User Management¶
Manage user accounts and permissions for your CallCoach organisation.
Accessing: Click the User Management tile on the Configuration page. This is for managing users who can log into the CallCoach Dashboard for your organisation.
User List¶
Lists users within your organisation who have access to the CallCoach Dashboard.
User Roles¶
| Role | Access |
|---|---|
| Administrator | Full access to all features, including Configuration, all reports, and user/team/agent management |
| Team Lead | Access to reports (often for all teams) and the AI Training Dashboard. Does not have access to Configuration |
| Agent | Primarily receives reports and provides feedback via AI Training. Limited dashboard access |
Note
Specific permissions for roles can be customised by Icana.AI.
Adding a User¶
- Click the Add User button (opens a modal)
- Enter the required details:
- Email — the new user's email address (this will be their login)
- First Name & Last Name
- Role — select from Administrator, Team Lead, or Agent. A description of the selected role is shown.
- Adding a user sends them an invitation email to set up their account
Editing a User¶
Click the edit icon (pencil) next to a user (opens a modal). You can modify First Name, Last Name, Email, and Role.
Resending an Invitation¶
If a user hasn't logged in yet (e.g., "Last Login" is "Never"), click the envelope icon next to their name to resend the invitation email.
Activating / Deactivating a User¶
Use the activate (person with tick) or deactivate (person with cross) icons to toggle a user's account status. Deactivating a user prevents them from logging in. You cannot deactivate your own account.
Agents vs Users¶
- An Agent refers to a call centre agent whose calls are analysed by CallCoach. They have a profile in Agent Management (Name, Email, Team, Agent ID).
- A User is someone who can log into the CallCoach Dashboard. A user account is created here and assigned a role.
- An Agent can also be a User if they need to log in (e.g., to view their feedback progress).
Email Address Rules¶
CallCoach has specific rules about email address usage:
- The same email address cannot be used for both a user account and an agent account. This restriction exists for security and authentication purposes.
- Multiple agents can share the same email address, as long as they have different Agent IDs. This supports organisations with multiple call centre or chat systems.
Email Already Registered Error
If you get an error saying the email is already registered:
- If registered as a user — edit the existing user account instead
- If registered as an agent and you're creating a user — go to Agent Management, edit the agent's email to use an alias (add
+agentbefore the@symbol, e.g.,john.smith+agent@business.com), then return to create the user account with the original email - If registered as an agent and you're creating another agent — this is allowed as long as the new agent has a different Agent ID
Email Aliases
Most email providers support email aliases using the + symbol. For example, both john.smith@business.com and john.smith+agent@business.com deliver to the same inbox, but CallCoach treats them as separate accounts. Test this with your email provider first.
Common Questions¶
How do I change a user's role?
Use the Edit User option. In the edit modal, select a new role from the dropdown.
A new user says they didn't receive their invitation email. What should I do?
Ask them to check their spam/junk folder. If it's not there, use the Resend Invitation option (envelope icon) next to their name. Ensure their email address is correct.
Can I delete a user account?
The interface provides options to activate/deactivate user accounts. Deactivating revokes access. For permanent deletion, contact Icana.AI support.
Why would I need multiple agent accounts with the same email address?
Some organisations use multiple call centre systems (e.g., separate systems for calls and chats). The same person may have different Agent IDs in each system. CallCoach allows separate agent profiles for each Agent ID, even if they share the same email.