How do I add or manage an agent or user in my account?

1. Log into the control panel at http://login.velaro.com
2. Select Account -> Users
3. If you are an administrator, the list of current agent logins is presented on the left. To edit a specific agent, select the user from this list.
4. If you are adding a new agent to this account click the "New" next to the list of current users.

Note: If you need to add a new license to your account to add more agents, please contact your Sales rep for more information.

Note: Only administrators have access to the User section. Any non-administrative user that navigates to this section is only presented with their personal account information and does not have the ability to view, select, or edit other agents.

User edit:
This section allows you to edit user account information. The following account data can be modified:

Login name - The unique identifier agents use to log in to the Velaro desktop application and the administrative control panel. Once a user is created, their login name can not be
changes. In most cases, the agent's e-mail address should be used as their login name.

Login names must be unique across all Velaro accounts.
Display name - The name that is displayed to visitors when this agent is chatting.
E-mail address - The agent's e-mail address Use an email address that the agent will have access to incase of a lost password.

Phone number - The agent's phone number. This field is used in Velaro's Click-to-Call options. Set the agent's phone number using the complete area code. If the agent sits behind a corporate phone number, and requires an extension to be dialed, insert an "x" after the phone number, then enter the extension. Additionally, the letter "w" may be inserted in the number as well to force a half-second delay.
For example, 4105551234x210 will dial (410) 555-1234 and then attempt to connect to extension 210.

New password and Verify password - Use these fields to set or reset an agent's login password.

Role - Select the Role from the options provided. The user's privileges depend upon the role chosen. This option is only available to administrators

Current availability - Determines the agents status as to whether the system should include them in new chat alerts, automated chat distribution, etc. This settings determines
their overall status, independent of individual departments. This status is only valid when the agent is logged in to the Velaro Desktop Application. When an agent is not logged in,
they can not receive new chat requests.

Maximum simultaneous chats - Determines the total number of chats the agent may be involved in at the same time.

Important: Removing a user means this agent will no longer be able to log in and
provide live help to your web site visitors. All of their information is retained within the
Velaro databases to ensure your historical reports remain accurate.

Desktop Application Filters
This section allows you to set a users overall access to monitoring chats and queues.

Current chats
View only my chats. Select this radio button if you only want your agent to be able to see the chats they are involved in.
View all chats I have access to. Select this radio button if you want your agent to be able to view all ongoing chats for the departments they belong to.

Queues:
View only my queues. Select this radio button if you want your agent to only be able to view their current queue.
View all queues I have access to. Select this radio button if you want your agent to be able to view all queues for the departments they belong to.

Monitor visitors in real time.
Select this option if you would like your agent to be able to monitor you web site visitors in real time.

View queue when in maximum allowed chats.
Select this option if you would like your agents to see incoming chat queues even if they are in the maximum number of chats.

Hide proactive chat request text in chat.
Select this option to hide any proactive chat request text when the chat opens for the agent.

Click Apply to save your changes

Click Delete to remove this agent from your list of user accounts.

Important: Removing a user means this agent will no longer be able to log in and provide live help to your web site visitors. All of their information is retained within the Velaro databases to ensure your historical reports remain accurate.

Assigning Agents to Departments: Once you've added a user to you assign that user to multiple sites/departments by viewing the Departments area: Account > Departments. 

For more information on departments and selecting agents for multiple departments, please read:

http://kb.velaro.com/KnowledgebaseArticle10141.aspx