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Agents

Call Center users can either be Admin Agents or Agents, with varying levels of access to manage teams, calls, and performance data.

Permissions Admin Agent Agent
Manage teams and call lists ✅ Yes ❌ No
Configure inbound calls ✅ Yes ❌ No
Create Teams ✅ Yes ❌ No
View and edit team-wide performance data ✅ Yes ❌ No
View, create and edit Call Lists ✅ Yes ❌ No
Make outbound calls ✅ Yes ✅ Yes
Receive inbound calls ✅ Yes ✅ Yes
Access assigned call lists ✅ Yes (with editing) ✅ Yes (view-only)
View personal call performance metrics ✅ Yes ✅ Yes
Listen to live calls and recordings ✅ Yes ❌ No

View and Add Agents

To view, edit and add Agents go to Call Center > Agents.

Check Role

Admin Agents have a badge in the Admin column of the Agent Overview page:

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They also have different amount of items on the left menu.

Agent View

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Admin Agent View

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