Provision agents

You will need an active or trial licenses to be able to provision agents. Please request your trial license here or contact a sales

Agents are Microsoft Teams users from your tenant that you declare as such by assigning a license.

Heedify platform will monitor in realtime agents presence status to be able to efficiently distribute customer calls.

  1. Connect to https://admin.heedify.io
  2. Open Agents from the main menu
  3. Click +Add to add a new Agent
  4. In the agent creation form, ensure you select the appropriate values for all required options.
  5. Click the save icon

Agent Configuration options

Field Description
Agent name The agent’s display name, as defined in the enterprise directory. Enter at least three letters to see results.
Entity Select an already created entity;
User pincipal callflow The callflow used to display call history on the agent console.
Licence level License type : CX Essentials, CX Attendant and CX Elevate

Agent queues options

After adding the agent to multiple queues, customize the call assignment order for each queue according to your preferences.