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.

Agent General Information

The "Agents" view is accessed via the sidebar. Upon clicking any existing agent entry (or adding one via '+Add) the 'General information' tab is shown:

This is also the first place where new users are added before assuming the Agent role

Agent General Information Tab

Note

Greyed-out entries and fields in this view mean that the user has been successfully found within and synced with a user directory.

Each agent entry allows for the following settings:

Control Name	Description
First Name	First Name of agent.
Last Name	Last Name of agent.
Organization Unit	Shows all available Organization Units in the system. The organization unit selected defines a list of not ready reasons that are available for agents belonging to a service. The reasons are also part of Historic Reporting.
UPN	UPN (Unified Principal Name) of the Agent. This will be used as unique identifier to sync with a user directory
Email	Email of the Agent.
Full screen mode	Full screen mode icon allows to expand details page on the whole screen. Application menu will be hidden in this case.
Skype for Business section
SIP URI	SIP URI of the agent. A valid format is: 'sip:agentname@domain.ending' This will be used as unique identifier to sync with a user directory
Line Uri	Global telephone numbers assigned to an agent. Valid format: 'tel:+' or 'tel:00' followed by phone number.
PrivateLineUri	Local telephone sip Uri assigned to an agent. Valid format: 'sip:number' and may contain the domain name.
Lync Pool Registrar	SfB Server name where an agent is registered.
Agent section
AA Configuration	The list of Agent Assistant configurations available in the system.
Agent in Lync State 'Busy' is	Two options: Selectable - An agent in 'Busy'-Presence State is considered as 'Online' and available for tasks. Not Selectable - An agent in 'Busy'-Presence State is considered as 'Busy' and not available for tasks.
In Meeting State	Drop-down is enabled when 'Agent in SfB State 'Busy' is ' set to 'Selectable' Two options: Selectable - An agent in 'Busy-In a meeting'-Presence State is considered as 'Online' and available for tasks. Not Selectable - An agent in 'Busy-In a meeting'- Presence State is considered as 'Busy' and not available for tasks.
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. Works together with service's flag 'Agents Can Handle Simultaneous IM' for Services.
Number of Simultaneous External Tasks	Defines amount of external 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. Works together with service's flag 'Agents Can Handle Simultaneous External Tasks' for Services.
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	The '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 the 'Call as' feature in Agent Assistant for the selected agent. By default the option is set to 'true'.
Enable AV Conversation as a Service	Allows to enable or disable 'Call as' feature in Agent Assistant for the selected agent. There are 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	The 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: Audio/Video Calls Only All Conversations *Retarget private number (in case Agent has PrivateLineUri* )**
Retarget Source Filter	The source filter defines the source of a call which Agent want to retarget: All Conversations PSTN and Federation – calls from mobile and other networks, fixed telephones/calls from organizations outside of their own PSTN only – calls from mobile and other networks, as well as fixed telephones
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): If check box is set to true, then the call on private number will be retargeted. If check box is set to false, then the call on private number will go through and reach the Agent.
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.

Agent Tab fields legend

Related chapters: