • Phone Number<\/strong> \u2013 This is a mandatory field to capture the agent\u2019s 10-digit phone number.<\/li>\n<\/ul>\n[\/vc_column_text]

      Note<\/b>: Not providing a valid 10-digit phone number will prompt the following error message.<\/p>\n<\/div><\/div>

      \"\"<\/p>\n<\/div><\/div>

      Note<\/b>: Not providing a valid email ID will display the following error message.<\/p>\n<\/div><\/div>

      \"\"<\/p>\n<\/div><\/div>

        \n
      • Group <\/strong>\u2013 This is a mandatory field where you have to select an organizational group for the new agent from the drop-down list. When no option is selected, and Default Group<\/strong> is assigned.\"\"<\/li>\n
      • Hours of Operation<\/strong> \u2013 This is a mandatory field selection and indicates the operational hours of the new agent (when they are online).<\/li>\n
      • Agent Affinity<\/strong> \u2013 Enabling this option will assign any previous contacts to the agent with a positive history (where the scores given to the interaction are higher).
        \n\"\"<\/li>\n
      • (Optional)<\/i> Profile Picture<\/b> – Upload the agent\u2019s profile photo here (optional).<\/li>\n<\/ul>\n<\/div><\/div>

        Note:<\/strong> Except Nick Name<\/strong> and Profile Picture upload all other details in Agent Profile section are mandatory

        <\/div><\/div>\n<\/div><\/div>\n

        6. Click the Chat Support<\/b> tab to configure the chat support settings for an agent.[\/vc_column_text]

        <\/div>

        <\/span>Chat Support<\/span><\/h3>\n

        Configure the following fields for chat support:<\/p>\n

        1. Chat Support<\/strong> \u2013 Enable<\/strong> or Disable<\/strong> chat support using the toggle switch. Enabling will activate technical support to your customers through chat.<\/p>\n

        \"\"<\/p>\n

        2. Maximum Chats<\/strong> \u2013 Lets you set the maximum number of chat sessions an agent can have with a customer using text input or the slider.<\/p>\n

        \"\"<\/p>\n

        3. Language Support<\/strong> \u2013 Helps enable or disable the languages supported and sets the proficiency level of the agent. To add more languages, navigate to Settings > Languages<\/strong>.<\/p>\n

        \"\"<\/p>\n<\/div><\/div>

        <\/div>

        <\/span>Voice Support<\/span><\/h3>\n

        This feature helps configure the voice support <\/strong>settings.<\/p>\n

        In the Voice Support<\/strong> window, the following settings are available:<\/p>\n

          \n
        • Voice Support<\/strong> \u2013 Enable this feature to provide technical customer support over telephonic voice calls.
          \n\"\"<\/li>\n
        • Language Support<\/b> \u2013 Select the language for voice support from the given options and set the language proficiency level.
          \n\"\"<\/li>\n<\/ul>\n<\/div><\/div>
          <\/div>

          <\/span>Skills<\/span><\/h3>\n

          This feature helps configure the Skills, Group, and Proficiency levels of the agent. Follow these steps:<\/p>\n

            \n
          • Click Skills<\/strong>.<\/li>\n
          • Type in a skill name<\/strong> or select an option from the list.\u00a0 This field specifies the skills that an agent is trained for.<\/li>\n<\/ul>\n<\/div><\/div>

            Note<\/b>: Only if you have created skills already, they will be available to choose from the list. If not added, click the Skills<\/strong> hyperlink as shown below.<\/p>\n<\/div><\/div>

            \"\"<\/p>\n

              \n
            • The Group is auto-assigned by the system based on the selected skill, and skill proficiency can be assigned in the PROFICIENCY LEVEL<\/strong> Tab (Novice, Average, Good, or Expert<\/em>).<\/li>\n
            • To delete an entry, click the Delete\u00a0<\/strong>icon.
              \n\"\"<\/li>\n
            • Click Save<\/strong>.<\/li>\n
            • The new agent record is added to the existing list as shown below.
              \n\"\"<\/li>\n<\/ul>\n<\/div><\/div>
              <\/div>

              <\/span>Edit Agent Information<\/span><\/h2>\n

              To edit an agent, follow these steps:<\/span><\/p>\n

                \n
              1. On the Agents<\/strong> page, click the respective group to expand it. <\/span>You can find the list of agents associated with that group.<\/span><\/li>\n
              2. Click the <\/span>edit <\/b>icon of the agent you want to edit.\"\"<\/span><\/li>\n
              3. On the Edit Agent<\/strong> window, make the necessary edits.<\/span>\"\"<\/span><\/li>\n
              4. Click Save<\/b>.<\/li>\n<\/ol>\n<\/div><\/div>
                <\/div>

                <\/span>Delete an Agent<\/span><\/h2>\n

                To delete an agent, follow these steps:<\/span><\/p>\n

                  \n
                1. On the Agents<\/strong> page, click the respective group to expand it. <\/span>You can find the list of agents associated with that group.<\/span><\/li>\n
                2. Click the <\/span>edit <\/b>icon of the agent you want to delete.<\/span><\/li>\n
                3. On the Edit Agent<\/strong> window, click <\/span>Delete Agent<\/b> on the top-right.\"\"<\/span><\/li>\n
                4. On the corresponding confirmation dialog box, click <\/span>Delete<\/b>.<\/span><\/li>\n<\/ol>\n<\/div><\/div>

                  Note:<\/strong> An Agent Admin <\/b>cannot be deleted. After deleting an agent, the agent cannot sign in to the application.

                  <\/div><\/div>\n<\/div><\/div>\n<\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"On SmartAssist, Agents refer to the customer support representatives responding to customer calls and chats. To serve customers, you must add agents to your application and provide them with the necessary access. Depending on the skills and training provided to the agents, you can assign them to agent groups. Agent Management is the key process...","protected":false},"author":23,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[20,10],"tags":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/3832"}],"collection":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/comments?post=3832"}],"version-history":[{"count":0,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/posts\/3832\/revisions"}],"wp:attachment":[{"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/media?parent=3832"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/categories?post=3832"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/multisite.korebots.com\/agentassist\/wp-json\/wp\/v2\/tags?post=3832"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}