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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
    • Aliases (optional) — alternate external identifiers for this agent (see Agent Aliases below)
    • 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

Tip

You can also add a new agent directly from the Upload page by selecting + Add new agent… from any agent dropdown — useful when you're about to upload a call for an agent who isn't in the system yet.

Editing an Agent

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

Agent Aliases

Sometimes calls arrive tagged with more than one identifier for the same person — for example, Genesys queue IDs like agent1-q2 alongside the agent's main Agent ID. Aliases are alternate external identifiers that make sure all of those calls are routed to the right agent.

Aliases are managed on the Add New Agent and Edit Agent forms, in the Aliases (optional) section between Email and Team:

  1. Click + Add alias to add a row and type the identifier
  2. Click Remove next to a row to delete that alias
  3. Click Save — nothing is changed until the form is saved

Rules for aliases:

  • No spaces or underscores — use hyphens instead (e.g. agent1-q2)
  • Unique within your organisation — an alias can't be in use by another agent, and can't match any existing Agent ID
  • A call matched via an alias counts for the agent themselves and inherits the agent's team — an alias can't carry a team of its own

If an alias is rejected when saving, the offending entry is highlighted and none of the changes are applied — fix the highlighted alias and click Save again.

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