Manage agents

Assign agents to a contact center channel, remove them, and manage their roles in the team.

How do I add or remove agents?

Click in Routing on No agents and define which of your users should make calls in the selected contact center channel. If the selected agents are not yet using the sipgate Premium app, you can optionally book the upgrade now so your team can use the selected contact center functions even more productively. If you decide against the upgrade for now, you can also do this at any time later.

What roles are available in the contact center?

In line with the sipgate phone system, the contact center currently distinguishes between two roles:

Role	Access
Admin	Full access: create channels, configure routing, manage agents, view all statistics
Agent	Receive calls, view own activity, adjust wrap-up time + view live utilization of the contact center channel (Premium app)

Note: A separate team lead role is currently not available. Team leads currently need admin rights to access live monitoring and analytics functions.