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Agent Management

Manage individual agents within your CallCoach organisation.

Accessing: Click the Agent Management tile on the Configuration page.

Agent List

This page lists all agents within your organisation. Use the Show Inactive Agents toggle to include or exclude inactive agents from the list view.

Adding a New Agent

  1. Click the Add New Agent button
  2. Fill in the form:
    • Agent ID — unique identifier used to link the agent to records in your call centre system. The description next to the field will clarify whether it's user-defined or system-generated.
    • Name — the agent's full name
    • Email — the agent's email address
    • Team — select the team the agent belongs to from a dropdown list
    • Active — determines if the agent is currently active
  3. Click Submit or Submit and Add Another

Editing an Agent

Click the edit icon (pencil) next to an agent. This allows modification of Name, Email, Team assignment, and Active status. The Agent ID may be read-only.

Activating / Deactivating an Agent

Click the activate (person with tick) or deactivate (person with cross) icon next to each agent. A confirmation prompt will appear. Deactivating an agent means they are no longer considered active for reporting or call processing.

Tip

Deactivating an agent preserves their historical performance data while removing them from active reporting.

Common Questions

What is the Agent ID used for?

The Agent ID is a unique identifier crucial for matching call recordings from your phone system to the correct agent in CallCoach. Ensure this ID matches the ID used in your call centre platform.

Can an agent be part of multiple teams?

Typically, an agent is assigned to one primary team in CallCoach.

What happens if I deactivate an agent who still has calls being processed?

Deactivating an agent stops them from being considered for new analysis or inclusion in current active reporting. Calls already processed under their name will retain that association for historical data.

Can I delete an agent?

Agent deletion is only possible if the agent has not yet received any CallCoach reports or feedback. Once an agent has associated data (call reports, performance reviews, or user feedback ratings), they cannot be deleted to preserve historical data integrity. In these cases, deactivate the agent instead.

See Also