How do I create an agent account?

Creating an agent account. Setting a temporary password. Selecting the agent's interface. Agent profiles.

Creating an agent account

This article is a summary of the process, for more details, see the support article Creating an agent account.

In your Admin account:

1. Go to the Users page.
2. Go to the User list subpage.
3. Click the Create button.
4. Click the Level drop-down list and select Agent.
5. Type the agent’s Username. Usernames have a maximum length of 64 characters and can contain the characters a-zA-Z0-9_@.-
6. Click the Set password link.
7. Type a password. This will be a temporary password that the agent will need to change when they first log in.
8. Click the Set button.
9. Complete other fields as required.
10. Choose the agent's interface (see below)
11. Click the Create button.

Choosing the agent's interface

There are several different agent interfaces that you may have available, depending on how you use LeadDesk.  These include the Outbound interface if you are mostly using outbound calls, and Omni if you are dealing with incoming calls and messages. There are other interfaces for other use cases. You will have one of two ways to assign the agent’s interface.

• If you have profiles enabled in your environment, you can assign multiple profiles to an agent, letting them switch between, say, the Outbound interface and the Omni interface at need.
• Otherwise, you assign one interface to each agent.

If you are not using profiles:

1. In the UI mode section, click to select the appropriate option.

Alternatively, if you are using profiles, in the Agent profiles section:

1. Click the Create profile button.
2. Type a Name for this profile.
3. Click the Profile UI mode drop-down list and select the appropriate mode.