🛟Agents

The Agents page helps you view QA agents' data. You can also edit and create records.

• Search: Filter agents by first or last name, email, and department.

• First Name: Mentions the name of the agent.

• Last Name: Mentions the surname of the agent.

• Email: Shows the email associated to the agent.

• Department: Shows the name of the department to which an agent belongs.

• Actions: Options to perform operations on the records:

  • Edit: Click the Pencil icon to edit an agent's information. You can edit the first name, last name, email, phone number, and department and add notes to the agent data.

    

  • View Details: The Eye icon displays the call information processed by the agent.

    Delete: By clicking the Trashcan icon, you can delete a record.

• Agent Processed Calls: This view appears when you click the View Details icon on the Agents page. It shows the details of the calls processed by an agent.

• Creation Date: Shows the date on which the agent processed a call.

• Agent: Specifies the agent's name.

• Department: Shows agent's department.

• From Number: The number from which the call was placed.

• Duration: Show how long the call lasted.

• Status: Determines if the call passed QA or not.

• Total Words: The number of words exchanged during the call.

• Actions: Controls to perform operations on the entries:

  • View Details: By clicking the Eye icon here, you can view the details of the processed call, such as call transcription, chat with AI, and about section. You can also add notes and play recordings by clicking the play button at the bottom of the window.

    
  • Play Call Recording: You can listen to the recorded call by clicking the Play button.

  • Download: The download button exports the call recording.

  • View Call Logs: The Bell icon displays the call logs that provide more details about the call.

• Delete: The Trashcan deletes the record from the list.

• Create Agent: To create a new agent, click on this button.

• First Name: Enter the agent's first name.

• Last Name: Enter the agent's last name.

• Select Department: Choose a department from the dropdown list.

• Email: Add the agent's email.

• Phone Number: Add the agent's phone number.

• Notes: Add notes in the agent profile.