AGENTS

The Agents section of the template contains a list of all users assigned to that template, each agent will have some unique settings mostly related to look and feel and telephone extension etc. Most agent settings will come from the template.

The settings to note are:

User Name: This is the agent’s username, e.g. msmith. It is used for logging into CT Client.

Extension: The phone extension assigned to the user. Note depending on the template this setting may be controlled by hot seating and or extension prompting

Additional settings are described under section: Supervisor tasks/Adding User