The Agents menu

This article describes the Agents menu. Find this menu in the Graia CCaaS Portal > General > Agents.

Here is where you may provision, edit and delete agents and supervisors as well as manage their configuration.

Provision an agent

Provisioning an agent or supervisor is done through the Agents menu. Follow these steps to provision an agent:

• Navigate to the Graia CCaaS Portal > General > Agents.
• Click the Create button. A new blade will appear.
• If required, search your corporate directory for the email address of your employee, then click on the results to automatically fill the agent profile. Alternatively, skip the corporate directory search and jump to the next tab to enter basic details manually.
• Basic details obtained from your Azure Active Directory will be automatically filled in.
• Set the type of user. It can be Agent or Supervisor. The Supervisor option will allow the user to monitor, whisperWhisper – A Supervisor feature providing the ability to talk to (voice) or chat with (chat) the Agent of an ongoing Conversation. The customer is not aware of the Supervisor's presence. and barge inBarge-In – A Supervisor feature providing the option to participate in an ongoing customer-Agent Conversation as an equivalent 3rd party. Both the customer as well as the Agent hear (voice) or see (chat) the Supervisor. using the Portal Reports.
• You may modify the name, email address, phone number, display name, and job title.
• Add the agent to an existing team or create a new team, then click Save.
• An invitation is sent to the email address provided.
• The user now clicks the invitation link in the email and confirms their email address. Once this is done successfully, the user is then redirected automatically to https://agent.graia.ai and can now log in.

Bulk import agents

Graia CCaaS supports agent provisioning in bulk as well to reduce the time spent on provisioning agents.

To use this feature, follow these steps:

• Navigate to the Graia CCaaS Portal > General > Agents.
• Click the Bulk Import button. A modal is displayed.
• Download the CSV template. We recommend you open it with a text editor such as Notepad++ as Excel may add invalid characters to the CSV.
• Fill in the required details in the CSV.
• Click the Select File to import and select the edited CSV.
• Assign the agents to teams (optional, you can do this later)
• Click the upload agents button.
• The file is now being validated. If it is invalid, an error message prompting you to adjust it will be shown, otherwise, an invitation email will be sent to all agents in the list.

note

You may only upload 100 agents at a time. Only Microsoft accounts are supported. All fields are mandatory and will be validated upon upload.

Bulk Import Agent Template format: Name,DisplayName,JobTitle,EmailAddress,PhoneNumber,AgentOrSupervisor

We suggest opening the CSV template with a text editor such as Notepad or Notepad++.

Edit an agent

Various edit options are supported, you may edit the following:

• User Details
  • Agent Name
  • Email Address (not editable)
  • Phone Number: Calls will be sent here if the agent is using the mobile application, or if the webrtc extension is not usable.
  • WebRTC extension (not editable): This is the extension used when the agent connects via the desktop agent applicationAgent Application – The Agent facing website of Graia providing the UI elements to consume its feature set..
  • Portal role (if any)
  • Custom Id: Allows adding a custom ID to a Graia CCaaS Agent. Useful for pairing Graia CCaaS Agents with internal IDs, this will be populated in reporting as well.
  • Power BI access: When enabled, the user will have access to the OData FeedOData Feed – Graia's reporting data feed: statistical tables on conversations, agents, queues and campaigns. The Power BI Template reads it, and developers can use it for their own BI tools.. An agent or user being a member of multiple tenants can access only one tenant's data at a time, we recommend using this toggle to swap between tenants.
  • Scripting access: Sets the level of scripting access for a particular user.
  • Change to user: Clicking this will remove the agent configuration for the particular user and downgrade it to a regular portal user.
• Agent Configuration
  • Type: Promote an agent to a supervisor or demote a supervisor to an agent.
  • Display Name: This will be used for the email signature as well as chat connect messages.
  • Job Title: This will be used for the email signature.
  • Business Unit: Assign one or more business unitsBusiness Unit – A label assigned to channels, agents, customers and agent workspaces to split one tenant into separate groups. to an agent to filter the channels, customers, agent workspaces the agent sees in the context of a conversation. Enable / disable these individually for the agent.
  • Override work item thresholds: Turn this on if you wish to override the threshold specified on a tenant level for a particular agent.
  • Attributes: You may create new attributes, search and select from a list, modify their level, enable/disable them, or remove them from an agent.
  • Spoken languages: Designate what languages the agent speaks in the fluency the business requires. You can add any number of languages.
  • Language profile for live translation: Select the agent language profileLanguage Profile – A setting that names the language of a customer or an agent and the AI providers used for it (speech-to-text, text-to-speech, translation).. Only profiles in the agent's spoken languages are listed, and the field is required once a spoken language is set. This designates what language services are going to be available for this agent using which providers, etc.

note

Attributes are automatically removed from the system if they are not assigned to any agent.

You may not edit the email address of an agent as it has been already associated with the agent's Graia CCaaS identity.

You may temporarily disable an agent or delete it altogether. Disabling an agent may take up to 24 hours, depending on the browser cache of the agent. Disabled accounts may not log in.

You may search for an agent you wish to edit by name, email address, or phone number. Additionally, you may filter the list to show only agents or only supervisors.

Performing operations on multiple agents

The Agents list offers a Selection Mode toggle that offers the selection of multiple records at once. This makes it possible to perform operations on multiple agents at once.

• Click the Selection Mode button at the top of the Graia CCaaS Portal > Agents menu.
• Select more than one agent on the visible portion ("page") of the list. When you navigate to a different page in the agent list, the selections you made get discarded.
• The right side panel becomes active, letting you perform a number of activities on all the selected agents at once.

Batch delete

• Click Delete while multiple agents are selected.
• Confirm your choice. Note that this action can not be stopped or revoked. If you delete an agent by mistake, simply re-create the agent. Please note that this may affect historical reportingHistorical Reporting – Analysis and presentation of past interaction and performance metrics over longer time periods. as the Graia CCaaS identifier of the agent will change.

Change multiple agents to users

• Click Change to Users at the top of the right panel.
• Confirm your intent. This action can not be stopped or revoked.

Disable multiple agents

• Select the Disable option from the more options (⋯) menu at the top of the right panel.
• Confirm your intent.

Set Business units for multiple agents

• The Business Units dropdown in the right panel lists all the business units the selected agents possess currently. When one or more business units are not set for all the agents, then you will see the phrase mixed others.

Set attributes for multiple agents

• The Attributes section in the right panel lists all the attributes the selected agents possess currently. Any action you make on these attributes will affect all the agents selected. You can perform the following actions:
  • Add new attributes with a particular skillSkill – A reference to Attributes that are associated to Agents to handle inbound Conversations. level.
  • Remove existing attributes.
  • Change the skill level of any attribute. In case the attribute was not assigned to all agents before, it will be now, with the new skill value. However agents that did not have the attribute before, will now have it in disabled state by default. The word mix shows you that not all agents have the same skill level (or even attribute) for the given entry.
  • Enable or disable individual attributes. Both of these actions will alter all the selected agents. The enabled cell tells you the distribution of this value among the selected agents:
    • when completely empty, then the given attribute is disabled for all the agents currently
    • when marked with a checkmark, then the given attribute is enabled for all the agents currently
    • when marked with a filled rectangle, then some of the selected agents have the attribute enabled, but not all.

Disable outbound capabilities per agent

You may disable the outbound capabilities & lookup for a given agent by unchecking the Allow adhoc outbound & lookup box in the Agent configuration tab. If this is unchecked, the agent will no longer see the lookup button in their agent application or the website visitors tab, they will no longer be able to browse customers, initiate outbound calls and emails, or reopen email threads from their task historyTask History – A list of an Agent's past Tasks in the Agent Application, 7 days by default, filterable by media, direction and media-specific details such as email subject or phone number., effectively turning the agent into an inbound only agent. The agent may still use campaigns and call customers from campaign recordsCampaign Record – An entry in a Campaign, designating a single Customer. Campaign records can have Campaign Custom Data fields that are presented to the Agent, but are not necessarily part of Customer Custom Data fields..

This operation can also be done in batch by enabling selection mode.

Power BI access

By default all users are forbidden to access the Graia CCaaS odata stream. You may grant access to particular users by enabling the Power Bi access for their profile. This change takes up to 10 minutes to be effective and may require a Power BI restart.

Users belonging to multiple tenants can decide which tenant they wish to get BI data from by disabling the Power BI access on all tenants except the single tenant they wish to retrieve BI data from.

Admin access

Tenant administrators have the option to promote a user to an admin by clicking the Admin access toggle. This toggle is only available for tenant administrators. You can find out if you are a tenant administrator by clicking your profile icon on the top right corner and see the title below your name. Administrator (Built-in) signals you are a tenant administrator and your Role-based access control is determined by this, not by the permission profile assigned to your user.

To promote another user to your level, turn on the Admin access toggle and click Save. You may demote the user to standard role-based access control at any time by turning off the Admin access toggle.

This grants the user full access to the administrative portal regardless of their assigned role or permissions. Tenant administrators are the only user-type that can create new roles, modify role permissions and assign different roles to users and agents.

Full access means they can create, edit or delete any resources on the portal from the following sections:

• Administration
• Agents
• Customers
• AI Administration
• Realtime reports
• Historical Reports
• Insights
• Chat
• Voice
• Email
• Integration

Agent announcements

Agent announcements allow team leads to configure pre-recorded announcements for agents to use during a call.

Greeting announcement

Greeting announcements are automatically played when the customer is connected to a call. For example, such announcements can be GDPR disclaimers, recording disclaimers and so on, ensuring full compliance with the business-decided message, instead of relying on the agent to read it word-by-word.

To configure a greeting announcement, find the agent profile you wish to configure a greeting announcement for, click the Announcement tab and under the greeting announcement, click Add Greeting.

• Provide a Name, as this will be displayed to the agent when the greeting is playing.
• Upload a compatible audio file containing the recorded greeting, ideally, in agent's voice.
• Select the agent workspaces that will use this greeting.

You may add multiple agent workspaces to a single greeting, but you may not create multiple greetings for the same agent workspaceAgent Workspace – Agent Workspaces control the Script that gets executed for the agents during conversations. It also designates additional properties, like Hold music, Completion Codes, Wrap-up timers, etc.. This allows team leads to configure dedicated greetings for each queue they have an agent workspace associated to.

Before accepting the call, the agent will be informed that the greeting you configured will be played to the customer after accepting the call. The agent can hear the playback as well as stop the greeting.

This feature is currently available only for inbound calls without Call translation and flow-controlled campaigns.

On demand announcements

On demand announcements for voice calls provide a similar experience to chat or email templates, allowing agents to use pre-configured messages instead of having to say them word-by-word themselves.

To configure an on-demand announcement, find the agent profile you wish to configure an announcement for, click the Announcement tab and under the On-demand announcement, click Add.

Provide a name, description, upload a file and assign it to agent workspaces.

The agent will be presented with an announcement button in their call control, where they see the name, description and the option to playback announcements.

They can stop the playback at any time.

This feature is available for all types of calls, except for translated calls, consults and conferences.