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:
They also have different amount of items on the left menu.
Agent View
Admin Agent View