AGENT

The AGENT database table defines all the users who can log in to Syntelate XA.

In this context, an “agent” could be a contact center agent, but it could also be a supervisor or manager, for example. All users of Syntelate XA are recorded in the AGENT table, regardless of their role at your organization.

Note: Various fields have a blank description below. This indicates that they have no system relevance in Syntelate XA.

Field	Description
AGENTNAME	The agent’s username in Syntelate XA. For cloud deployments, this should be the agent’s email address. For on-premises solutions, this should be the agent’s Windows username.
DESCRIPTION	The agent’s name as it should be displayed in Syntelate XA. In web chats, for example, this is how the agent’s name is shown to the customer.
NOTES
DEFAULTCPGNO
CTI_ENABLED
EMAIL
NAMEOFAGENT	The agent's full name. This is displayed in Syntelate XA and shown to customers.
DIRECTLINE
DORMANT_FLG	Defines whether an agent record is dormant in the system or not. Set to 'True' or 'False'. When their record is dormant, an agent cannot log in to Syntelate XA. Managers may wish to set an agent's record to dormant if the agent has left the organization, for example. A dormant agent record remains in Syntelate XA's database, so the agent's past activity will be included in any reporting on historical data.
MAXCHATS	Defines the maximum number of chats that the agent can handle at once. Leave blank to use the system maximum (as defined by the MAXNUM column in the CHANNELGROUP database table).
DTMF	A dual-tone multi-frequency number that is specific to the agent. For example, where each agent has a particular number that they dial when capturing customer’s credit card details, you can record this here. You can then set up your agent desktop so that, when the agent has to capture customer’s credit card details, they click a button and this number is automatically dialed.
CRMUSERNAME	Where you use Salesforce as your CRM, this field defines the agent’s Salesforce username.