Organisation Administration Functionality
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Managing Agents
Overview
Omni Intelligence (OI) allows the viewing of realtime and historical information of Contact Centre agents. It automatically syncs agent lists or queue lists added to your Contact Centre. However, the both of these lists are only synced every 24 hours. If needed, an immediate re-sync can be performed to update the agent list. Only Org Admins have access to this function.
Instructions
New Agents
When new agents are added:
Log-on to the Omni Intelligence website using an Admin account.
Navigate to Services -> Agents Services.
- Select “Restart & Resync” next to the connector agent you wish to re-sync.
Please note that the connector agent is a special OI service that is responsible for talking to your Contact Centre (such as PureCloud) and it is not related to your Contact Centre agents. If you wish for OI to re-sync your queue and agent lists on-demand, you will need to find the connector agent whose name corresponds to your Contact Centre. For example: "ININ PureCloud Agent".
NOTE: This process will restart OI’s connection to the Contact Centre. Metrics may not be available for up to 30 minutes whist new data is collected.
Once data is flowing again. Then the agents will be available for selection in the wallboards (Supervisor Panels).
For information on enabling new queues and fields, Click here.
Tips
As the process does stop updates to the wallboard displays, it is best done after hours, or in a non-business impacting time.