DCA Agents

If your Account has been provided with the Dynamic Call Agent (DCA) feature, when entering Service Designer select DCA -> Agents from the toolbar menu. Clicking this will open the DCA Agent Manager screen:

This default view will not show Agents in any of your sub accounts. To do this select the 'Include Sub Accounts' checkbox which will automatically refresh the results and include those Agents.

You can filter the results by searching by AgentID or Agent Name.

You can also search just a specific account by clicking on the magnifying glass search button and then selecting the account you wish to search using the Account Selector screen. To remove that account selection just click on the [ x ] button next to the name.

Clicking the [ Export to Excel ] or [ Export to PDF] buttons will export all the Agents currently displayed in those results and corresponding information to a .XLSX or .PDF file.

Clicking [ New Agent ] button (top right of Agent Manager screen) will present the New Agent set up screen:

Agent configuration fields

Agent Name	A free text field to enter the Agents actual name or alias to quickly identify them
PIN Code	The PIN code an Agent will use to sign in to the Agent Console and set their status. This is randomly allocated but can be changed at this point if required something memorable if required. The Agent can also change this themselves in the Agent Console.
Disabled	Used to disable an Agent (without deleting their details) and prevent them logging in.
Email Address and Mobile Number	Additional contact information for the Agent (optional).
Active Destination Number	The target destination where calls for this Agent will be delivered. This destination can only be set within the parameters of the permissible destinations on the parent account (e.g. geographic destination, mobile destination).
Select Active Destination	Enabling this allows the Agent to switch their active destination number in the DCA Agent Console based on the destinations stored against them.
Auto Signout Enabled	Enables the auto signout feature for the agent.
Allow Override	When enabled the agent has the ability to change the auto signout time when they are logged into the DCA Agent Console
Week Days	The times in 24 hour format that the agent will be automatically signed out when the Auto Signout feature is enabled.

Once the [ Save ] button is click the Agent will added to the system and appear in the Agent Manager and the Agent ID is used by the Agent to log onto the portal can be seen on the left.

Left clicking on the [ Menu ] icon on an Agent will allow you to perform the following options for managing the selected Agent:

Update	Update the Agent details shown above
Delete	Remove the Agent from the platform completely. Note: This action cannot be undone.
Manage SkillSets	Manage the SkillSets to which the Agent is assigned to. You can add or remove SkillSet assignments or change the priority of the Agent within the SkillSet.
Change Account	Move the Agent to a different sub account
Update Status	Change the Agent status. E.g. sign the agent out if required.
Destinations	Add multiple destinations for the Agent; Right-click on the Active check box next to the number to activate or delete the destination.

Only one destination can be the active destination and currently this can only be controlled by an Administrator