Agent Management

The Agents module provides real-time visibility into agent availability, performance, and workload distribution.

Agent Dashboard

Agent List View

The main agent view displays:

• Name: Agent full name
• Status: Available, Busy, Away, Offline
• Active Chats: Number of current conversations
• Max Capacity: Configured concurrent conversation limit
• Skill Sets: Assigned expertise areas
• Aux Code: Current auxiliary status reason

Status Indicators

Status	Description	Chat Assignment
Available	Ready to receive conversations	Enabled
Busy	At capacity or in wrap-up	Disabled
Away	Temporarily unavailable	Disabled
Offline	Not logged in	Disabled

Agent Configuration

Creating Agents

Administrators can create agent accounts:

1. Navigate to Agents → Add Agent
2. Enter agent details (name, email, username)
3. Assign role (Agent)
4. Set max concurrent conversations (default: 5)
5. Assign skill sets and proficiency levels
6. Assign to queues
7. Save configuration

Agent Capacity

Configure maximum concurrent conversations per agent:

• Default: 5 conversations
• Range: 1-20 conversations
• Recommended: 3-5 for quality service
• Adjust based on channel complexity and agent experience

Skill Sets

Overview

Skill sets enable intelligent conversation routing based on agent expertise.

Configuring Skills

Administrators define skill categories:

• Examples: Technical Support, Billing, Sales, Spanish Language, VIP Customer Care
• Assign to agents with proficiency levels (1-5)
• Higher proficiency agents receive priority routing

Auxiliary (Aux) Codes

Purpose

Aux codes track time agents spend on non-conversation activities.

Common Aux Codes

Code	Description	Availability
Break	Scheduled break	Away
Lunch	Meal break	Away
Training	Learning activities	Away
Meeting	Team or client meetings	Away
Technical Issue	System problems	Away
Wrap-up	Post-conversation documentation	Busy

Usage

Agents select aux codes when changing status:

1. Click status dropdown
2. Select "Away" or "Busy"
3. Choose applicable aux code
4. System tracks time spent in each aux code for reporting

Agent Actions

Transferring Conversations

Transfer to Agent:

1. Open conversation
2. Select "Transfer"
3. Choose destination agent
4. Add transfer notes (optional)
5. Confirm transfer

Transfer to Queue:

1. Open conversation
2. Select "Transfer to Queue"
3. Choose destination queue
4. Conversation re-enters routing logic

Using Canned Messages

1. In conversation window, click canned message icon
2. Search or browse available templates
3. Select message - auto-populates with contact variables
4. Edit if needed and send

Applying Tags & Labels

Tag conversations for categorization:

1. Open conversation
2. Select tag icon
3. Choose from predefined tags or create custom
4. Apply multiple tags as needed
5. Tags appear in conversation history and reports

Performance Monitoring

Real-Time Metrics

Supervisors and Managers can view:

• Current Status: Live agent availability
• Active Conversations: Ongoing chats per agent
• Average Response Time: Speed of agent replies
• Conversations Handled: Total for current session

Agent Reports

Generate performance reports:

• Conversation Volume: Total handled by time period
• Response Time: First response and average response metrics
• SLA Compliance: Percentage meeting service level targets
• Aux Code Time: Breakdown of non-conversation time

Best Practices

• Set realistic agent capacity based on channel mix (chat vs email)
• Use skill-based routing for specialized inquiries
• Monitor aux code usage to identify process bottlenecks
• Provide agents access to comprehensive canned message library
• Review agent performance metrics weekly for coaching opportunities
• Balance workload across team to prevent burnout