User & Role Management

  • Updated on Dec 4, 2025
  • Published on Oct 20, 2025
  • 1 minute(s) read
Prev Next
❓ 1. How can I add a new user?

Go to Settings > User Management. Click on the + icon at the top left side. Then a new blank user form will open for you to fill in the details.

ss5(1)

⚙️ 2. How to assign roles/permissions to user?

Go to Settings > User Management. After finding the agent whose role or permissions you want to update, go to the Primary Role section.

For permissions, scroll down to the bottom of the page and find the Permissions section.

ss6(1)

ss7(1)

📌 3. What are the definitions of agent statuses
  • Ready: Agent is available to receive calls.
  • After Log in: Automatically assigned after logging in. In this status, the agent cannot answer calls.
  • Lunch:Agent is on a lunch break. Agent can not answer calls.
  • Break: Agent is on a personal break. Agent can not answer calls.
  • Meeting: Agent is in a meeting. Agent can not answer calls.
  • Technical Issue: Software or connection problem. Agent can not answer calls.
  • Medical: Agent is on medical leave. Agent can not answer calls.
  • Coaching: Agent is in a coaching. Agent can not answer calls.
  • Back of Office activity: The agent is working on back-office tasks. Agent can not answer calls. ss8(1)