Agent Management
Agents in LUCS are defined based on their Traits and Agent Responsibilities. Assigned Duty Profiles define an agents responsibility and expertise, making him selectable according ot a service-assigned Distribution Policy.
Additionally an Agent is also assigned a User Role (RBAC) which defines his access permissions in LUCS frontend and backend respectively. The use of Organization Units allows that any agent can fulfills various roles, e.g. be Admin in one OU while just inspecting reports or receiving calls in several other services.
It is important to note that all these aforementioned structures need to be exist for a proper agent setup. While an agent can be created without those elements, selecting it in any System workflow or Service will likely not be possible.
The 'Agent' management page is accessed via the sidebar. Upon clicking any existing agent enty (or adding one via '+Add) the 'General information' tab is shown:
Each agent entry allows for the following settings:
Control Name | Description |
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First Name | First Name of agent.
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Last Name | Last Name of agent.
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Organization Unit | Shows all available organization units in the system. Selected organization unit defines a list of not ready reasons that are available for an agent belonging to a service. It is also used for composing reports. |
UPN | UPN (Unified Principal Name) of the Agent. |
Email of the Agent. | |
Full screen mode |
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Skype for Business section | |
SIP URI | SIP URI of the agent. Valid format: 'sip:agentname@domain.ending'
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Line Uri | Global telephone numbers assigned to an agent. Valid format:
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PrivateLineUri | Local telephone sip Uri assigned to an agent. Valid format:
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Lync Pool Registrar | SfB Server name where an agent is registered.
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Agent section | |
AA Configuration | The list of Agent Assistant configurations available in the system. |
Agent in Lync State 'Busy' is | Two options:
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In Meeting State | Drop-down is enabled when 'Agent in SfB State 'Busy' is ' set to 'Selectable'
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Number of Simultaneous IM | Defines amount of IM tasks which an agent can handle at the same time. The values of the parameter vary from 1 to 9. By default the value is set to 1. |
Show Away as Offline | An agent in 'Away'- Presence State is considered 'Offline' by LUCS and the presence calculation of the services is done accordingly. |
Busy on busy in a call enabled | 'BusyOnBusy' feature makes it possible for administrators to easily enable or disable agents for secondary call suppression. |
Can login to recording manager | Allows to login to a third-party service to listen to recordings. |
Can use conversation-as-a-service | Allows to enable or disable 'Call as' feature in Agent Assistant for the selected agent. |
Enable AV Conversation as a Service | Allows to enable or disable 'Call as' feature in Agent Assistant for the selected agent. It’s possible to select one out of four options: · No Conversation-as-a-service (Default): Conversation-as-a-service is disabled for this user. · Internal Conversations: the selection of the Services is available only for internal conversations (target is an agent or service Sip / PhoneUri). · External Conversations: the selection of the Services is available only for external conversations (target is not an agent or service Sip / PhoneUri). · All Conversations: the selection of the Services is available for all conversations. |
Retarget & recording section | |
Retarget Type | Retargeting functionality is used to forward calls\conversations from the Agent to a service. This option can be configured for specific Agent for the following retarget types:
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Retarget Source Filter | Source filter defines the source of a call which Agent want to retarget:
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Request Target | The list of Call Services available in the system, which can be set as a target. |
Recording Type | Types of recording available in the system. |
Retarget private number | Check box is related to Agent's PrivateLineUri (private number):
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Retarget only if in duty profile | The option restricts for the agent Retarget Filters and makes them apply only if the agent is in duty profile. |