Static Agents

Static Agents are always in the Queue and do not need to log in or out. This is optimal if you have set business hours and do not need agents to be there to answer incoming calls.

You can set your Static Agents under Features > Queues. Select the queue and navagate to Static Queue Members:

Dynamic Agents

Dynamic Agents can be a useful way to manage a number of contact center-style workflows. They offer several advantages over static agents in a number of contact center workflows. If the following situations apply, you may be a good candidate for using Dynamic Agents:

  • Agents predominantly answer inbound calls.
  • Agents move between workstations, often using different phones or computers.
  • Agent productivity - tracking login, logout, and time and reason for pauses are important.
  • Reporting and performance analytics for the Agent and Agent skill are necessary.

To Create A Dynamic Agent:

Log into and go to Features > Queue Agents. You must be an Admin to add Dynamic Agents.

Select "Create New".

Enter in the Agent Information:

Agent Information:

1. Agent ID - Agent IDs are used to identify agents. This should be a unique number that is not the same as any extension or other agent ID and should follow your dial plan. We recommend using at least 2 digits for your Agent ID. 

2. First Name - First Name associated with Log in.

3. Last Name - Last Name associated with Log in.

4. Password - A password for the agent to use to log in and out of the Queue on their device. We Recommend formatting this as you would a Voicemail pin, with 4 digits.

5. Associated User - This is the User log in you'd like to be associated with the user. If you have not created a user login for the agent, please follow the documentation here. 

Agent Skills

Here is where you select which Queues the Dynamic Agents are in, and the skills level they have in each queue.

1.  Select Add Skill and a drop down of the available queues will appear. Select the queue(s) you'd like the agent to be able to log into. 

2. Once the queue is added, you may select the Level the agent is in the Queue. Level 1 puts the agent(s) to receive incoming calls first. Level 2 would mean the agents would receive those calls if no Level 1 agents were available. So on and so forth.

If you combine Static and Dynamic Agents, the Static agents will always ring first, and then roll over to the dynamic agents in the queue. 

Remember to Add Agent to save your edits, and you are good to go!

If you need assistance, please contact FluentStream Support at 303-GO-CLOUD, or 303-462-5683 (opt 2).