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title: "Manage agents"
canonical: "https://help.telegra.de/space/TAK/9561593217148/Manage%20agents"
format: markdown
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To create agents or change their configuration, please click on "Configuration"-> "Agents".
You can select and edit an existing agent or create a new agent:
You can filter the selection to show all agents, only the active agents or only the blocked agents.
You can also export larger numbers of agents (max. 100). You can upload a CSV file (comma separated) in the following format:
- Name
- Telephone number (Format:0049022156798998)
- Password
- System
- Role
- Pause Active (format: y/n)
- Blocked (format: y/n)
- Automatic call acceptance (format: y/n)
> đ **Example: **Max Mustermann,0049022156798998,XXXXX,Hauptsystem,Agent,j,n,
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After selecting or clicking on "New", you will reach the configuration screen of the agent. The following setting options are now available:
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### Description of the most important settings of an agent configuration
| | |
| --- | --- |
| **Name** | The name of the agent. This is displayed to administrators, team leaders and other agents and should (but does not have to) be unique. |
| **Telephone number** | The agent's phone number in the format 022199696610 where he/she can be reached. The ACD delivers calls assigned to the agent to this number. |
| **Optional: WebRTC Softphone** | If instructed, you can alternatively assign a softphone integrated in the ACD to the agent. To do this, please click on the "Activate" button. You can then deactivate the softphone at any time (the licence is retained, but cannot be used by the agent) or delete it (the softphone is removed completely). |
| **Login** | A 6-digit login ID consisting only of digits. The login ID cannot be changed and represents the user name of the agent. |
| **Invitation type** | E-Mail Invite or Initial password. You can choose whether the new agent should receive an email with a link to set their own password or an initial password assigned by you. He can then also use this to set his own password after entering the initial password. |
| **E-Mail** | The email address of the agent |
| **System** | If your ACD is divided into several systems that can be managed independently of each other, you can assign the agent to a specific system here. |
| **Role** | In addition to the standard roles (ADMIN, AGENT, SUBADMIN), you can define your own roles and assign them rights. If you have created another agent role, you can assign it to the agent here. |
| **Pause active (WQ)** | You have the possibility to create certain breaks, which are marked as "Active break". If an agent has this right, he or she may access these break reasons.
Active breaks are usually break reasons for which you can estimate that an agent will not be absent from the workplace for too long. If an agent selects a break reason marked in this way, he or she will not receive a call, but will still be included in the calculation of the capacity of the queues he or she serves. |
| **Automatic call acceptance (Softphone)** | If a softphone is assigned to the agent, it can be set whether the agent always accepts calls automatically.
> âšī¸ This setting only applies in combination with hotlines where this function has been activated. |
| **Group Mapping** | Here you add the agent to the desired groups and also assign a priority to the agent within this group. The priority levels start at 1 (highest priority) and end at 5 (lowest priority). The free agents in a group with the highest priority receive incoming calls first. |
| **Hotline Mapping** | You can also assign agents directly to a hotline and thus make them available as a selectable destination at the agent node in the routing plan.
In this case, you can give the agent its own follow-up time. |
| **Mandator Mapping** | The assigned clients determine which client the agent has access to within the scope of his outbound activity.
In addition, you specify a priority according to the school grade principle (also 1-5). In case you have a dialer in use or work with scheduled outbound calls (e.g. callbacks for a team), the ACD controls the agents with the highest priority within the selected client.
During assignment, you also specify which phone number should be displayed to the destination for outbound calls (client-specific, individual). Select, for example, "Client-specific" to display the call number stored in the standard. Alternatively, you can select a call number assigned to you in advance by telegra. |
| **Lock** | You can lock agents. This means that the agent can no longer log in, but his or her data remains in the statistics. |
| **Delete** | Agents are permanently deleted.
> â ī¸ If you delete an agent, the associated data is also deleted from the statistics. If you start an ad hoc query for a past period, the data of the deleted agent will no longer be taken into account! |
| **Save** | Save settings. |
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