Create & Manage Agents in Persona Engage

Written By Lance Quimby (Administrator)

Updated at March 5th, 2025

Table of Contents

Overview Creating Agents Add an Agent Bulk Import Agents Field Description Chart Lock or Unlock an Agent Deactivate or Reactivate and Agent Troubleshooting & FAQs Need More Help?

Who is this Guide For?

Administrators and supervisors managing agents within the Persona Engage platform.

Prerequisites

Access to the Persona Engage Admin Portal.
Permissions to create and manage agents.

Overview

As an admin, one of your primary tasks is to create and manage agents. This guide will walk you through the steps to effectively create and manage agents within the Persona Engage platform.

Creating Agents

Agents can be created in the following two ways:

Add Agent - Used for adding a single agent.
Bulk Import Agents - Used for adding multiple agents simultaneously.

Both methods will be covered in this guide.

Add an Agent

Log into the Persona Engage Admin Portal.
Select the Admin icon on the left panel.
Click the drop-down arrow next to People then select Agents.

In the top-right corner, select the Add Agent button.

Fill in the required agent details. For more information on the fields, please refer to the Field Description Chart listed in this article.

Bulk Import Agents

The Bulk Upload Agents feature allows administrators to add multiple agents at once (up to 1,000 agents per upload). If uploading more than 1,000 agents, the file must be divided into smaller batches and uploaded separately.

Next to the Add Agents button, click Bulk Import Agents.

Download the Sample Import File template.

Fill out the template. For information on the fields, please refer to the Field Descriptions Chart listed in this article.
- Each field corresponds to a specific agent setting, such as AgentID, Agent Name, etc.

📌 Use 1 for enabled and 0 for disabled for fields that are either enable or disabled (e.g., Hold, Mute, and End Call).

📌 Passwords cannot be set via bulk import and must be set on each agent.

📌 Ensure the file name does not contain spaces to avoid upload errors.

Upload the Completed File.
- Drag and drop the XLS file into the upload window or manually select it from your computer.

Click Import to process and add the agents.

Best Practices for Bulk Uploads

Follow the provided sample format to avoid errors.
Ensure the file name does not contain spaces to avoid upload errors.
If an upload fails, review the error message and correct the data before retrying.
Use batch uploads for imports exceeding 1,000 agents.

Field Description Chart

Field	Description
Agent ID	Used for Agent Login and shown in digital engagements. When using Web Chat or other digital engagements the Agent ID will be shown in the chat window. Typically, this field is first name or first name + last initial. For privacy concerns, full names are not usually used.
Agent Name	Full name of the Agent for Dashboards and Reporting.
Email	Email address of the agent.
Password	Set a strong password.
Agent Modes	Assign one or more modes to an agent, defining the types of calls and interactions they can handle. Inbound – Accepts inbound calls only. Manual – Allows outbound calls only. Preview – (Outbound Dialer or Callbacks) with customer preview before the call. Progressive – (Outbound Dialer or Callbacks) Auto-dialed outbound calls by the system. Digital – Handles digital channels (Chat, SMS, WhatsApp, etc.). Blended – Enables multiple modes simultaneously (e.g., Inbound + Manual + Digital). Agents can switch between assigned modes as needed. For example: If an agent needs to make outbound calls without receiving inbound calls, and Manual mode is enabled for them, they can switch to Manual mode to allow outbound calls only.
Auto Answer SIP Calls	This setting determines whether an agent's calls are automatically answered or require manual acceptance. None – Agents must manually answer all calls. Inbound – Inbound calls are auto-answered; Outbound dialer calls send the call to the agent, and they must click to accept the call. Outbound – Outbound dialer calls are auto-answered; inbound calls require agents to click to accept the call. All – Both inbound and outbound calls are auto-answered. Manual outbound calls (calls dialed manually by the agent) are always auto-answered regardless of this setting.
Agent Data	Used for assigning agent identifier to CRM Integrations.
Add Groups	Assign the agent to groups for filtering in dashboards and reports by Supervisors.
Screen Recording	(Optional, paid feature) Record and view the agents screen along with the call for full visibility to the supervisor when reviewing calls.
SIP Locations	(Set for you on initial setup) Select the available location to allow the agent to login with the SIP Option.
Call Controller Settings	Enable or disable actions available to agents while on a call. For example, to prevent agents from enabling or disabling call recording, deselect "Call Recording", and the option will no longer be available to them.
Conference Settings	Allow the agent to Conference in a Phone Number or another Agent.
Transfer Settings	These settings define how agents can transfer calls and to which destinations. Transfer Types: Agent Transfer – Transfer calls to another agent. Skill Transfer – Transfer calls to a specific skill. Phone Transfer – Transfer calls to an external number or an internal extension. IVR Transfer – Transfer calls to an Interactive Voice Response (IVR) system. Warm vs. Blind Transfer: Warm Transfer – Agent speaks with the recipient before transferring the call. Blind Transfer – Call is transferred immediately to the recipient. Commonly used for Skill and IVR transfers.
Skills	Priority: Defines which agents receives calls first, based on their assigned skill level. Agent Skills: Defines which agents receives calls. When a call is routed to a skill, the system selects an agent based on priority and longest waiting time. Priority 1 (Highest priority) - Agent receives calls before agents with a lower priority (e.g., Priority 2, 3, etc.). If all agents within a skill share the same priority, calls are distributed evenly based on longest waiting first.

Lock or Unlock an Agent

Locking an agent temporarily restricts their access to Persona Engage without deactivating their account. While in a locked state, an agent cannot:

Log in.
Handle interactions.
Use system features.

Use Case:

Lock an agent when they are temporarily unavailable or need restricted access without removing their account. Unlock the agent when they are available to resume work.

Steps to Lock or Unlock an Agent

Navigate to Agents in the Admin Portal.
Locate the agent in the List of Agents.
Under the Locked column, toggle the switch:
- ON (Locked) – The agent will be prevented from logging in.
- OFF (Unlocked) – The agent will regain access to the system.

Deactivate or Reactivate and Agent

Deactivating an agent temporarily removes their access to Persona Engage without permanently deleting their account. While deactivated:

Agents cannot log in or handle interactions
Agent settings cannot be modified.
Agents can still be assigned to groups, allowing for future reactivation without reconfiguration.

Steps to Deactivate or Reactivate an Agent

Navigate to Agents in the Admin Portal.
Locate the agent you want to modify.
Click the three-dot menu next to their name.
Select Deactivate to remove access or Activate to restore access.

Troubleshooting & FAQs

What if my import results in errors?

Double check the import file to make sure you do not have any fields missing.
Try to add a single agent on a new sample sheet to troubleshoot.
Contact Us! If you still have issues, capture any error messages and send in a ticket. We are here to help!

Can I set Agent Passwords via Bulk Import?

Currently bulk update of passwords is not supported but we hope to have this feature in the future.

Where can I find more help?

Check out our other articles at https://help.allegiantnow.com
See our related articles below.
Contact Us!

Need More Help?

If you need further assistance, contact our support team at support@allegiantnow.com / (913) 599-6900 or select the button below to visit our portal:

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