The Agents menu

This article describes the Agents menu. Find this menu in the Buzzeasy Portal > General > Agents.

Here is where you may provision, edit and delete agents and supervisors as well as manage their configuration.

Provision an agent

Provisioning an agent or supervisor is done through the Agents menu. Follow these steps to provision an agent:

• Navigate to the Buzzeasy Portal > General > Agents.
• Click the Create button. A new blade will appear.
• If required, search your corporate directory for the email address of your employee, then click on the results to automatically fill the agent profile. Alternatively, skip the corporate directory search and jump to the next tab to enter basic details manually.
• Basic details obtained from your Azure Active Directory will be automatically filled in.
• Set the type of user. It can be Agent or Supervisor. The Supervisor option will allow the user to monitor, whisper and barge in using the Portal Reports.
• You may modify the name, email address, phone number, display name, and job title.
• Add the agent to an existing team or create a new team, then click Save.
• An invitation is sent to the email address provided.
• The user now clicks the invitation link in the email and confirms their email address. Once this is done successfully, the user is then redirected automatically to https://agent.buzzeasy.com and can now log in.

Bulk import agents

Buzzeasy supports agent provisioning in bulk as well to reduce the time spent on provisioning agents.

To use this feature, follow these steps:

• Navigate to the Buzzeasy Portal > General > Agents.
• Click the Bulk Import button. A modal is displayed.
• Download the CSV template. We recommend you open it with a text editor such as Notepad++ as Excel may add invalid characters to the CSV.
• Fill in the required details in the CSV.
• Click the Select File to import and select the edited CSV.
• Assign the agents to teams (optional, you can do this later)
• Click the upload agents button.
• The file is now being validated. If it is invalid, an error message prompting you to adjust it will be shown, otherwise, an invitation email will be sent to all agents in the list.

Note

You may only upload 100 agents at a time. Only Microsoft accounts are supported. All fields are mandatory and will be validated upon upload.

Bulk Import Agent Template format: Name,DisplayName,JobTitle,EmailAddress,PhoneNumber,AgentOrSupervisor

We suggest opening the CSV template with a text editor such as Notepad or Notepad++.

Edit an agent

Various edit options are supported, you may edit the following:

• User Details
  • Agent Name
  • Email Address (not editable)
  • Phone Number
  • Portal role (if any)
  • Custom Id: Allows adding a custom ID to a Buzzeasy Agent. Useful for pairing Buzzeasy Agents with internal IDs, this will be populated in reporting as well.
  • Power BI access: When enabled, the user will have access to the OData Feed. An agent or user being a member of multiple tenants can access only one tenant's data at a time, we recommend using this toggle to swap between tenants.
  • Scripting access: Sets the level of scripting access for a particular user.
  • Change to user: Clicking this will remove the agent configuration for the particular user and downgrade it to a regular portal user.
• Agent Configuration
  • Type: Promote an agent to a supervisor or demote a supervisor to an agent.
  • Display Name: This will be used for the email signature as well as chat connect messages.
  • Job Title: This will be used for the email signature.
  • Business Unit: Assign one or more business units to an agent to filter the channels, customers, agent workspaces the agent sees in the context of a conversation. Enable / disable these individually for the agent.
  • Override work item thresholds: Turn this on if you wish to override the threshold specified on a tenant level for a particular agent.
  • Attributes: You may create new attributes, search and select from a list, modify their level, enable/disable them, or remove them from an agent.
  • Spoken languages: Designate what languages the agent speaks in the fluency the business requires. You can add any number of languages.
  • Language profile: Select Language Profiles for the spoken languages. This designates what language services are going to be available for this agent using which providers, etc.

Note

Attributes are automatically removed from the system if they are not assigned to any agent.

You may not edit the email address of an agent as it has been already associated with the agent's Buzzeasy identity.

You may temporarily disable an agent or delete it altogether. Disabling an agent may take up to 24 hours, depending on the browser cache of the agent. Disabled accounts may not log in.

You may search for an agent you wish to edit by name, email address, or phone number. Additionally, you may filter the list to show only agents or only supervisors.

Performing operations on multiple agents

The Agents list offers a Selection Mode toggle that offers the selection of multiple records at once. This makes it possible to perform operations on multiple agents at once.

• Click the Selection Mode button at the top of the Buzzeasy Portal > Agents menu.
• Select more than one agent on the visible portion ("page") of the list. When you navigate to a different page in the agent list, the selections you made gets discarded.
• The right side panel becomes active, offering you to perform a number of activities on all the selected agents at once.

Batch delete

• Click Delete while multiple agents are selected.
• Confirm your choice. Note that this action can not be stopped or revoked. If you delete an agent by mistake, simply re-create the agent. Please note that this may affect historical reporting as the Buzzeasy identifier of the agent will change.

Change multiple agents to users

• Click Change to Users at the top of the right panel.
• Confirm your intent. This action can not be stopped or revoked.

Disable multiple agents

• Select the Disable option from the dotdot menu at the top of the right panel.
• Confirm your intent.

Set Business units for multiple agents

• The Business Units dropdown in the right panel lists all the business units the selected agents possess currently. When one or more business units are not set for all the agents, then you will see the phrase mixed others.

Set attributes for multiple agents

• The Attributes section in the right panel lists all the attributes the selected agents possess currently. Any action you make on these attributes will affect all the agents selected. You can perform the following actions:
  • Add new attributes with a particular skill level.
  • Remove existing attributes.
  • Change the skill level of any attribute. In case the attribute was not assigned to all agents before, it will be now, with the new skill value. However agents that did not have the attribute before, will now have it in disabled state by default. The word mix shows you that not all agents have the same skill level (or even attribute) for the given entry.
  • Enable or disable individual attributes. Both of these actions will alter all the selected agents. The enabled cell tells you the distribution of this value among the selected agents:
    • when completely empty, then the given attribute is disabled for all the agents currently
    • when marked with a checkmark, then the given attribute is enabled for all the agents currently
    • when marked with a filled rectangle, then some of the selected agents have the attribute enabled, but not all.

Power BI access

By default all users are forbidden to access the Buzzeasy odata stream. You may grant access to particular users by enabling the Power Bi access for their profile. This change takes up to 10 minutes to be effective and may require a Power BI restart.

Users belonging to multiple tenants can decide which tenant they wish to get BI data from by disabling the Power BI access on all tenants except the single tenant they wish to retrieve BI data from.