Agents Guide

Usage guide for agents


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On the agent guide, agents will find all the information needed for performing their routine tasks on the Contact Center interface.

Agents Prerrequisites

  • Create the user on the UC Platform, assigning the “Account user” role
  • New agents need to login into the UC Platform, then navigate to Bot Builder and choose the bot under which they will work, to become visible on the “All users list” (Unifonic Cloud portal > Bot builder > [Bot name]
  • To handle incoming interactions, agents must be members of a "valid team"