Agents

Introduction

A call center agent is the person who handles incoming or outgoing customer calls for a business. A call center agent might handle account inquiries, customer complaints or support issues. Other names for a call center agent include customer service representative (CSR), telephone sales or service representative (TSR), attendant, associate, operator, account executive or team member.

—SearchCRM

In this respect, agents in Wazo have no fixed line and can login from any registered device.

Getting Started

  • Create a user with a SIP line and a provisioned device.
  • Create agents.
  • Create a queue adding created agent as member of queue.

Creating agents

Service > Call center > Agents > General

These settings are specific for a given agent.

Service > Call center > Agents > Users

These settings are specific for a given agent.

Service > Call center > Agents > Queues

These settings are specific for a given agent.

Service > Call center > Agents > Advanced

These settings are specific for a given agent.

Service > IPBX > General settings > Advanced > Agent

These settings are global for all agents.