Set up agents

You can manage and load-balance customer contacts using agent hierarchy organization and agent status management. These tools provide filtering and agent availability management per queue, skill set, and routing profiles.

Contents

• Set up agent hierarchies
• Customize agent status
• Configure agent settings
• Predefined attributes
• Assign proficiencies to agents
• Enable auto-accept call
• CCPv1: Set up automatic agent logout
• Set up agents to assign tasks to themselves