Before your agents can sign into a campaign, they will need to be part of an Agent Group. Within the Agent Groups, you will assign which campaigns they have access to, amongst other settings.
When in Contact Center, please navigate to Agents > Agents Group
Once in the Agent Groups section, please click on "Add Agent Group"
Fill out the "Group," "Description" and click on "Save"
Once saved, under "Actions" click on the modify button to access settings
Input the necessary information below in the screenshot
Allowed campaigns- Click here for a selectable list of Campaigns to which members of this user group can log in to. The ALL-CAMPAIGNS option allows the users in this group to see and log in to any campaign on the system.
Agent status viewable groups- Click here for a selectable list of User Groups and user functions to which members of this user group can view the status of as well as transfer calls to inside of the agent screen. The ALL-GROUPS option allows the users in this group to see and transfer calls to any user on the system. Agents logged in can click "Agent Status" in the hamburger menu to view this listing.
In this section, you can also select different transfer and login options for the group. Once complete, you will need to assign the agent(s) to the group.
Adding an Agent to a User Group
Go to Agents > Agents > click modify button on said agent
From here scroll down to User Group and click on the drop-down and make your selection.
Once this is completed click save.
We're here to help - if you need assistance, please contact the Ytel support team via email at firstname.lastname@example.org or you can click the live chat button at the bottom right of your screen.