##### Agent Management Tasks > Changing Agent Properties

# Agent Properties Tab Settings

Use the Agent Properties tab to view and change the configuration properties of a selected Agent in either the All Agents view or an Agent Groups view.

The Media Status section is available only from the Agent Group view, not from the All Agents view.

The Agent Properties tab includes the following sections:

- General

- Agent Information

- Supervisor

- Monitoring

- Media Status

- Skills

- Login IDs

- Agent Groups

## Agent Properties Tab

Use the Agent Properties tab to modify the properties of selected Agents from either an Agent Group view or the All Agents view.

### General Section

- First Name—Enter the first name of the Agent.

- Last Name—Enter the last name of the Agent.

- Employee ID—Enter the Employee ID of the Agent.

- E-Mail—Enter an e-mail address for the Agent.

- User Name—Enter a user name for the Agent.

- Password—Enter a password for the Agent.

- Verify Password—Re-enter the password for the Agent.

- External User ID—Enter an external user ID (to identify the Agent in another system).

- Enabled—Select to make the Agent active.

### Agent Information Section

- Default Place—Select a default Place for the Agent.

- Capacity Rule—Select the Capacity Rule that is applied to the Agent.

### Supervisor Section

Only users with administrative privileges can change the properties in this section. For information about creating an initial user with administrative privileges, see the Genesys Desktop 7.6 Deployment Guide.

- Draft E-Mail Management—Specify whether the user can access the basic draft e-mail management features that are available in the Agent portion of the application. The possible values are:

- Enable.

- Disable.

- Extended Supervisor—Specify the level of control within the Supervisor Work Area. The possible values are:

- Disable—No access to the Supervisor Work Area.

- View—View objects.

- Configure—View, add, edit, and delete objects.

- Administer:

- View, add, edit, and delete objects.

- Change agents’ passwords.

- Change supervisor privilege levels.

- Modify Object Sets.

- Modify View Templates.

- Modify Statistics.

- Modify Threshold Templates.

- Set the Threshold Template for an object.

- Modify Action Templates.

- Set the Action Template for a user.

- Set E-Mail Notification List for object.

- Modify E-Mail Notification ListAction Templates.

- Modify Media Lists.

- Modify the Quick Dashboard.

- Set the Quick Dashboard for a user.

- Create interaction filters for other users.

- Create interaction macros for other users.

- Silent Monitoring—The possible values are:

- Enable.

- Disable.

- Advanced Interaction Mgt—Specify interaction management privileges. The possible values are:

- Disable—No access to interactions.

- View—View interactions.

- Manage—View, modify, move, and terminate interactions.

- Edit Only—View, move, and edit interactions. The supervisor cannot terminate interactions. The supervisor cannot execute macros that contain the terminate operation; the whole macro is rejected with an error message. The Terminate Interaction menu items are disabled in both list and detail sections.

- Action Template—Select the Action Template for the user. For further information, see Defining Action Templates.

- Quick Dashboard Template—Select the Quick Dashboard Template for the user. For further information, see Quick Dashboard Templates Overview and Quick Dashboard Tasks Overview.

### Monitoring Section

Only users with administrative privileges can change the properties in this section. For information about creating an initial user with administrative privileges, see the Genesys Desktop 7.6 Deployment Guide.

- Threshold Template—Select the Threshold Template for Agent-level statistics. For further information, see Defining Threshold Templates.

- E-Mail Notification List—Select the list of individuals that should receive an e-mail when the Agent generates a qualifying alarm (as defined by the Threshold Template that is assigned to the Agent). For further information, see Alarm Notification Via E-Mail Overview.

### Media Status Section

The Media Status table (available only from an Agents Group view) includes the following columns:

- Resource—Name of the media resource.

- Media Type—Type of media resource, for example, ACD Position.

- Status—Status of the media resource, for example, Not Ready.

### Skills Section

The Skills table includes the following columns:

- Skill—Name of the Skill.

- Level—Proficiency in the Skill.

Depending on the configuration of your environment, the Skills section might also contain the Reason column. The Reason column enables you to either choose a reason for the skill assignment, skill change, or skill removal from a drop-down list, or enter a reason into a text field. The reason property enables you to maintain an audit trail of skill assignment actions.

#### Assigning a New Skill

1. Click Assign.

2. In the Assign Skill window, select the appropriate Skill, enter an appropriate Level and click OK.

#### Editing an Existing Skill

1. Select the appropriate Skill.

2. Click Edit.

3. In the Edit Skill window, enter an appropriate Level and click OK.

#### Removing a Skill

1. Select the appropriate Skill.

2. Click Remove.

For information about managing Skills at the organization level, see Managing Skills Overview.

### Login IDs Section

The Login IDs table includes the following columns:

- Login ID—Login ID assigned to the Agent.

- In Use—Status of the Login ID.

- Switch—Switch that includes the Login ID.

- Wrap-Up Time—Target wrap-up time for the Agent.

#### Assigning a Login ID

1. Click Assign.

2. In the Assign Login ID window, select an appropriate Login ID, enter a Wrap-Up Time, and click OK.

#### Editing an Existing Login ID

1. Select the appropriate Login ID.

2. Click Edit.

3. In the Edit Login ID window, enter a Wrap-Up Time and click OK.

#### Removing a Login ID

1. Select the appropriate Login ID.

2. Click Remove.

For information about managing Login IDs at the organizational level, see Managing Login IDs Overview.

### Agent Groups Section

The Agent Groups section enables you to view and manage Agent Group assignments.

To manage Agent Group assignments:

1. Click Manage Membership.

2. In the Manage Agent Group Membership window, modify the Current Agent Groups list as necessary. For further information, see the Manage Agent Group Membership Window section that follows.

3. Click OK to save the changes and close the window, or click Cancel to close the window without saving any changes.

#### Manage Agent Group Membership Window

Use the Manage Agent Group Membership window to define the Agent Groups to which an Agent belongs.

All Agent Groups Section
Filter box | Use the Filter box, in conjunction with the Filter button, to filter the All Agent Groups table. For example, to display only the Agent Groups that start with the text Sales, enter Sales in the Filter box and then click Filter.
Filter button | Applies the filter. For further information, see the description of the Filter box above.
Slice controls | Enables you to navigate between the slices. If the All Agent Groups table contains more than 100 entries, it is broken into slices, each containing no more than 100 entries. First Slice button (|<<)—Click to display the first slice in the complete list. Previous Slice button (<<)—Click to display the previous slice in the complete list. Position indicator—Displays the index of the first and last entry in the slice and the size of the complete list. Next Slice button (>>)—Click to display the next slice in the complete list. Last Slice button (>>|)—Click to display the last slice in the complete list.
All Agent Groups table | Displays all Agent Groups.
Select All button | Selects all the Agent Groups in the current slice.
Deselect All button | De-selects all the Agent Groups in the current slice.
Center Section
Add arrow button | Adds one or more Agent Groups to the Current Agent Groups table.
Remove arrow button | Removes one or more Agent Groups from the Selected Agent Groups table.
Current Agent Groups Section
Current Agent Groups table | Displays the Agent Groups to which the Agent is currently assigned.
Select All button | Selects all the entries in the Current Agent Groups table.
Deselect All button | Deselects all the entries in the Current Agent Groups table.
Remove button | Removes one or more entries from the Current Agent Groups table.
Window Buttons
OK | Saves any changes and closes the window.
Cancel | Closes the window without saving any changes.

For an overview of the user interface controls, see Major Areas and Controls.