# Manage agents

#### How do I add or remove agents? <a href="#docs-internal-guid-d959ccc9-7fff-deb3-f82a-a86010f3cc6d" id="docs-internal-guid-d959ccc9-7fff-deb3-f82a-a86010f3cc6d"></a>

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.


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://help.sipgate.de/contact-center/en/agents-verwalten.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.