Agents-Queues Mapping

Agents are supposed to be the contact centre users who are eligible to answer customer requests. They use the Unified Agent App to answer customer requests. 

Agents can be synchronised with the client's Active Directory and/or can be created and managed within Keycloak manually. Business admins can view all users of a certain Keycloak Role or a set of roles in the Routing-Engine → Agent menu within the Unified Admin App. They can then assign these users some Routing Attributes for the system to route customer requests to them. Routing attributes are skills that can be assigned to an agent. PUSH mode requests are automatically routed to available Agents with the "right" skills by the Routing-Engine.

Once the user has assigned some Routing Attributes to an agent in the Unified Admin App, the agent can login with its credentials, created via the client's Active directory or Keycloak, in the Unified Agent App. Unified Agent App is the agent's dashboard in which an agent receives and handles the customers' requests as well as other related operations. One of the major operations is to control its state. Agent state is divided into two parts. One is the global state which tells if the agent is Available or not. The other is Media-Routing-Domain (MRD) specific state which tells if an agent is available or busy on a specific MRD. A customer request, on a channel for which an MRD, let's say chat-MRD, is configured, will be routed only to Agents which are available on the chat-MRD. These Agent states are described below.

Note: This Agent states only matters for PUSH mode routing. An agent can cater to PULL mode requests in any state given that it is logged in and has subscribed to the correct List