Agents and skills
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      1. Onboarding Guide
      2. Getting started with Omni
      3. Agents and skills

      How do I grant an agent access rights to an Omni project?

      Agent access rights for projects

      Each agent will need to be granted access to the relevant projects. Unlike for Outbound, there is no way to grant access rights inside the project settings. Instead, access must be granted on the Access rights page.

      In your Admin account:

      1. Go to the Users page.
      2. Click the Access rights subpage.
      3. For Show by click to select Agent if you want to view the list of agents and which projects they have access to, or Project is you want to see a list of your projects and which agents have access to them.

      Choosing the projects that agents can access

      Choose Show by to be Agent:

      1. Click the Agent group drop-down list to see only agents in a particular agent group.
      2. Click the Office drop-down list to see only agents in a particular office.

      The table contains the following columns:

      • Agent shows the agent's name.
      • Agent group shows which group the agent belongs to, if any.
      • Office shows the office associated with that agent, if any.
      • Allowed projects shows which projects the agent has access rights to. This will either display:
        • No projects - the agent currently has no access rights to any projects.
        • Full access rights within the office - the agent has access rights to all projects with the same office as the agent.
        • A list of named projects - the agent has access rights to those projects only.

      To update one or more agents:

      1. Click to tick the check boxes for the agents whose access rights you want to change.
      2. Click the Change access rights button at the top of the table.
      3. In the Change access rights dialog, either:
        • Click to select Full access rights within the office to give the agent access rights to all projects which share their office. Note this does include any future projects created in that office.
        • Click to select Replace with access rights to the selected projects only and click the drop-down list to select which projects the agent should have access to. Be sure to tick all projects the agent should have access to, this will remove access to any projects that you do not tick.
        • Click to select Remove all access rights to revoke any access rights to any project that agent has.

      1. Click the Save button to save the changes.

      Call queue settings

      The exception to the general rule that agents need access rights to projects comes when dealing with inbound call queues. They can be set such that agents do not need access rights to the project to answer calls from that queue. This option is not available for message queues.

      To enable this, in the queue settings:

      1. In the Optional settings section, click to untick To access the queue, require the agent to have an access rights to the project.
      2. Click the Save button to save that change.

      Agent will no longer require access to the project to answer calls from that queue.