> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/contact-center-configuration/manage-agents-and-supervisors.md).

# Manage Agents and Supervisors

Create agent and supervisor records and assign skills so the contact center can route work to the right people.

Configure the people who receive, supervise, and route dialogues in the contact center. Keep the people records and the skill assignments aligned so routing decisions can work as expected.

## Prerequisites

Before you add people records, make sure:

* the contact center already exists
* the telephony identities that agents use are known
* the required skills are either already defined or planned

## Agent records

{% hint style="warning" %}
**Unify limitations:** PSTN agents, Round Robin, and Parallel Hunt are not currently available for Unify. The TEL URI and round-robin instructions below apply to supported Connect configurations, not to Unify.

**Client limitations:** Parallel hunting is not supported in WebAgent with either the Connect or Unify connect model. It is also unavailable for Attendant Console for Dialogue Cloud call handling.
{% endhint %}

Each agent record is configured per contact center. An agent can exist in more than one contact center, but each contact center keeps its own assignment details.

| Field                      | Use                                                                                                                                                                                                                                                                                                                                                                                    |
| -------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `Order`                    | Sets the order used by round-robin and serial hunting methods                                                                                                                                                                                                                                                                                                                          |
| `Formal`                   | Determines whether the agent can sign in and out of the contact center                                                                                                                                                                                                                                                                                                                 |
| `Agent`                    | <p>The field agent should contain the SIP URI (e.g. <code>sip:<user@domain.com></code>) when configuring a Microsoft Teams Agent.<br><br>The field should contain a TEL URI (e.g. <code>tel:+3112345678</code>) when configuring a PSTN Agent.<br><br>Each SIP URI or TEL URI must be unique. A number assigned to a PSTN agent cannot also be used by a SIP URI agent in any UCC.</p> |
| `Custom Hours Enabled`     | Limits when that agent is available to the contact center                                                                                                                                                                                                                                                                                                                              |
| `TeamsAssignedPhoneNumber` | Stores the Microsoft Teams-related phone number used for Microsoft Teams-aware routing scenarios                                                                                                                                                                                                                                                                                       |
| `SubscriptionState`        | Shows subscription problems when presence-related behavior cannot be maintained                                                                                                                                                                                                                                                                                                        |

### PSTN Agents

PSTN Agents allow you to use a TEL URI (for example, `tel:+31612345678`) instead of a SIP URI for agents (for example, `sip:agent@example.com`) in the `Agent` field. With this, you can integrate mobile phones or traditional systems into your call flow.

{% hint style="danger" %}
**Important:** A number assigned to a PSTN agent cannot be used if that number belongs to a SIP URI agent. Each PSTN and SIP URI agent must use a unique number or address.
{% endhint %}

{% hint style="warning" %}
Updates to people records can affect routing immediately. Confirm identity values before saving changes in a live environment.
{% endhint %}

{% hint style="info" %}
The source references additional Microsoft Teams identity fields, but the verification pass did not confirm a current lowercase-only rule or a durable supervisor UPN rule. Use the field set exposed in the current administration UI and avoid applying legacy formatting rules that the current product does not require.
{% endhint %}

### Last agent in skill feedback

Use `FeedbackAgentsLeftInSkill` when formal agents need feedback before signing out as the last available agent for a skill.

| Value          | Behavior                                                                            |
| -------------- | ----------------------------------------------------------------------------------- |
| `NoFeedback`   | Does not show additional feedback. This is the default.                             |
| `Warning`      | Shows a warning when the agent is the last available agent for the skill.           |
| `Confirmation` | Asks for confirmation before the agent signs out.                                   |
| `Error`        | Prevents the state change when the agent is the last available agent for the skill. |

## Create, edit, or remove an agent

<details>

<summary>Create an agent</summary>

1. Open the agent list for the contact center.
2. Select **Add new item**.
3. Enter the agent identity and routing values.
4. Save the item.

</details>

<details>

<summary>Edit an agent</summary>

1. Open the agent list.
2. Select the existing item.
3. Choose **Edit Properties**.
4. Update the required values.
5. Save the item.

</details>

<details>

<summary>Remove an agent</summary>

1. Open the agent list.
2. Select the existing item.
3. Choose **Delete Item**.

</details>

## Supervisor records

Configure supervisors for the contact center whose calls they need to supervise. Use the identity fields exposed in your deployed administration UI; do not copy historical field rules from a different bundle or connect model.

Use the same management pattern as other people records:

1. Open the supervisor list.
2. Add a new item or edit an existing one.
3. Enter the identity values required by the current administration UI.
4. Save the item.
5. Confirm the record is in the intended contact center and matches the supervisor's sign-in and calling identities.
6. Verify the required action on an eligible test conversation using [Supervise WebAgent](/use/handle-conversations/webagent/supervise-webagent.md). On Connect, confirm that the supervisor receives and can accept the Teams call invitation.

If the action is missing or rejected, check the supervisor assignment, identity values, connect model, bundle, and dialogue eligibility before changing the record. A call in Consult, Delight Consult, or already supervised by someone else cannot be joined through the documented Connect workflow.

Dialogue Workspace **Monitor** only shows dialogue details. Opening it successfully is not a test of WebAgent listening permissions or supervisor audio.

## Assign skills to agents

Skill-per-agent records link the people configuration to the queue logic.

| Field   | Use                                                      |
| ------- | -------------------------------------------------------- |
| `Skill` | Selects the queue skill to assign                        |
| `Score` | Sets the skill score used by score-aware routing methods |
| `Agent` | Identifies the agent who receives that skill             |

Common assignment patterns include:

* one agent with one skill
* one agent with multiple skills
* multiple agents with one shared skill
* multiple agents with overlapping skills and different scores

Higher scores can make an agent more likely to be selected when the contact center uses score-aware hunting. Exact behavior still depends on the hunting method and presence settings configured on the contact center.

{% hint style="info" %}
This page owns the people-assignment workflow. The queue behavior behind those scores is explained in [Skills and routing criteria](/contact-center-configuration/queues/skills-and-routing-criteria.md).
{% endhint %}

## Verification

After saving people and skill assignments:

1. Confirm each agent appears in the intended contact center.
2. Confirm the assigned skills and scores match the routing design.
3. Test one route that depends on skill scoring or order-based hunting.
4. Confirm supervisors can access the monitoring behavior they need.


---

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