Getting Started

Agency Admin Quick Start Guide

Welcome, Agency Admin! You are the architect of your call center. This guide walks you through the six essential steps to set up your agency from scratch on AgentTech Dialer. By the end, you will have users, queues, phone numbers, dispositions, a funded wallet, and compliance questions — everything your team needs to start taking calls.

We will go through each step in order, with detailed instructions referencing the exact buttons, fields, and screens you will encounter.

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Before You Begin

As an Agency Admin, you have access to the most comprehensive set of tools in the sidebar, including everything that agents and supervisors see, plus:

Users — Create and manage user accounts

Queues — Build and configure call queues

Phone Numbers — Purchase and manage phone numbers

Dispositions — Define call outcome categories

Skills — Create skills for routing

Settings — Configure agency-wide settings including billing

Reports — View performance reports

Compliance — Set up compliance checklists

Automations — Build automated workflows

Let's get your agency set up step by step.

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Step 1: Add Your Users

The first thing you need is a team. Here is how to create user accounts for your agents, supervisors, and other admins.

Navigating to the Users Page

Click Users in the sidebar

The Users page loads showing a table of all existing users in your agency (which may be empty if this is a new setup)

Creating a New User

Click the Create User button at the top of the page

The Create User modal appears with the following fields:

- Username (required) — Enter a unique username for the new user. This is what they will use to log in. We recommend a consistent format like first initial + last name (e.g., "sjohnson" for Sarah Johnson) or email addresses. Usernames are case-sensitive.

- Password (required) — Enter a temporary password for the user. They should change this after their first login. Use a strong password with at least 8 characters, including uppercase letters, lowercase letters, numbers, and symbols.

- First Name (required) — Enter the user's first name as it should appear in the system.

- Last Name (required) — Enter the user's last name.

- Role (required) — Select the user's role from the dropdown:

- Agent — For front-line call handlers. They will see Dialer, Contacts, Calendar, SMS, Chat, and Voicemail in the sidebar.

- Supervisor — For team leaders. They will see everything agents see plus the Supervisor Dashboard and Call Caps.

- Agency Admin — For other managers who need full agency configuration access. Use sparingly — most users should be Agents or Supervisors.

- Phone Number — Enter the user's personal phone number (optional, used for internal records or direct calling).

- Agency Assignment — This field assigns the user to your agency. In most cases, this is pre-selected to your agency.

- Agent NPN Number — Enter the agent's National Producer Number (optional, used for insurance license verification and state-based routing). This is important if your agency uses state licensing to route calls — the system uses this number to verify which states the agent is licensed in.

Review all fields for accuracy

Click Create to create the user account

The modal closes and the new user appears in the Users table

Recommended Users to Create First

Set up your team in this order:

Supervisors — So they can monitor agents as soon as agents start logging in

Agents — Your front-line team members

Additional Agency Admins — Only if other managers need full configuration access

After Creating Users

Share login credentials securely with each new user (via email, text, or in person — never in a shared chat where others can see)

Instruct them to change their password after first login

Direct them to the [Creating Your Account & First Login](#) guide and the [Agent Quick Start Guide](#) or [Supervisor Quick Start Guide](#) depending on their role

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Step 2: Create Your Call Queues

Queues are the backbone of your call routing. Each queue represents a line or group that calls flow into, and the queue distributes those calls to assigned agents based on your chosen routing strategy.

Navigating to the Queues Page

Click Queues in the sidebar

The Queues page loads showing all existing queues (or an empty list for a new agency)

Creating a New Queue

Click the Create Queue button

The Create Queue modal appears with the following fields:

- Queue Name (required) — Give your queue a clear, descriptive name. Examples:

- "Medicare Inbound"

- "Home Insurance Sales"

- "Solar Leads"

- "Life Insurance Follow-ups"

- "Customer Service"

- Routing Strategy (required) — Select how calls should be distributed to agents from the dropdown:

- Round Robin — Distributes calls evenly across all available agents in the queue, one by one in rotation. Best for ensuring fair workload distribution.

- Longest Idle — Sends each call to the agent who has been idle (not on a call) the longest. Best for ensuring agents are utilized efficiently and callers get the freshest agent.

- Performance — Routes calls to your top-performing agents first based on their metrics. Best for maximizing conversion rates by giving the best leads to your best agents.

- Department — Assign the queue to a department (optional, used for organizational purposes and reporting).

- Description — Add a description of what this queue is for. This helps other admins and supervisors understand the purpose of each queue.

- Overflow Action — Select what happens when a call cannot be answered (all agents are busy, queue is at capacity, or queue is closed):

- Voicemail — Send the caller to a voicemail box where they can leave a message

- Disconnect — Disconnect the call (not recommended for most scenarios)

- Transfer to Destination — Forward the call to a specific phone number (like a backup line or answering service)

- Transfer to Queue — Forward the call to another queue as a fallback

- Active toggle — Turn the queue on or off. Only active queues receive calls.

Click Create to save the queue

Managing Your Queue: The 6 Configuration Tabs

After creating a queue, click on it to open the queue management view. You will see six tabs that let you configure every aspect of the queue:

#### Tab 1: Agents

Assign agents to this queue. Only assigned agents will receive calls from this queue.

Add or remove agents by searching for them and toggling their assignment.

Agents can be assigned to multiple queues simultaneously.

#### Tab 2: States

Configure which U.S. states this queue handles.

When state-based routing is active, calls from a specific state will only go to agents who are licensed in that state (based on their NPN Number configured in their user profile).

Select all applicable states from the list.

#### Tab 3: Skills

Assign required skills for this queue.

Only agents who have the matching skills will receive calls from this queue.

Skills are created and managed on the Skills page in the sidebar.

Examples of skills: "Medicare Advantage," "Spanish Speaking," "Life Insurance Licensed," "Senior Sales"

#### Tab 4: Hours

Configure the operating hours for this queue.

Set the days of the week and start/end times when the queue is active.

Calls that come in outside of operating hours will follow the queue's Overflow Action (voicemail, disconnect, or transfer).

You can set different hours for different days (e.g., longer hours on weekdays, shorter on weekends).

#### Tab 5: Billing

View and configure billing settings for this queue.

See call costs, rate information, and billing details specific to this queue.

#### Tab 6: Settings

Additional queue settings including:

- Queue priority level

- Maximum wait time

- Music or messaging for callers on hold

- Other advanced configuration options

Recommended Queue Setup for a New Agency

For a typical insurance agency, consider starting with:

One primary inbound queue — For your main line of business (e.g., "Medicare Inbound")

One overflow/general queue — A catch-all for calls that do not fit other queues

Specialty queues as needed — For different products or departments

You can always add more queues later as your agency grows.

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Step 3: Purchase Phone Numbers

Your agency needs phone numbers for agents to receive and make calls. AgentTech Dialer provides a simple wizard for purchasing phone numbers.

Navigating to the Phone Numbers Page

Click Phone Numbers in the sidebar

The Phone Numbers page shows all phone numbers currently assigned to your agency

Purchasing a New Phone Number

Click the Purchase Phone Number button

A 3-step purchase wizard opens:

#### Step 1 of 3: Search for Numbers

Search by area code — Enter a 3-digit area code (e.g., 305 for Miami, 212 for New York) to find numbers in that area

Search by state — Select a state from the dropdown to see available numbers

Click Search to find available numbers

#### Step 2 of 3: Select a Number

A list of available phone numbers appears, each showing:

- The full phone number

- The area code and location

- Pricing information (monthly cost)

Click on the number you want to select it

You can search again if you do not see a number you like

#### Step 3 of 3: Confirm Purchase and Assign

Review the selected number and pricing

Choose an assignment type from the dropdown:

- Agent — Assign the number to a specific agent as their personal direct line

- Team — Assign the number to a team of agents

- Queue — Assign the number to a queue so all calls to that number route through the queue

- Agency — Keep the number at the agency level for general use

Confirm the purchase

The number is immediately available for use after purchase.

Phone Number Best Practices

Purchase numbers with local area codes for the regions you serve — callers are more likely to answer calls from local numbers

Assign queue numbers first — Make sure each queue has at least one phone number

Keep a few spare numbers — Having extra numbers available gives you flexibility as you grow

Track your numbers — Use the Phone Numbers page to review all your numbers, their assignments, and their usage

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Step 4: Set Up Dispositions

Dispositions are the categories agents use to record the outcome of each call. Properly configured dispositions are essential for accurate reporting, KPI tracking, and workflow automation.

Navigating to the Dispositions Page

Click Dispositions in the sidebar

The Dispositions page shows all existing dispositions for your agency

Creating a New Disposition

Click the Add Disposition button

Fill in the following fields:

- Name (required) — A clear, concise name for the disposition. Examples:

- "Sale Completed"

- "Not Interested"

- "Callback Requested"

- "Wrong Number"

- "Voicemail Left"

- "Do Not Call"

- "Transfer to Supervisor"

- "Application Started"

- Category (required) — Select a category from the dropdown:

- Positive — For successful outcomes (e.g., Sale Completed, Application Submitted, Appointment Set)

- Negative — For unsuccessful outcomes (e.g., Not Interested, Do Not Call, Hung Up)

- Follow Up — For calls that need follow-up action (e.g., Callback Requested, Info Sent - Awaiting Response)

- Neutral — For informational or procedural outcomes (e.g., Wrong Number, Voicemail Left, Transferred)

Categories are used for KPI calculations — for example, "Sales Completed" in your KPI cards counts only dispositions in the Positive category.

- Description — A description of when agents should use this disposition. This description is displayed in the Disposition Modal when the agent selects this option, helping them choose correctly.

- Scope — Control who can use this disposition and where it appears.

- Require Notes toggle — When enabled, agents must write notes in the Notes textarea before they can submit this disposition. Enable this for dispositions where context is important (like "Callback Requested" where the agent should note the preferred callback time).

- Status — Set whether this disposition is active or inactive. Only active dispositions appear in the agent's Disposition Modal.

Click Save to create the disposition

Adding Custom Fields to Dispositions

Dispositions can include custom fields that appear dynamically in the Disposition Modal when an agent selects that disposition. This lets you collect structured data specific to each call outcome.

To add custom fields:

Open a disposition for editing

Navigate to the Fields section

Click Add Field

Configure the field using one of 12 available field types:

- Text — A single-line text input

- Textarea — A multi-line text input for longer responses

- Number — A numeric input field

- Date — A date picker

- Time — A time picker

- Dropdown/Select — A dropdown with predefined options

- Checkbox — A single yes/no checkbox

- Radio Buttons — Multiple choice, single selection

- Multi-Select — Multiple choice, multiple selection

- Phone — A phone number formatted field

- Email — An email address formatted field

- Currency — A dollar amount input field

Set whether the field is required or optional

Save the field configuration

Recommended Disposition Setup for Insurance Agencies

Start with these essential dispositions:

Positive:

Sale Completed (with custom fields for policy number, carrier, plan type)

Application Submitted

Appointment Set (with custom field for appointment date/time)

Negative:

Not Interested

Do Not Call (with required notes)

Already Has Coverage

Not Eligible

Follow Up:

Callback Requested (with required notes for callback time and reason, set Require Notes to on)

Information Sent — Awaiting Response

Spouse Needs to Be Present

Neutral:

Wrong Number

Voicemail Left

No Answer

Transferred

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Step 5: Fund Your Agency Wallet

Before your agents can make and receive calls, your agency wallet needs funds. Call costs are deducted from your wallet balance in real time.

Navigating to Billing & Wallet

Click Settings in the sidebar

Navigate to the Billing & Wallet section within agency settings

Adding Funds

Click the Add Funds button

The Recharge modal appears with:

- Amount input — Type in the exact dollar amount you want to add

- Quick amount buttons — Click a preset amount for fast funding:

- $25 — Good for testing

- $50 — Small initial deposit

- $100 — Moderate deposit

- $250 — Recommended starting amount for small teams

- $500 — Good for medium teams

- $1,000 — Best for larger teams or high call volumes

- Stripe card input — Enter your credit or debit card details. Payments are processed securely through Stripe. You can enter:

- Card number

- Expiration date

- CVC/CVV code

- Billing ZIP code

Click Submit or Recharge to process the payment

Funds are added to your wallet immediately

Setting Up Auto-Recharge

To avoid running out of funds during a busy day, set up automatic recharging:

In the Billing & Wallet section, find the Auto-Recharge settings

Configure the following:

- Threshold — The wallet balance at which auto-recharge kicks in. For example, if you set this to $50, the system will automatically add funds when your balance drops below $50.

- Amount — The dollar amount to add each time auto-recharge triggers. For example, $250.

- Toggle on — Enable auto-recharge by switching the toggle to the on position.

Save your auto-recharge settings

Example setup: Set the threshold to $100 and the amount to $500. Whenever your balance drops below $100, the system automatically charges your card for $500, keeping your wallet funded without manual intervention.

Wallet Best Practices

Start with enough funds for at least a full day of calling based on your expected volume

Always enable Auto-Recharge — Running out of funds mid-shift stops all calling, which is disruptive and costly in terms of lost leads

Monitor your Total Cost KPI on the Supervisor Dashboard to understand your daily spend

Review your billing regularly in the Settings page to track spending trends

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Step 6: Configure Compliance

Compliance is critical in the insurance industry. AgentTech Dialer's compliance tools let you create checklists of questions that agents must answer during or after calls to ensure regulatory requirements are met.

Navigating to the Compliance Page

Click Compliance in the sidebar

The Compliance page shows all existing compliance questions for your agency

Adding a Compliance Question

Click the Add Question button

Configure the question:

- Question Text (required) — Write the compliance question clearly and specifically. Examples:

- "Did you read the required Medicare disclaimer to the caller?"

- "Which carrier was presented to the caller?"

- "Did the caller confirm they are the plan beneficiary?"

- "Were all plan costs and limitations clearly explained?"

- "What is the caller's enrollment type?"

- Type (required) — Select the question type from the dropdown:

- Boolean — A simple Yes/No question. Use for confirmation questions like "Did you read the disclaimer?"

- Carrier Selection — A dropdown of carrier options. Use when agents need to specify which insurance carrier was discussed.

- Agent Selection — A dropdown of agent names. Use when recording which agent handled a specific compliance step.

- Disposition Selection — A dropdown of disposition options. Use when linking a compliance question to call outcomes.

- Custom Options — A set of custom-defined options. Use for multiple-choice questions with specific answers you define (e.g., "Enrollment Type: New, Renewal, Transfer").

- Free Text — An open text field. Use when agents need to provide a written response, explanation, or details.

- Answer Options (for Custom Options type) — Define the specific choices agents can select from.

- Required toggle — When enabled, agents must answer this question before they can complete the call. Enable this for critical compliance questions that must not be skipped.

Click Save to add the question

What to Do Next

Congratulations — your agency is set up! Here is what to do next:

Immediate Next Steps

Share login credentials with your team — Send each user their username and temporary password

Direct agents to the [Agent Quick Start Guide](#) — So they know how to take calls

Direct supervisors to the [Supervisor Quick Start Guide](#) — So they can start monitoring

Run a test call — Have an agent log in, set their status to Available, and run a test call to make sure everything works end to end

Monitor the Supervisor Dashboard — Watch the KPI cards and agent statuses as your team starts working

Ongoing Management

Review Reports regularly — Click Reports in the sidebar to track daily, weekly, and monthly performance

Adjust queue settings — Fine-tune routing strategies, operating hours, and agent assignments based on real-world performance

Update dispositions — Add new dispositions or modify existing ones as your processes evolve

Manage compliance — Update compliance questions as regulations change

Set up Automations — Click Automations in the sidebar to create automated workflows that save time (e.g., auto-send a follow-up SMS after a "Callback Requested" disposition)

Monitor wallet balance — Check the Billing & Wallet section regularly and ensure Auto-Recharge is working properly

Add new users — As your team grows, continue adding agents and supervisors through the Users page

Purchase more numbers — Add phone numbers for new queues or regions as you expand

Deeper Documentation

Each area you configured today has more advanced features and settings. Look for detailed guides on:

Advanced queue configuration and routing strategies

Phone number management and porting

Custom disposition field types and workflows

Billing details, cost breakdowns, and invoice management

Advanced compliance configuration

Building automations with triggers and actions

Reporting dashboards, custom reports, and data export

Skills management and skills-based routing in depth

Your agency is ready. Your team is set up. Your queues are configured. Your phone numbers are live. Your dispositions are defined. Your wallet is funded. Your compliance is in place. Now it is time to start making calls and growing your business with AgentTech Dialer!

Last updated: February 24, 2026

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