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Built-In Call Center
Managing Agents
Managing Agents
About the Agents Tab
Important:We're in the process of removing the Call Center Agents tab. Use the more robust Control Room dashboard to view agent performance, manage agents, and more. Understand what agents are currently working
Agent Statuses in the Call Center
Call center statuses determine your availability to take calls and let other team members know what you're currently working on. Note:If you have auto routing in your account, click here to learn about team mem
Editing the Assigned Queues of Call Center Agents
Calls get routed to queues from your IVR (Interactive Voice Recording), then get pushed to agents that are assigned to the relevant queues. Make sure you've got the right agents assigned to each of your queues.
Listening to Call Recordings
Review call recordings to hear conversation details between customers and phone support agents. Listening to call recordings is a great way to track agent progress, train future agents, and make sure agents fol