How to add and manage agents and their working hours

This section provides guidelines for adding and managing agents within the system, as well as configuring their working hours. Proper agent management ensures that calls are efficiently routed, responsibilities are clearly assigned, and business hours or shift schedules are accurately reflected. By setting up each agent with the correct details and availability, administrators can optimize call handling, improve team performance, and maintain consistent customer support coverage.

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Add Agent

This section captures detailed information for adding or editing an agent's profile. Key fields include the Agent Name and Phone Number for incoming mobile calls.

1. The DID Number is used for outgoing calls. Assigning an Agent's Manager is essential—managers must be added beforehand for selection.
2. Agents can use different protocols for extensions: WebRTC (default, for web browser and WSS app logins) or SIP (advanced, for landlines and SIP phones).
3. The Agent Permission Group assigns roles for controlled access.
4. The agent’s email and password allow system login.
5. An optional Extension Number can be configured.
6. Mark agents with manager role as assigned manager (optional)
7. The Manager status toggles whether the agent has managerial privileges, selectable via a dropdown with Yes or No options.

Finally, Incoming Calls Preference determines how calls are routed to the agent.

• Both on Mobile and Extension (parallel)

Calls ring simultaneously on both the mobile phone and the extension, allowing the agent to answer from either device.

• First on Extension Then on Mobile (sequential)

Calls first ring on the extension. If not answered within a set time, they then ring on the mobile phone.

• Only On Extension

Calls ring exclusively on the agent’s extension phone, with no forwarding to mobile.

• Only On Mobile

Calls ring exclusively on the agent’s mobile phone, bypassing the extension entirely.

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Manage Working Hours

Working hours define the specific time intervals during which an agent or team is available to handle calls or tasks. When multiple working hour ranges are set—for example, two separate rows specifying different time periods—any time outside these defined intervals is automatically considered off hours or non-working hours. This means that outside the combined ranges of both rows, agents are not expected to be available, and calls or tasks may be routed differently or handled according to after-hours policies.

From the example above the agent will be having working hours from 9 AM to 12PM, break in the middle till 1PM. After that, working hour continues from 1PM to 5PM

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Roles in agent

There are two primary roles for users in the system: Agent and Manager. Agents perform regular tasks such as handling calls, while managers have additional responsibilities overseeing other agents. Managers can be assigned as reporting managers for specific agents, enabling them to access those agents’ logs, activities, and performance data. This increased access allows managers to monitor, support, and manage their teams effectively, ensuring better supervision and operational control.

Similarly, you can add a agent as reporting manager to another agent by selecting that manager as reporting manager in the agent form page