- Manual creation
- Through an import process: Template defined in the portal
To create agents, select Manage Agents from the Administration menu and then click the Create a New Agent button or the Import tab.
When manually creating agents, enter the agent’s username, select a Team and Site if required (explained in following slides) and then save the new agent.
Instead of creating Agents manually, you can save time by bulk importing agents from a CSV file.
After selecting the Import tab, you can download and fill in the CSV template provided, or, you may already have an appropriate CSV file that was originally used to create the agents in Amazon Connect. You can assign an existing Site and/or Team for each Agent under “site” and “team” columns.
To upload a CSV file, click the Browse button and select the file.
Upon CSV file upload, ResolveAX will provide a summary of imported agents and any issues encountered.
Manually created or Imported agents will then appear under the Agents tab, either under “All Agents” or under “Teams” and/or “Sites” if they have been added to them.
Agents can be edited or deleted by selecting the appropriate icon beside them or by selecting their checkbox and using the Actions button.
Browser Extension Configuration URL
Once an agent has been configured, a settings Deep Link URL will be automatically created which must be provided to the agent for configuration of their browser extension.
Click the Deep Link button to show and copy the Browser Extension Configuration URL.
An agent’s connection to ResolveAX is triggered by the agent logging into Amazon Connect with the credentials against which the deep link settings were applied. Once logged in, ResolveAX will perform a health check to make sure everything is ok for their Amazon Connect instance.
If the health check fails, it will not prevent the agent from logging into Amazon Connect.