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Setting Up New Agents

Adding new agents to your SendSquared voice platform allows you to expand your team and distribute incoming calls effectively. This guide will walk you through the process of setting up new agents and configuring their access to queues and voicemail.

Understanding Agent Configuration​

Agents are team members who can receive and handle calls within the SendSquared platform. Proper agent setup ensures:

  • Calls are routed to the right people
  • Agents have appropriate access to voicemail boxes
  • Your team can efficiently manage incoming communications

Accessing Agent Settings​

To begin setting up new agents:

  1. Click on the user icon in the upper right corner of the screen
  2. Select Global Settings from the dropdown menu
  3. Click on Queue Settings in the settings menu

Creating a New Agent Queue​

Once you're in the Queue Settings section:

  1. Click on the Add New Queue button in the upper right corner
  2. Start by naming the queue (typically with the agent's name or role)

Configuring Voicemail Association​

For each agent, you'll need to configure their voicemail settings:

  1. Select the queue from the dropdown you want the voicemail to be associated with
    • This can be associated with standard queues or agent direct queues
  2. If you want the voicemail to be accessible only to specific agents, select each one individually
    • Note: If no agents are selected, all agents will have access to that specific voicemail box
important

Queues must be created prior to setting up the voicemail boxes for your agents.

Completing Agent Setup​

After configuring the agent settings:

  1. Review all settings to ensure they're correct
  2. Click the Save Mailbox button to create the agent's voicemail inbox

Agent Permission Levels​

When setting up new agents, consider what permissions they should have:

Basic Agent Permissions​

  • Answer incoming calls
  • Access their own voicemail
  • Make outbound calls

Advanced Agent Permissions​

  • Transfer calls to other agents
  • Access team voicemail boxes
  • View call analytics
  • Record calls

Call Distribution Methods​

SendSquared offers several ways to distribute calls among your agents:

Round Robin​

  • Distributes calls sequentially among available agents
  • Ensures even workload distribution

Simultaneous Ring​

  • Rings all available agents at once
  • First agent to answer takes the call

Skills-Based Routing​

  • Routes calls based on agent expertise
  • Matches callers with the most qualified agent

Agent Status Management​

Teach your new agents how to manage their status:

  1. Available: Ready to receive calls
  2. On Break: Temporarily unavailable
  3. Do Not Disturb: Blocks incoming calls
  4. After Hours: Outside of working hours

Best Practices for Agent Setup​

  • Create standardized naming conventions: Makes it easier to manage as your team grows
  • Train agents thoroughly: Ensure they understand how to use the system
  • Start with limited permissions: Add more as agents become comfortable with the system
  • Regular review: Periodically review agent settings and adjust as needed

Troubleshooting​

If agents aren't receiving calls as expected:

  • Verify that they are properly configured in the queue settings
  • Check that their status is set to "Available"
  • Ensure they have the correct permissions enabled
  • Test routing by placing test calls to the system