Assigning Calls to an Agent

If you use scorecards on your account, you can assign a call to a particular agent from either Reports or the Legacy Call Details report.

  • Select ‘Reports’ on the left-hand side menu
  • Select the three horizontal dots on the left side of the call you’d like to assign
  • Select Identify Agent from the actions in the drop down menu
  • Select the user and click Submit

To assign a call from the Call Details Legacy Reports follow the steps below:

  • Navigate to Legacy Reports -> Call Details
  • Find the call you’d like to assign, and from the Agent column use the drop down menu to select the desired user
  • The agent will be saved automatically after they have been selected

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