User`s guide

Creating an Agent Directory
The Agent Directory screen contains a "master list" of CMS agents. It lists all
CMS agents alphabetically by last name.
Each CMS agent needs a unique ID of up to 5 characters. You use this ID
when you add, remove, or move an agent. Agents are also identified by ID
in exception messages.
You can assign up to 60 agent IDs. However, only 28
agents can be assigned to a single shift configuration.
Pressing [F3] (labeled “Agent Directry”) from the Administration Menu screen
selects the Agent Directory screen, shown below. Use this screen to add
agents, remove agents, or edit agent information.
AGENT DIRECTORY ADMIN CMS1.0 2:31p 04/18
AGENT DIRECTORY
Last Name First ID
Last Name First ID
Abell
Beckman
Brown
Chu
Dumbra
Fang
Fenton
Garcia
Gerkensmier
Johnson
Kesslering
Leonard
Lindquist
Lindquist
Mack
Mary-Ann
Jim
Allan
David
Marie
John
Scott
Jose
Otto
Andrew
Ana
Michael
Hal
Hal
Joel
MARYA
JIM
ALLAN
DAVE
MARIE
JOHN
SCOTT
JOSE
OTTO
ANDY
ANA
MIKE
HAL1
HAL2
JOEL
Manetta
Masson
Ong
Oplach
Reicheg
Rowlinson
Seiler
Siegl
Smith
Son
Stickler
Vaiter
Walsh
Woll
Yang
Jane
William
Ien
Joseph
Louis
Don
Linda
Lawrence
Bernard
Sarah
Craig
Barbara
Jennifer
Harvey
CJ
JANE
BILL
IEN
JOE
LOU
DON
LINDA
LARRY
BERNE
SARAH
CRAIG
BARB
JENNY
HARV
CJ
F1O - Help
F Add F Remove F Change
F Next F Config F Admin
1 Agent 2 Agent
3 Agt Name 5 Page 7 Splits 8 Menu
USING THE AGENT To use the Agent Directory screen, press the function key for the activity you
DIRECTORY SCREEN want to perform:
[F1] Add Agent
Use this function key to add new agents to the Agent Directory. This activity
does not add agents to an active configuration; it merely identifies them in
the Agent Directory.
HINT: If any agent is regularly assigned to more than one split, create more
than one entry for the agent in the Agent Directory. Enter the agent with a
different ID for each split. Then use the appropriate ID when you add the
agent to a split. The different IDs permit separate tracking of the
agent’s statistics in each split. For example, Hal works in split 1 sometimes
and in split 2 other times. Hal’s supervisor added him to the directory once
with the ID HAL1 and again as HAL2.
4-26 Creating an Agent Directory