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How do I remove an agent that no longer works at my company?

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When you need to remove an agent, there are two options for this.

1. Visit your Admin page, click on Agents, and then click on the individual agent name.

2. Press "Delete Agent".

Deleting an agent is irrevocable. Call data and recordings will be retained, but when you look at call reports, you will not see the agents name next to their calls. 

To retain data and keep their name showing in reports, instead of deleting an agent you can change the agent to deactivated. (Deactivated agents do not count against account licenses for billing purposes).

1. Visit your Admin page, click on Agents, and then click on the individual agent name.

2. Next to ‘Agent Activation’ check the ‘Deactivated’ radio button. 

Once an agent's status has been changed to Deactivated and saved, the following limitations apply: deactivated agents retain any associated call history (e.g., recent calls, past voicemail assignments, historical reporting) but new activity cannot be routed to deactivated agents (calls, voicemails, etc.). Deactivated agents do not count against account licenses for billing purposes. Agent status can be toggled from Active to Deactivated, and vice versa at any time.

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