Team and agent admin
Introduction to Team and agent admin
In the Operative Intelligence platform (OI), users with the sufficient permissions can manage the teams and agents within your Org Structure to ensure the agents and teams are kept up to date.
Agents
‘Agent’ in OI refers to the person who handled the interactions in the data used to power the platform. Your organization may refer to these by other terms such as Customer Service Representatives, Support Specialists, Advisors or Team Members.
Agent records are added to OI automatically as data is imported into the platform. As a result if an agent is missing, this could indicate that we have not yet received any interactions they have handled in our underlying data.
Similarly, you may notice ‘agents’ in the platform who do not regularly handle interactions. In this case we have received data where they were assigned as the agent - common examples of this are escalations or transfers which are captured in your organization’s telephony system.
Note: If OI analyzes Messaging, Web Chat or Live Chat interactions for your organization and you have a chat bot or triage bot, you may see the bot appear in the agent lists.
View agents
To view agents in OI go to the main OI dashboard, then click on ‘Admin’ from the options along the top of the screen.
Note: If you don't have the 'Admin' option at the top of your dashboard, this means you don't have the required permission to manage teams and agents in OI. Speak to your organization's OI lead to request this permission.
From the admin page click ‘Manage teams’.
From the Manage teams tab select ‘Manage agents’.
The Manage agents page will show you all agents in OI for your organization.
You will see each agent’s:
Identifier (from your telephony system or interaction data source)
Name (from your telephony system or interaction data source)
Email (if applicable)
Current team
Start date (start date in the current team, not employment start date)
End date (If applicable, end date in the current team, not employment end date)
Click ‘View’ in the row for an agent to view further details including their history of ‘positions’ (team allocations) to edit their details, reassign to a new team or deactivate.
Search for an agent
On the agent page in the top left corner there is a search box. Use this to search for agents by name, identifier, email, or team.
Identify an unidentified agent
As agents appear in OI automatically when interaction data is added, sometimes interactions are present which have an agent identifier or email, but do not include the agent’s name. When this happens the agent will be flagged as ‘Unidentified’. If you know who the agent is based on their identifier or email, you can follow these steps to identify them so they appear correctly in OI.
From the 'Manage agents' page, unidentified agents will appear with a question mark symbol where their name would usually appear. You can view all unidentified agents by clicking the ‘Unidentified’ tab at the top of the page.
Next to an unidentified agent, click ‘View' to see their details.
From the agent card click ‘Edit’
Enter the agent’s full name and/or email address then click ‘Save changes’.
The agent card is now updated and this agent will no longer appear as unidentified.
Assign an unallocated agent to a team
Allocating agents to teams in OI allows users to filter views by teams and for the team based charts in the Performance pages to reflect accurately.
When an agent is added to OI they will initially be unallocated to a team. When an agent has no team, they will be flagged as ‘Unallocated’. Follow the steps below to allocate unallocated agents to teams.
Unallocated agents can be found on the Manage agents page by a flag appearing in the ‘Current team’ column. To view all unallocated agents, click the ‘Unallocated’ tab at the top of the page.
Click ‘View’ next to the agent you want to allocate to a team.
From the agent positions card click ‘Add new position’.
Select a team from the list and select the date the agent started in the team. If this is the agent’s current team, we recommend leaving the end date blank.
Note: If the team you are looking for does not appear in the list, see ‘Create a new team’ to add the team to OI.
When you have selected the team and entered the agent’s start date in the team click ‘Confirm’.
The agent will no longer appear as ‘Unallocated’ and you will see their team under ‘Agent positions’.
Deactivate an agent
When an agent leaves your organization if you want them to stop appearing in OI, you can deactivate the agent by using the agent admin function.
Search for the agent you want to deactivate and click ‘View’ to see their agent page.
From the agent page click ‘Deactivate' at the bottom of the screen.
You will be asked to confirm that you’re sure you want to deactivate the agent. Click ‘Deactivate’ to confirm.
The agent will now appear as inactive and their team allocation will automatically update with the end date as the date you deactivated them.
Reactivate an agent
If an agent has been deactivated by mistake or has returned to your organization and will have the same system identifier, you can reactivate them in OI by following the steps below.
Note: If a returning agent will have a different system identifier, a new record will be automatically added to OI when data for interactions they have handled is added, so you will not need to reactivate their previous profile.
To view deactivated agents go to the Manage agents page and click the ‘Deactivated’ tab.
Click ‘View’ next to the agent you wish to reactivate.
Click ‘Reactivate’ in the bottom right corner on the agent page.
You will be asked to confirm you want to reactivate the agent. Click ‘Reactivate' to confirm.
The agent will now be reactivated.
Note: the reactivated agent will not automatically be allocated to a team, you will need to do that next.
If they are in the same team as when they were reactivated, click ‘Edit’, then clear the end date and click ‘Save changes’.
If they are in a different team to when they were deactivated, click ‘Add new position’ and allocate them to the correct team. See ‘Move an agent from one team to another team’ below.
Move an agent from one team to another team
Search for the agent you want to move to another team and click ‘View’ to see their agent page.
From the agent page click ‘Add new position’.
Select the new team you wish to allocate the agent to and select the start date in the new team.
If this new team is the agent’s current team, we recommend leaving the end date blank.
Click ‘Confirm’ to proceed with the new team allocation.
The agent’s new team will now appear on the agent page under ‘Agent positions’. The previous team will automatically have an end date created as the day prior to the new team start date.
The agent is now allocated to the new team.
Note: if the new team start date is after the most recent interactions in OI, the team change will not be reflected on the insights pages until the data from the start date is available.
View teams
From the main OI dashboard click ‘Admin’ from the options at the top of the screen.
From the admin page click ‘Manage teams’.
On the Manage teams page click ‘Manage teams’ under the ‘Get stuff done’ heading.
A list of teams will show. You can sort the list by name, location or number of agents.
Click ‘View’ on the teams list to view team details. This page includes a list of the current and past agents in the team.
Allocate an agent to a team from the team page
From a team page you can add or remove agents from your team as required.
To add an agent to your team follow these steps:
From the Team details page click ‘Allocate agents’.
Find the agent you wish to allocate to your team from the list or search using the search box and click ‘Allocate’.
Select the start date for the agent being allocated to your team and click ‘Confirm’.
Note: If this is the agent’s current team, we recommend leaving the end date blank.
The agent will now appear in the list of allocated agents on your team page.
Remove an agent from your team
From your 'Team details' page you will see a list of the agents currently allocated to your team.
Find the agent you wish to remove from your team in OI.
If you know which team the agent is now in click ‘View agent’.
From the agent page click ‘Add new position’.
Choose the team the agent is now in and the date they started in that team.
Leave the end date blank.
Click ‘Confirm’.
The agent page will be updated with their new team. This will automatically apply an end date to their previous team as the date before the new team allocation.
The agent will no longer appear in your 'Team details' page in the list of current agents.
If you don’t know which team the agent is now in click ‘Edit’.
Enter the end date as the last date the agent was in your team, then click ‘Save changes’.
The agent will no longer appear in your 'Team details' page in the list of current agents.
If the agent is no longer with the business you can instead deactivate the agent.
Create a new team
From the main OI dashboard click ‘Admin’ from the options at the top of the screen.
From the admin page click ‘Manage teams’.
On the Manage teams page click ‘Manage teams’ under the ‘Get stuff done’ heading.
A list of teams will show. You can sort the list by name, location or number of agents.
From the ‘Teams’ page click ‘Create team’.
Enter the name for the new team and select the location or department the team sits within (this will vary depending on your organization’s structure).
Click ‘Add new team’.
Note: If the location or department the team sits within is not in the list shown, speak to your organization’s OI lead or email the details to: [email protected] to get it added.
The new team will now appear in the list of teams.
Edit an existing team
From the list of teams click ‘View’ next to the team you need to edit.
From the Team details page click ‘Edit’.
Edit the team name or location / department as required.
Click 'Save changes'.
If you return to the teams list the changes you have made will now be reflected.
Note: Changes may take 15-30 minutes to be reflected on the insights pages in OI.