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Dynamic Agents

Dynamic Agents are the people who staff your Queues and log in and out on demand. Unlike static queue members (phones that are permanently in a queue), a dynamic agent has an identity of their own - an agent number, a PIN, queue memberships, and optional CRM integration - and only receives queue calls while logged in. This is the right model for shift workers, part-time staff, and agents who move between queues, because it lets a person sign in from any pooled phone or from the web without being tied to one desk.

Agents can log in to the Queues by either dialing a Feature Code or via the web Agent Control Panel, where they log in with the agent id and “Web Password”.

The following sample Feature Codes are available:

  • 611 - Login into a Queue(s) as an Agent.
  • 612 - Pause to stop receiving calls from Queue(s).
  • 613 - Unpause to resume receiving calls from Queue(s).
  • 614 - Log out.

These Feature Codes are just samples, and can be changed as needed.

Create/Edit Agent

Agent Settings

Agent #. Agent # is used to identify the agent. Note that Thirdlane will prepend tenant name and a letter “A” to the Agent# when generating agent’s web username.

First Name. Agent’s first name.

Last Name. Agent’s last name.

Description. Short description.

Available and Selected Queues. Specify this agent’s Queue membership.

Password. PIN for logging in to the Queues using a Feature Code.

Web Password. Password for logging in to Web Control Panel.

Time Zone. Agent’s time zone.

Options. Additional options.

Penalty. Penalty controls which agents are called first - the queue won’t try to call an agent if any agent with a lower penalty is available. Use it to build tiers: give your first-line agents penalty 0 and your overflow or senior backup agents a higher penalty, so the backups only ring when the front line is busy.

CRM Integration

CRM integration settings for this Agent, for use in the Agent Control Panel.

CRM. One of the supported CRMs or Help Desk applications.

The options are:

  • None. No CRM integration.
  • Use Default. Allows “inheriting” common settings set for all Agents.
  • Freshdesk
  • Salesforce
  • SugarCRM
  • Vtiger
  • X2CRM
  • Zendesk
  • Zoho CRM

Selecting a CRM displays a form with CRM specific fields, which typically include:

User Name. CRM user’s name.

URL. URL for CRM API access.

Password. CRM user’s password.

Token. Access token generated in CRM for API access.

Salesforce CTI enabled. This setting is required when using Salesforce Thirdlane CTI integration. Please contact Thirdlane for details.

Agent Panel

The Agent Panel is the screen displayed to agents when they log in.

Best practices

  • Set both passwords. The Password (PIN) is for phone login via feature codes; the Web Password is for the Agent Panel. Agents who use both need both set.
  • Use penalty tiers for escalation. Assign lower penalties to primary agents and higher penalties to backups so overflow only reaches the second tier when needed.
  • Assign agents to only the queues they should serve. Broad membership spreads agents thin; keep membership aligned to skills and responsibilities.
  • Set the agent’s Time Zone. Correct time zones keep reporting and login timestamps meaningful for distributed teams.