Operators

The Employees section is where you manage your call center team.

Employee List

View all operators with their:

• Name and login
• Position (role/title)
• Work schedule
• Status (active/inactive)

Adding an Employee

1. Click Add Employee
2. Fill in the required fields:

3. Click Save

Editing an Employee

1. Find the employee in the list
2. Click Edit (pencil icon)
3. Update the fields
4. Click Save

Deactivating an Employee

Instead of deleting, deactivate employees who leave:

1. Edit the employee
2. Toggle Active to off
3. Save

Deactivated employees can't log in but their historical data is preserved.

Importing from PBX

Import extensions directly from your FreePBX/Asterisk:

1. Click Import Extensions
2. Review the detected extensions
3. Select which to import
4. Click Import

This creates employee records for each extension.

Positions

Positions define the organizational hierarchy and job roles.

Creating a Position

1. Go to Employees → Positions
2. Click Add Position
3. Enter:
   • Position name
   • Description (optional)
   • Parent position (for hierarchy)
4. Click Save

Position Hierarchy

Positions can have parent-child relationships:

CEO
├── Sales Manager
│   ├── Senior Sales Rep
│   └── Sales Rep
└── Support Manager
    ├── Team Lead
    └── Support Agent

Use the canvas view to visualize and rearrange the hierarchy.

Assigning Positions

When editing an employee, select their position from the dropdown.

User Roles

Role Permissions

Admins can configure detailed permissions in Settings → Roles:

• Dashboard access level
• Call history visibility
• Report access
• Settings modification
• Integration management

Filtering Employees

By Status

• Active — currently working
• Inactive — deactivated accounts

By Position

View employees in a specific role/department.

By Schedule

Filter by assigned work schedule.

Bulk Actions

Select multiple employees to:

• Assign position
• Assign schedule
• Activate/deactivate
• Export list

Best Practices

1. Use positions — organize by team/department for better reporting
2. Assign schedules — enables time tracking and late arrival detection
3. Keep data current — deactivate departed employees promptly
4. Review regularly — audit access levels periodically