Team

Team is the list of the people who take the calls. Every call belongs to an agent of the team: that is how it is filed under whoever took it, and how you can see how each one is doing and where they need support.

Your plan has a number of seats, and each agent takes one. At the top, Seats shows how many are taken. With all of them taken, nobody else can be added until one comes free or you have more seats. How many each plan includes is in Plan and limits.

Click Add agent and fill in:

Field	What it is for
Name	The only required field. Use first and last name: Caller also tells whose recording it is by the full name, when the file name contains it.
Role	It appears on their profile.
Email	Lets you send them calls from Caller.
Code in the telephony system	The identifier that appears in the names of their recordings, such as AG1143. With it, their calls are assigned to them automatically on upload.

The code has to match the one your telephony system writes, although capitalization, hyphens, underscores and spaces do not matter. The details are in File names.

Agents are listed starting with whoever needs the most support. For each one you see their calls and their average score over the last 30 days, the trend over the last 8 weeks and the change in points compared with 30 days ago.

Choosing an agent opens their profile, which has two parts.

Their criteria against the team compares, criterion by criterion, what the agent earns with the team average. It is the fastest way to see whether someone does well overall but always fails on the same thing.

For the next session turns that comparison into something to do. It points to the criterion that most separates the agent from the team and proposes two calls to listen to together:

• To correct: one of their calls in which that criterion went badly.
• Good example: a call in which that same criterion went well, from a colleague if possible.

Send both to the agent opens an email with both links, ready to send.

A proposal needs several analyzed calls from the agent in the last 30 days. With too few, the profile says so and waits until there are more.

Remove agent takes them off the list and out of the menus where calls are assigned. Their calls and their scores are kept, and they can take no new calls.

What happens to their seat depends on whether they had calls in the running period:

• If they had none, the seat is free at once.
• If they had any, the seat stays taken until the period ends. A seat is one person for the period, not a turn to be passed around.

While their seat is still taken, the agent is listed under Seats with the date it comes free and a Bring back button, which returns them to the team without using another seat.