Agents

CallRail's Agent feature allows you to receive call assignments in CallRail. Any call flow where your Agent name is listed as a destination will report the call under your name in your call log. Then, you can use filters to find calls specific to certain Agent(s). 

If you're a Manager or a Reporting user, setting yourself up as an Agent also allows you to update the telephone number where you can be reached at any time without having to contact your administrator to update the Call Flow Builder. 

Getting Started

Each user that would like to become an Agent should follow these instructions for their own login. Once your Agent name is added to a call flow, you'll also be able to take advantage of CallRail's Softphone feature.

Learn more about Softphone by reading this help article.

Become an Agent

  1. Click the Account icon in the top left to open the My Account panel, then click My Profile.

  2. Under Agent Settings, enter the telephone numbers or SIP address where you can be reached. You may add up to 10 destinations and can update these numbers at any time. This is also where you can set your Agent to accept calls using Softphone.

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  3. Click Save User to become an Agent.

Add an Agent to the Call Flow Builder

Once you've created yourself as an Agent, an administrator can update the Call Flow Builder to include your Agent name in place of a destination number. Agents can be added to following call flow steps:

- Dial 
SimulCall 
Round Robin

Any telephone number configured for an Agent according to the first set of instructions in this article will ring simultaneously before moving to the next step in the Call Flow Builder.

  1. Choose the company where you'd like to update the Call Flow Builder.

  2. Click Tracking at the top of the page.

  3. Select Call Flows under Calls & Texts in the menu on the left.

  4. Click the Pencil icon or an existing call flow's name to edit it, or click Create Call Flow to make a new one.

  5. Select Agent from the destination numbers drop-down menu within a Dial, SimulCall, or Round Robin step. Then, choose the Agent(s) that should be assigned to this call flow step.

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  6. Configure your Call Flow to your personal preferences, and click Save at the top of the page when finished.

Filter Your Activity Dashboard by Agent

Once an Agent is included within the Call Flow Builder, all incoming calls to tracking numbers assigned to that call flow will report the Agent who took the call in the Activity dashboard. 

You can use the filters at the top of the Activity dashboard to sort calls by Agent.

  1. Click Analytics in the navigation bar on the left.

  2. Choose Activity at the top of the page.
  3. Choose a company from the dropdown menu where you'd like to see Agent statistics.

  4. Click Edit Columns directly to the bottom-right of the main activity graph. Click Agent under the Call Information heading. The call log columns will update to show which Agent took the call.

  5. To see all calls assigned to a specific Agent, select Add Filter in the filter panel at the top of the Activity Log, and choose Agents from the Handling section. 

    Select the Agent to filter for from within the Agent drop-down menu that appears.

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Filter Your Reports by Agent

You can also choose to use the Agent filter within your Reports. This allows you attribute calls directly to an individual Agent.

  1. Select Reports at the top of the page, and choose the report you'd like to view from the options in the menu on the left.

  2. Select Add Filter in the filter panel at the top of the report, and choose Agents from the Handling section. Select an Agent to filter for from the drop-down menu.

  3. Your report will update accordingly.

Remove a Destination from an Agent

If you'd like to remove yourself as an Agent or remove certain telephone numbers associated with your Agent name, you may do so on your profile.

In order to remove your Agent name, you must first ensure that you're not the only Agent listed in a step in the Call Flow Builder. 

  1. Click the Account icon in the top left to open the My Account panel, then click My Profile.

  2. Under Agent Settings, remove the telephone number(s) where you no longer wish to receive calls by clicking the X next to the number. 

  3. Click Save User to update your Agent settings.