Staff & Time Analytics
Manage human agents, their coverage, and review clock-in time and call activity.
Staff is where admins manage the human side of the phone operation.
Managing staff
Add teammates as agents, set which AI agents (queues) they cover, and manage their availability. Coverage determines which transfers can ring them in the Agent Console.
Time tracking
Clock-in/clock-out sessions are recorded automatically. Staff → Analytics breaks down each person's time online, on break, and in wrap-up, alongside the calls they handled — useful for staffing decisions and coverage planning.
Per-person drill-down
Open a teammate to see their session history and call activity over time: when they were available, how many calls they took, and how long they spent on them.
Team roles
Organization access is role-based — keep each person on the least-privileged role that fits:
- Viewer — inspect operational data without changing configuration.
- Operator — work day-to-day call review and inbox workflows.
- Admin — manage settings, team access, numbers, and integrations.
Invite teammates and manage roles from Settings.