Creating PeopleSoft MCF Agents for a Third Party

Access the Agent page using the following navigation path:

PeopleTools, and then MultiChannel Framework, and then Third-Party Configuration, and then MCF Third-Party Agents

This example illustrates the fields and controls on the Agent page. You can find definitions for the fields and controls later on this page.

The Agent page displaying the Agent ID and having the following editable fields: Name, Nick Name, CTI Agent ID, Agent Password, Queue ID, Skill Level, and Max Workload.
Field or Control Description

Agent ID

Specifies the agent ID.

Name

Enter the full name of this agent in (lastname,firstname) format. The agent name appears in other agents' buddy lists.

Nick Name

Enter a short name for this agent. The agent nickname identifies this agent in chat sessions and logs.

CTI Agent ID

Enter a CTI agent ID for a CTI agent.

Agent Password

Enter a password for the agent.

Queue ID

Enter the ID of a queue to which this agent is assigned. Each agent may be assigned to more than one queue. An agent can log on to only one queue at a time from the MultiChannel Console.

Skill

Select the skill level of this agent for the tasks assigned for this queue. This field is required.

This option is used by third parties for task assignment. Third parties define skill levels based on business needs, requirements, policy, and so on.

Maximum Workload

Select the maximum load that this agent can be assigned before tasks are held or assigned to other agents. This field is required.

This option is used by third parties for task assignment. Third parties define maximum workload based on business needs, requirements, policy, and so on.

Note:

Do not delete a queue from an agent's list unless that agent has no open accepted tasks on that queue.