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