Agent Management

the agent management section in the cobrowsing console allows admins and supervisors to manage their teams, track availability, configure roles, and ensure effective handling of leads this section is the central place to add, monitor, activate/deactivate, and export details of all agents, supervisors, and admin allies path cobrowsing console → agent management \[click here to play the walkthrough video in a new tab] agent status admins and supervisors can track the availability and activity of agents using the following tabs total → all agents mapped under the admin/supervisor online → agents currently logged in and online offline → agents who are offline available → agents who are online but not inside any active session active → agents whose ids are active inactive → agents whose ids have been deactivated note applied filters are highlighted in theme colors table headers change dynamically based on applied filters adding users (agents, supervisors, admin allies) there are two ways to add new users add user → manually create a new user create user via excel → bulk upload user details using an excel template add a new agent / supervisor admin/supervisor can create, edit, or delete an agent details to provide include name type (agent/supervisor/admin ally) mobile number category support languages support level supervisor assignment admins can activate or deactivate an agent or supervisor anytime add users via excel upload steps download the provided excel template fill in all required fields for category/language , enter values that need to be mapped to the agent upload the filled excel file back to the system agent levels & roles levels of agents l1 agents → assigned leads automatically when online l2 / l3 agents → not assigned leads automatically, but can be invited into sessions by l1 agents experts → not auto assigned leads; only join when invited path cobrowsing → agent management → add user → select level (l2/l3/expert) roles in cobrowsing admin → full access across the console supervisor → manages agents, transfers leads, and monitors sessions admin ally → supervises supervisors, with visibility into the activities of agents and supervisors admin ally special view → an extra column “supervisor” is added across active customers support history analytics audit trail to add an admin ally cobrowsing → agent management → add user → select admin ally exporting agent reports admins can generate detailed reports of all users path cobrowsing → agent management → export export features agent report → downloads details of agents (created, active, deactivated) supervisor/admin ally report → downloads corresponding user details the report includes user name role (agent/supervisor/admin ally) category & language support activity logs activation & deactivation dates current status (active/inactive) notes export reflects the latest values at the time of download only the selected role’s data will be exported (e g , agent export won’t include supervisors)