Add an Agent to 8x8 Contact Center

Objective

Applies To

• 8x8 Contact Center 
• Configuration Manager 
• Admin Console

Procedure

Start in Admin Console

1. Log in to Admin Console.
2. Click Users.
3. Click Create User.
4. Complete Basic Information.
5. Under Services and permissions select a service.
   • For X Series users, select the appropriate X series bundle that supports Contact Center services.  
6. Enter an extension number. A specific extension number can be chosen, or use the default extension that the system auto-populates.
7. Click Save.

Then go to Configuration Manager

1. Log in to Configuration Manager.
2. Click Agent.
3. Click Edit.
4. Under the General tab, enter the following details: 
   • Agent Group
   • Agent Primary Langauge
   • Current Country
5. Click Save.
6. Under the Phone tab, enter or change details in the following headers:
   • Workplace
   • Outbound Calling
   • Automatic Call Recording
   • Agent Recording Controls
7. Under the Queues tab, assign queues by checking Assigned and Enabled.
8. Click Save.
9. If the user is a supervisor, under the Supervisor tab, toggle This user is supervisor to on.
10. Under the Assigned column, Assign the proper queues.
11. Click Save.