Agent Management is the one place in SESTEK AgenticCX where you see every agent together with the queues they serve, the skills they hold and their extension number, and change any of the three. Skills and queues decide which calls reach an agent, so keeping this list accurate keeps routing accurate.
Open it from Administration, Identity management, Agent Management in the left menu.
Watch the walkthrough
What you can do on this page
| Action | What it does | Permission needed |
|---|---|---|
| Open the page, search, filter, page through the list | See who is an agent and what each one is assigned | Agent Management (Settings permissions) |
| Export | Download the list as an Excel file | Agent Management |
| Skill, Queue, Set extension | Change what is assigned to an agent | Agent Management |
The same Agent Management permission also opens the Queues tab under Settings. If your supervisors or team leads need this page, grant the permission to their role (Administration, Identity management, Roles). Without it the page does not open and the row menu does not appear.
The agent list
The page is titled Agents, with the subtitle Manage agent skills, queues, and extensions. The badge at the top right shows how many agents match your current search and filters. Only users who hold the agent role are listed here. Every row shows:
| Column | What it shows |
|---|---|
| Agent | A round avatar with the agent's initials and the full name |
| The agent's email address | |
| Extension | The extension number with a phone icon. A dash means no extension is assigned |
| Queues | The first two queues as badges. If the agent has more, a +N badge shows how many are left and lists them when you hover over it. A dash means no queue |
| Skills | The first two skills, each with a star rating from one to five. If there are more, a +N more link shows the rest on hover. A dash means no skill |
The list shows 10 agents per page. Use the page controls at the bottom to move between pages. When nothing matches, the list says No records found.
Search
Type in Search by name, email or extension... to find an agent. The list updates by itself shortly after you stop typing, so you do not need to press Enter. Searching for an extension number such as 1031 is the quickest way to find out who owns it.
Filters
Select Filters to narrow the list. The panel has three filters, listed on the left. Pick one, choose its values on the right, then select Apply filters. Reset all clears every choice and Cancel closes the panel.
Queue. Tick one or more queues to see the agents assigned to any of them.
Skill. Tick one or more skills. The toggle above the list decides how they combine:
- Match any keeps agents who hold at least one of the selected skills.
- Match all (the default) keeps only agents who hold every selected skill.
Grade. Choose Grade 1 to Grade 5. Grade is the skill level, the same one to five scale as the stars in the list. An agent matches when they hold at least one skill at a selected level. If you also selected skills, the level has to be on those skills.
After you apply, every active filter appears as a chip next to the Filters button, which also shows how many filters are on. Select the x on a chip to remove it, or Clear all to remove them all. Filters combine with the search box, so you can search inside a filtered list. Your filter choices are remembered for your user the next time you open the page.
The row menu
Select the menu icon at the end of a row to change that agent.
| Action | What it does |
|---|---|
| Skill | Opens Skill Management for this agent |
| Queue | Opens Queue Management for this agent |
| Set extension | Opens a small form for the agent's extension number |
Each dialog is titled with the action and the agent's name. Select Save to apply your changes or Cancel to close the dialog without changing anything.
Assign skills
The banner reads Only active skills can be assigned to users. Use Select skill to choose a skill, then + Add. The skill appears in the list below with a star rating. Select a star from one to five to set the level, and select the x at the end of a row to remove that skill.
| Stars | Level |
|---|---|
| 1 | Beginner |
| 2 | Elementary |
| 3 | Intermediate |
| 4 | Advanced |
| 5 | Expert |
A newly added skill starts at level 3, Intermediate. Every skill needs a level before you can save (Please assign a level to every selected skill.). An agent with no skills shows No assigned skills.
The skills themselves are not created here. If the one you need is missing, follow the link under the list, Not in the list? Go to Settings > Work Environment > Skills. See the Skills article for how skills are defined.
Assign queues
The banner reads Assign this to one or more call queues. The agent will receive calls from all selected queues. Choose one or more queues from the list. Remove a queue from the selection to stop the agent receiving calls from it. Queues are created and configured under Settings, Queues. See the Queues article for how queues work.
Set an extension
| Field | Notes |
|---|---|
| Extension | A whole number from 100 to 99999. Leave the field blank to remove the agent's extension. Each extension can belong to only one agent |
If the value is out of range, the form shows Extension must be a number between 100 and 99999. and Save stays disabled. If another agent already has that number, you get This extension is already assigned to another agent.
Export
Select Export at the top right to download an Excel file named Agents. It holds the agents that match your current search and filters, up to 5,000 rows, with these columns: First Name, Last Name, Email, Extension, Queues and Skills. When the file is ready you see the message Agents exported successfully.
Good to know
- This page lists only users with the agent role. A user without it does not appear in the list.
- Names, email addresses and extensions are personal data of your colleagues. Keep screenshots and exports of this page inside your organisation.
- The extension is also visible on the Users page, in the Extension Number column.
- Skills and queues are defined elsewhere (Settings, Work Environment, Skills and Settings, Queues). This page only assigns them to agents.
- Changes made here are saved per agent. Nothing happens until you select Save in the dialog.