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The Agents tab maintains the list of usernames for CyDesk. A new agent profile can be added by clicking on the ‘Add’ button, and an existing one can be deleted by clicking on the ‘red bin’ icon.
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By default the list is sorted by agent names in alphabetical order. You can change the sort method of this list by double-clicking on the column names.
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Name – The CyDesk username.
Integration – The CRM / database application that CyDesk will integrate with for this user.
Profile – The integration profile, according to the Integration mode selected.
Auto Break – CyDesk will be placed on this break when the screensaver becomes active.
User Level – Controls the security and feature accessibility for each CyDesk agents.
Standard User – for agents. No access to configuration or monitoring with CyDesk Manager. Unable to manage conference rooms, silent monitor, Send Notes or change other users’ status.
Supervisor – for team leaders. Able to Send Notes or change other user’s status. Full access to CyDesk Manager monitoring features, but access to the configuration area is not allowed.
Administrator – full access.
CyRecord Profile – agent recording profiles. The profile is configured in the CyRecord tab.
Calendar Profile – provides presence information by integrating a calendar application to CyDesk. The profile is configured in the Calendar tab
Hotkey Profile – the keyboard shortcut profile enabled / disabled for the agent. The profile is configured in the Hotkeys tab.
Mobile – Can be used to store the mobile phone number of the agent.
Home – Can be used to store the home phone number of the agent.
Other1 – An alternative phone number the agent may be contacted on.
Other2 – A second alternative phone number the agent may be contacted on.
IM Type – The Instant Messaging application to integrate with. Currently supported options are Windows Messenger or Office Communicator.
IM Signin - The email address entered here is used to identify the agent into the IM application.
Enable ‘Copy to Dial’ – When phone number is highlighted with the mouse then copied a screen will be displayed asking if you wish to dial that number.
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Confirm Before Dialling – Prompts for confirmation before dialling.
Leave Number in Clipboard – Leaves the number in the clipboard so it can be copied as a speed dial for future use.
Disable Manual Numbers – Disables the manual dialling of numbers using the ‘Dial Another Number’ option within CyDesk.
Allow SMS Sending – If this checkbox is enabled, the user will be allowed to send SMS via the CySMS module. This requires a subscription to the CySMS service.
Show Queued Calls – Allows the user to see calls waiting in their queues. This is useful for monitoring the queues, particularly for supervisors to be able to route those calls to other places.
Skill Set – This option allows skill sets and skill levels to be added to the agent, with level 1 (beginner) to 5 (expert).
Queues – This list the queues the agent is assigned to.
Individual Wrap-up Time – custom wrap-up timer for each agent. Wrap-up is activated at the end of each call and overrides any wrap-up configuration in queues or completion codes.
Allow login/out of specific queues – when this option is enabled, agents can choose to add / remove themselves from queues that they are assigned to.
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Maximum Chats – This option allows the number of maximum chats to be set.
Allow send/receive notes for anyone – This options allows the agent to send and receive notes from anyone.
Only see ‘my team’ - This option disables editing the team in the CyDesk Client and only agents part of the team are in CyDesk Client.
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