Add a new agent

Prerequisite

• Grant users access to Case Management

Procedure

1. On the Products home page, select Case Management, and from the Administer Agents submenu, select Manage Agents.
2. Select ADD AGENT, and from the Person list, select the person you want to be an agent.
3. Select their start date to become an agent and choose their specialist Case categories. This helps AI assign the right cases to the right specialists.
4. Select the Is active and Is available options.
5. Set their Maximum capacity for the total number of cases the agent can handle based on their capacity and select SAVE.

Read more

• About managing HR agents