Enable Thin Agent or Power Agent

Required security profile permissions: Security Profile Edit

To enable the Thin Agent or Power Agent application and all its functionality, you have to enable several permissions in a security profile and assign that security profile to users you want to access Agent. You can choose which features to enable and which to disable for your contact center scripters.

1. Click Admin → Users → Security Profiles.

2. Use the search and filter features at the top of the table or the page links on the bottom to locate the security profile you want to modify. Click the security profile to open it. If you want to create a new security profile, click Create New.

3. Fill out the Name & Information and Password Policy modals to meet your needs.

4. In the Permissions tab, click Edit if you are editing an existing profile. In the Contact Handling section, locate the Agent sub-section. In the Agent Phone or Agent Station permissions, or both, select View. This enables users to log in to Agent with a phone number or station ID. Once users are logged in, they can access basic communication features as long as they have the right skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge.

   Enable any other features in the Agent section you want users with this security profile to use.

5. (OPTIONAL) If you want agents to be able to use quick replies in chat or email messages, enable them.

   In the Global section of the Permissions tab, locate the Communications sub-section. In the Quick Replies section, select Use. This enables agents to use existing quick replies in the Agent application.

6. Scroll up to the top of the page. If you are editing an existing profile, click Done. If you are creating a new profile, click Next and complete the rest of the wizard.

7. Assign the security profile to the users you want to use Agent.