SpitFire Help Desk

Introduction

Creating New Agents

Editing Agents



Introduction

The SpitFire Agent software requires a user name and password when an Agent wants to log onto a Campaign that is running on the SpitFire Predictive Dialer. These Agent Logons are created and edited with the Agent menu in ListMaker. These Agent Logons are not tied to any specific workstation or extension. Any Agent Logon can be used at any station that has the SpitFire Agent software installed on it.

There is also no limit to the number of Agent Logons that can be created. Even if your Dialer is licensed for only four Agents that can log on at one time, you could have as many Agent Logons as you want. This is useful from a reports and tracking standpoint because this means that no two telemarketers have to share an Agent Logon. So, if there are people who only work certain days or certain shifts, they may share the physical workstations but do not have to share their Agent Logons.


Creating New Agents

Creating new Agent Logons is done with ListMaker on the Dialer/Server.

1. Open ListMaker and click on Agent-->Add Agent.




2. This will open the Add New Agent window. The first four fields must have at least one character in each them.




User Name: This would be the Agent Logon name and would be what you would see referred to in the Agent Activity window in the Campaign and in the SPD Reports.

Password: Passwords can be as few or as many characters as you want. They are also case sensitive.

First Name: Agent's first name.

Last Name: Agents last name.

Email: Agents email address.This is not a required field.

Skill Level: This is a setting that can be used in conjunction with Skill Based Routing in the Campaign software. 1 is the highest setting and 5 is the lowest.

Active: By default this is set to Yes. This is basically an On/Off switch for the Agent Logon. If changed to No later, the Agent would not be able to logon.

Can Edit Client Info: This allows the Agent be able to change or add information in the SpitFire Agent window for the client records that appear there when a call has been transferred to them.

Target States and Target Areacodes: This is a feature added with Campaign software version 1.2.139, that allows one to target certain states or area codes to specific Agent Logons.

Description: General information about the Agent. This is not a required field.


3. Click Save at the bottom of the window, once the fields and settings have been completed.




4. Repeat the steps for each Agent to be added.


Editing Agents

Agent Logons that have been previously created can be edited or even deleted from the Edit Agents window in ListMaker.

1. Open ListMaker and click on Agent-->Edit Agents.




2. This will bring up the Edit/ Delete Agents window.



Most of the fields you see here can be edited by clicking into the field and editing the entry.

Note: The Agent ID number is used for internal software purposes and DOES NOT reflect the station ID number or Agent number on the Campaigns or at the stations. It can not be edited. It is assigned in the order that Agent Logons have been added to the Agent Logon database.


3. Scrolling over reveals the rest of the settings that can be edited per Agent.




4. Agent Logons can also be deleted by clicking on the grey square to the left of the entry to highlight the entry....




5. Then hitting the DELETE button on the Keyboard to bring up the confirmation that you want to delete the Agent Logon.




6. Click the Done button at the bottom, right-hand corner of the window when finished.