Agents

Here, you can select the individuals eligible to be assigned as agents and added to a queue.

Click '+ Add Agents' to open the pop-up window for adding new agents to the solution. The 'Users' tab displays all users within the organization, including existing agents. For organizations with Security Groups defined in their tenant, the 'By Security Group' tab is recommended, particularly for larger organizations, as it displays the members of the selected group. Note that the first time you search for groups, a pop-up may appear requesting access permissions.

It is possible to assign an Agent Profile to non-agent users, converting them into ROGER agents. This can also be done later via the Agent Profiles admin page.

Once agents have been added to the solution, they will appear in the list. Use the 'Edit' button next to the corresponding Agent record to configure Agent Settings and Skills:

Membership

• Blue count badge which upon pressing displays list of the Queues that the specific agent is assigned to.

Profile

• Assigned Agent Profile to the specific Agent, an empty field indicates that no Agent Profile has been assigned.
• Agent status after no answer
  • Enable this setting if you want to change the state of the agent to “Not Ready” if the incoming phone call returns to the queue according Queue’s Ring Timeout setting.
    • When the setting is set to “Not Ready”, you can configure the Auto Recovery option. This allows you to set a number of seconds (30 seconds minimum) that must elapse before the agent’s status automatically changes from “Not Ready” to “Ready”. This option ensures that even if an agent misses a call and forgets to manually update their status, the call will still be properly handled.

Agent status after Decline

• Enable this setting if you want the agent’s state to automatically change to either “Ready” or “Not Ready” when the agent rejects an incoming phone call from a queue.
• Note: This option does not apply when an agent has cherrypicked an incoming call from a queue.
  • When the setting is set to “Not Ready”, you can configure the Auto Recovery option. This allows you to set a number of seconds (30 seconds minimum) that must elapse before the agent’s status automatically changes from “Not Ready” to “Ready”. This option ensures that even if an agent misses a call and forgets to manually update their status, the call will still be properly handled.

Use Teams presence

• When you enable this setting, the agents’ status will change to ‘Busy’ when the Teams status is ‘In a Call’ or ‘Presenting’. Also when the Teams presence changes to ‘Offline’ the status of the agent changes to ‘Off-Work’. Mind that you also have to (one time) authorize the Presence App and enable the setting on the General page.
• Note: Each time when the agent signs out from Teams Client, don’t forget to manually change “Off work” status to Ready else in CC after logging in.
• Note: Enable Teams Presence only for active agents handling calls, not for all users in Entra ID. Presence changes from inactive users are also stored, which can impact performance. Use this feature selectively to avoid unnecessary load.

Mappings (Beta)

• Mappings feature as part of the Teams Presence integration allows to map specific Microsoft Teams status of the user (such as Do not Disturb) to one of available from the list ROGER365 agent status. This feature is particularly useful to for instance map Busy status (which can come from Microsoft Outlook calendar event) to ‘Not Ready’ in Contact Center application of ROGER365.io.
• Note: The Mappings (Beta) feature is ignored when the agent has an active wrap-up item.

Cherrypicking

• Enabling this setting allows the agent to pick a specific call from the queue

Disable extend wrap up time

• Prevents the agent to request more then the default wrap up time.

Attendant

• Activate Attendant Console interface for this agent. More details can be found at Create App Registration for Attendant Console page.

Supervisor Assist

• Activate Supervisor Assistant feature for this agent.

Agent Assist Tab Profile

• Shows Agent Assist Profile name when assigned. This activates the Agent Assist feature for this agent. More details can be found at Agent Assist page.

AI Flow

• Shows AI Flow name when assigned. This activates the AI Flow feature for this agent. More details can be found at AI Flow page.

Graph Query Filter

• Shows confgured custom people picker query filter for specific agent. It is possible enable Advanced search feature by marking checkboxes “DisplayName”, “Department” and so on.
• More details can be found at Agent Profiles page.

Skills

• Here you can assign the created skills to the agent with their experience level. The level can range between 0 and 100, where 0 means no skill and 100 expert.

Languages

• Assign one or more languages to an agent to make them eligible for Language Aware Routing. Use the + Add Language button to select a language and set a fluency score from 0 to 100. Agents without any language configured will not be invited when a Queue has Language Aware Routing enabled.

Since ROGER365.io platform cannot guarantee that the Microsoft’s Presence API will always work, the Agent page includes an option to reset failed Teams Presence integrations for affected agents.

You can use the “Reset Failed Teams Presence” button to reset the Teams Presence integration for all affected agents at once.

To reset the integration for a single agent, open the agent’s settings, enable the “Reset Presence” checkbox, and then save the agent’s configuration. This action will reset the Teams Presence integration for that specific agent.

Big organizations should benefit from configured earlier User Synchronization (Beta) feature allowing to add agents to the platform with pre-selected Agent Profile based on selected Entra ID Security Group – more details can be found at this documentation page.

Press “+ Sync Agents” to open pop-up allowing to select Security Group(s) for synchronization.

• Turn on the “Enabled” switch
• Select Entra ID Security Group(s) which will be used for synchronization with ROGER365.io platform
  • Note: Selected Security Group must be part of Enterprise Application “ROGER365.io” with correct role assigned!
• Select created earlier Agent Profile to add agents with predefined settings,
• Press “Save” button to save Sync Agents form,
  • Click [+ Sync Agents] button again,
  • Click on “Sync Now” button to start synchronization of the users into ROGER365.io platform.

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