NextOS Call Center: Modifying Agents and Supervisors

Modifying Agents

Add Agents

To add an agent to a call center, the agent needs to have a call center license.  The type of license assigned to the agent will determine the type of call center the agent can be assigned to.  For more details about the call center features, click here.
 

1. Log in to your administrator portal.
   
   
2. Navigate to your call center. 
   
   
   1. See Accessing Your Nextiva Call Center for help.
       
3. Click the call center you want to modify.
    
4. Select Agents under Basic.
   
   
   
    
5. Click Search to view all available agents for this call center. You can use Search Criteria to find specific agents.
   
   
   
   
    
6. Click on agents(s) to add to the call center, and then Add. Add All will add all agents in the search result.
   
   
   
    
7. Click Apply to save.
   
   NOTE: If the call center is configured to allow agents to join/leave, the agent will need to join the call center through the NextivaONE desktop client or mobile application or through the Unity application.
    
8. Next, assign the agents to a supervisor.
    

Removing Agents

1. Navigate to your call center.
   
   
   1. See Accessing Your Nextiva Call Center for help.
      
      
2. Click the call center to modify.
    
3. From the call center select Agents under Basic.
   
   
    
4. Click on agent(s) to remove from the call center, and then Remove. Remove All will clear the call center. 
   
   
    
5. Click Apply to save.
    

Modifying Supervisors

Adding a Supervisor

1. Navigate to your call center.  
   
   
   1. See Accessing Your Nextiva Call Center for help.
       
2. Click the call center you want to modify.
    
3. Select Supervisors from Basic.
   
   
   
    
4. To add a supervisor, leave Search Criteria blank and click Search.
   
   
    
5. Click on supervisor(s) to add to the call center, and then Add.  Add All will add all supervisors in the search result.
   
   
    
6. Click Apply to save.
   
   
    

Assign Agents to a Supervisor

1. Navigate to the call center.
   
   
   1. See Accessing Your Nextiva Call Center for help.
       
2. Click the call center to modify.
    
3. Select Supervisors from Basic.
   
   
   
    
4. Click Assign Agents.
   
   
    
5. If more than one supervisor is assigned to the call center, select the supervisor to modify from the drop-down menu.
   
   
    
6. Click Search to view agents assigned to the call center.
   
   
    
7. Click on agent(s) to add from the supervisor, and then Add. Add All will assign all agents to the supervisor. 
   
   
    
8. Click Apply to save.
   
   
    

Removing a Supervisor

1. Navigate to the call center.
   
   
   1. See Accessing Your Nextiva Call Center for help.
       
2. Click the call center to modify.
    
3. Select Supervisors from Basic.
   
   
   
    
4. Click on supervisor(s) to remove from your call center, and Remove.  Remove All will clear all supervisors from the call center.
   
   
    
5. Click Apply.