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Assigning Agent IDs
The first step in administering agents is creating a “master list” of agents on
the Agent Directory screen. Later on, you assign these agents to splits (teams
of agents) that answer calls that come in on lines assigned to line groups.
Each CMS agent needs a unique ID of up to 5 characters. You use this ID
when you add, move, or remove an agent. Agents are also identified by ID
in exception messages.
You can assign up to 60 agent IDs. (Up to 28 agents
can be active in a single shift configuration).
Pressing
[ F2 ] (labeled “Agent Directry”) from the Administration Menu screen
selects the Agent Directory screen, shown below. It lists all CMS agents
alphabetical] y by last name.
Use this screen to add agents, remove agents, or
edit agent information.
AGENT DIRECTORY
F
Add
F Remove
F Change
F Config F Admin
1 Agent
2 Agent
3 Agt Info 7 Splits 8 Menu
USING THE AGENT
DIRECTORY SCREEN
Bon Voyage Travel
ADMIN CMSI IR2 l0:54a 06/13
Last Name
Anders
Bakerson
Chanleys
Chapman
Claren
Clover
Easttree
Fielding
Fielding
Hall
Honelly
Kiley
Kloner
Mailer
First
Harry
Tom
Diane
Charlie
Clifford
Ward
Clive
Sally
William
Benny
BillyJoe
Gene
Maxwell
Sam
ID
HARRY
TOM
DI
CHUCK
CLIFF
WARD
CLINT
SALLY
BILL
BENNY
BJ
GENE
MAX
SAM
Last Name
Middon
0’Rourke
Pantilly
Patrick
Peters
Piers
Price
Reynolds
Rice
Rice
Turner
Turton
Turton
Weiss
First
Beth
Walter
Ernie
Bob
Norman
Benjamin
Sherman
Nancy
Ronald
Diana
Carla
Ike
Tina
Debra
ID
BETH
WALT
ERNIE
BOB
NORM
BEN
SHERM
NANCY
RON
DIANA
CARLA
IKE
TINA
DEB
F10 - Help
To
●
●
●
use the Agent Directory screen:
Press the function key for the activity you want to perform.
Perform the activity using the instructions on the following pages.
Press
[ F8 ] (labeled “Admin Menu”) to return to the Administration Menu
when you are finished.
[ F1 ] Add Agent. Use this function key to add new agents to the Agent
Directory. This activity does not add agents to an active configuration; it
merely identifies them in the Agent Directory.
HINT: If any agent is regularly assigned to more than one split, give
that agent a different ID for each split. Then use the appropriate ID
when you add the agent to a configuration. The different IDs permit
separate tracking of the agent’s statistics in each split. For example,
Tom works in split 1 sometimes and in split 4 other times. Tom’s
supervisor added him to the directory once with the ID TOM1 and
again as T0M4.
Assigning Agent IDs
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