Genesys DX (formerly Bold360)

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  • 1.  FAQ: How do you add additional agents to your DX account?

    GENESYS
    Posted 04-26-2022 16:53
    What are the steps to add an agent to your account?


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    James Cockbill
    Genesys - Employees
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  • 2.  RE: FAQ: How do you add additional agents to your DX account?

    GENESYS
    Posted 05-10-2022 15:11
    Greetings,

    To add an agent first go to the Genesys DX Admin Center.

    From here click "Organizations" and then "Agents". This will drop you into an Agent Management screen. From here you can search existing agents and modify their settings or even delete them. There also exists here the ability to add agents, triggered from clicking "Create New".


    This will begin the process to configure settings for the new agent as well as fill in required and optional fields. These are:

    • Email address (required)
    • Agent name (required)
    • Chat name
    • Initials 
    • User name (required)
    In addition you can designate aspects like channel availability. For example, maybe a specific agent is responsible for just email and SMS while another is just on chat. One can also select from existing permission groups for the agent (admin and operator are default but can have custom groups) and select languages they might specialize in.

    All of above is found under Agent Information. However, there are additional configuration screens and options available for how a new agent is setup. These include:

    • Departments
      Can add the agent to setup departments, which can be across actual departments inside the company or grouped by things like skills or titles
    • Login and Security
      Contains features like blocking the agent or disabling login, generally in the event they leave the organization or they have somehow compromised their own login details
    • Images and Greetings
      Designate an initial greetings for the agent when they come into a chat
    • Automatic Distribution
      Set limits for the agent, like max amount of concurrent chats, email threads and messaging threads
    • Agent Hours
      Select hours of availability for the agent
    • Email Settings
      Add an email signature for the agent
    • Advanced Settings
      Controls additional features like adaptive canned messages and Salesforce Connector


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    Anthony Romero
    Genesys - Employees
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