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 a certain Agent(s). 

If you're a Client Manager or a Client 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. 

Use this article to learn how to:

  • Update your login to become an Agent
  • Add your Agent name to a call flow
  • Filter your activity dashboard and reports by Agent
  • Remove a number from your Agent settings

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. Select your login initials at the top of the page, then click Profile.

    Profile_Profile.png

  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.

    screenshot_46.png

  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:

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 Numbers at the top of the page.

    Numbers.png

  3. Select the Call Flows tab.



  4. Edit a current call flow by clicking the pencil icon, or click to create a new call flow.



  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.

    screenshot_47.png

  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. Navigate to your Activity dashboard.



  2. Choose a company from the drop-down menu where you'd like to see Agent statistics.



  3. On your call log, select Table Settings, and click Agent Name to include it as a column on your call log.



  4. The call log columns will update to show which Agent took the call.



  5. To see all calls assigned to a specific Agent, select All Filters at the top of the call log, and select the Agent from within the Agent drop-down menu.



  6. Click Apply at the bottom of the filters menu to update your call log.



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. Navigate to Reports, and choose the report you'd like to view.



  2. Select All Filters at the top of the page, and select the Agent you'd like to view from the Agent 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 from the My Information page.

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. Select your login initials at the top of the page, then click Profile.

    Profile_Profile.png

  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.

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