User Management
Introduction
Your users are the people who power your agency — agents handling calls, supervisors monitoring performance, and administrators managing the platform. The Users page in AgentTech Dialer is where you create, configure, organize, and manage all of these users. From individual user profiles with operating hours and state licensing to bulk imports and session history, the Users page provides comprehensive control over your entire workforce.
This article walks you through every feature on the Users page, including creating users, editing user profiles across all three tabs, bulk importing users via CSV, reviewing session history, and managing roles and agency access.
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Accessing the Users Page
Navigate to the Users page from the main navigation menu. At the top of the page, you will see:
- Agency Selector — If you manage multiple agencies, use the dropdown to filter the user list to a specific agency.
- User Count Badge — Displays the total number of users matching your current filters.
- Create User Button — Opens the modal for creating a new individual user.
- Bulk Import Button — Opens the modal for uploading a CSV file to import multiple users at once.
Filters and View Options
Below the header, a robust set of filters helps you find specific users:
- Search — Type in the search box to filter users by name, username, or email address. Results update in real time as you type.
- Role Filter — Use the dropdown to filter by user role:
- Agent — Shows only agents.
- Supervisor — Shows only supervisors.
- Agency Admin — Shows only agency-level administrators.
- Agencies Admin — Shows only users who administer multiple agencies.
- Super Admin — Shows only super administrators (platform-wide access).
- Agency Filter — Filter users by their agency assignment.
- Grid/List Toggle — Switch between a grid view (user cards) and a list view (compact table format). Grid view is great for a visual overview; list view is better when you need to scan through a large number of users quickly.
User Cards
In grid view, each user is displayed as a card containing:
- Avatar — The user's profile picture or a default avatar.
- Name — The user's first and last name.
- Role Badge — A colored badge indicating their role (Agent, Supervisor, Agency Admin, etc.).
- Agency Badge — Shows which agency the user belongs to.
- Actions:
- View Session History — Opens the detailed session history modal.
- Delete — Removes the user (after confirmation).
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Creating a New User
Click the Create User button to open the Create User Modal. Fill in the following fields:
- Username (required) — The unique login identifier for this user. Choose something easy to remember but unique within your system. Usernames cannot be changed after creation, so choose carefully. Common formats include first initial + last name (e.g., "jsmith") or email addresses.
- Password (required) — Set the initial password for the user. Use a strong password with a mix of uppercase and lowercase letters, numbers, and special characters. The user can change their password after their first login.
- First Name — The user's first name as it should appear in the system and on reports.
- Last Name — The user's last name.
- Role — Select the user's role from the dropdown:
- Supervisor — Team leads who can monitor agents in real time, listen to calls, coach agents, and access team-level reports. Supervisors can see performance data for agents in their departments.
- Agency Admin — Full administrators for a single agency. They can manage users, configure settings, run reports, and access all features within their agency.
- Agencies Admin — Administrators who manage multiple agencies. When selecting this role, you can assign the user to multiple agencies using a multi-select interface.
- Super Admin — Platform-wide administrators with access to everything, including the Verticals page and system-level configuration.
- Phone Number — The user's contact phone number. This is used for notification purposes and can also be used for outbound caller ID in certain configurations.
- Agency Assignment — Select which agency this user belongs to. For most roles, this is a single-select dropdown. For the Agencies Admin role, this becomes a multi-select interface allowing you to assign the user to multiple agencies.
- Agent NPN Number — Enter the agent's National Producer Number if applicable. The NPN is a unique identifier assigned to insurance agents and brokers by the National Insurance Producer Registry (NIPR). This field includes the placeholder text "National Producer Number" to guide input. The NPN is used for compliance tracking and can be referenced in reports and regulatory filings.
Click Save to create the user. They will immediately appear in the user list and can log in with their username and password.
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Editing a User
Click the Edit button on any user card to open the Edit User Modal. This modal contains 3 tabs that organize all user configuration options.
Tab 1: General
The General tab contains the core user profile information. Most fields mirror the Create User modal:
- Username (required) — Displayed but can be updated if needed.
- Password — Enter a new password to change the user's login credentials. Click the show/hide toggle (eye icon) to view the password as you type it. Leave this field blank to keep the existing password.
- First Name — Update the user's first name.
- Last Name — Update the user's last name.
- Role — Change the user's role using the dropdown (Agent, Supervisor, Agency Admin, Agencies Admin, Super Admin). Changing a user's role immediately updates their access level and the features available to them.
- Phone Number — Update the user's contact number.
- Agency Assignment — Change the user's agency assignment. For Agencies Admin role, use the multi-select to manage multiple agency assignments.
- NPN — Update the agent's National Producer Number.
Tab 2: Operating Hours
The Operating Hours tab controls when the agent is available to receive calls. This is essential for managing agents across different time zones and for ensuring calls are only routed to agents during their working hours.
- Timezone — Select the agent's local timezone from the dropdown:
- Central — US Central Time (CT)
- Mountain — US Mountain Time (MT)
- Pacific — US Pacific Time (PT)
- Arizona — Arizona Time (no daylight saving)
- UTC — Coordinated Universal Time
- Day Grid (Monday through Sunday) — Each day of the week has its own row with the following controls:
- Open Time — Set the time the agent starts their shift (e.g., 8:00 AM).
- Close Time — Set the time the agent ends their shift (e.g., 5:00 PM).
- Copy Button — Click to copy this day's hours to other days. This is a quick way to set the same schedule across multiple days.
- Quick Schedule Buttons:
- Apply 24/7 — Enables all seven days with 24-hour availability (12:00 AM – 11:59 PM). Use this for agents who work rotating shifts or for on-call availability.
> Tip: Set operating hours accurately to avoid routing calls to agents outside their working hours. If an agent works split shifts (e.g., morning and evening), consider using the standard shift that covers their primary hours and coordinating with supervisors for off-hours coverage.
Tab 3: State Licensing
The State Licensing tab manages the agent's geographic licensing — which states they are authorized to handle calls for. This tab is covered in detail in the Skills & State Licensing article, but here is a quick overview:
- Two-column layout:
- Licensed States (right) — All states the agent is licensed in, each with a proficiency level (1–10).
- Click a state in Available to add it to Licensed.
- Click a state in Licensed to remove it.
- Adjust proficiency for each licensed state to influence call routing priority.
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Bulk Import
For agencies onboarding a large number of users at once, the Bulk Import feature allows you to upload a CSV file to create multiple user accounts simultaneously.
Step-by-Step Bulk Import Process
- Click the Bulk Import button at the top of the Users page.
- The Bulk Import Modal opens.
- Upload your CSV file by clicking the file upload area or dragging and dropping your file. The CSV should include columns for user information.
- After uploading, a preview table displays the parsed data with the following columns:
- Last Name — The user's last name from the CSV.
- NPN — The National Producer Number from the CSV.
- Email — The user's email address from the CSV.
- Agency — The agency assignment from the CSV.
- Username — The login username from the CSV.
- Status — Shows whether the row is valid (ready to import) or invalid (has errors that need fixing).
- Above the table, you will see counts of valid rows and invalid rows. Invalid rows might have issues like missing required fields, duplicate usernames, or improperly formatted data.
- Review the preview carefully. Invalid rows will be highlighted and the specific error will be indicated.
- Click the Import button to create user accounts for all valid rows. Invalid rows will be skipped.
- After the import completes, a summary will show how many users were successfully created.
> Tip: Before importing, prepare your CSV carefully. Ensure all required fields are populated, usernames are unique, and data is properly formatted. Doing a small test import (5–10 users) before importing your full list can help catch formatting issues early.
Bulk Assign Agency
After importing users (or at any time), you can use the Bulk Assign Agency feature to assign multiple users to an agency at once:
- Select the users you want to reassign.
- The Bulk Assign Agency Modal appears with an agency dropdown.
- Select the target agency.
- Click Save to assign all selected users to the chosen agency.
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User Session History
The User Session History modal provides a comprehensive view of a user's activity within the platform. This is an invaluable tool for supervisors and administrators who need to review agent behavior, troubleshoot issues, or audit platform usage.
To access session history, click the View Session History button on any user card. The User Session History Modal (Extra-Large) opens with 4 tabs:
Tab 1: Overview
The Overview tab provides a high-level summary of the user's session activity, including:
- Total sessions within the selected time period.
- Average session duration.
- Total active time.
- Key activity metrics and trends.
Tab 2: Sessions
The Sessions tab shows a detailed list of individual login sessions, including:
- Session start and end times.
- Session duration.
- Activity summary for each session.
- This is useful for verifying that agents are logging in and working during their scheduled hours.
Tab 3: Navigation
The Navigation tab tracks the user's movement through the platform:
- Pages visited and time spent on each page.
- Click patterns and workflow sequences.
- This data helps identify training needs — for example, if an agent spends an unusually long time on a particular page, they may need additional guidance on that feature.
Tab 4: Status Log
The Status Log tab records every status change the agent made during their sessions:
- When they went Available, On a Call, In After-Call Work, On Break, or Offline.
- Duration spent in each status.
- This is essential for workforce management — supervisors can verify that agents are spending appropriate amounts of time in productive statuses versus breaks or idle time.
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User Roles Explained
Understanding the five user roles is critical for proper access management:
Agent
- Can make and receive calls.
- Can view their own dashboard with personal performance metrics.
- Can access contact records assigned to them.
- Cannot view other agents' data or manage platform settings.
Supervisor
- Everything an Agent can do, plus:
- Can monitor agents in their assigned departments in real time.
- Can listen to live calls, whisper coaching to agents, and barge into calls.
- Can access team-level performance reports.
- Cannot create teams (the Create Team button is hidden for supervisors).
Agency Admin
- Full control over a single agency.
- Can create, edit, and delete users within their agency.
- Can configure Agency Settings.
- Can manage skills, departments, teams, and all operational settings.
- Can access all reports for their agency.
Agencies Admin
- Can administer multiple agencies (assigned via multi-select during user creation/editing).
- Has Agency Admin-level access across all assigned agencies.
- Can switch between agencies using the agency selector throughout the platform.
Super Admin
- Platform-wide access to all features and all agencies.
- Can access the Verticals page to create and manage industry templates.
- Can manage system-level configuration.
- Has the highest level of access in the system.
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Activating and Deactivating Users
User lifecycle management is straightforward in AgentTech Dialer:
- Active Users — Newly created users are active by default. Active users can log in and use the platform according to their role permissions.
- Deactivating a User — To deactivate a user, you can edit their profile and change their status, or use the delete function. Deactivated users cannot log in but their historical data (call records, session history, performance metrics) is preserved for reporting purposes.
- Reactivating a User — If a deactivated user needs to return (e.g., a seasonal agent coming back for enrollment season), you can reactivate their account. Their historical data remains intact, providing continuity for reporting.
- Deleting a User — Click the Delete button on the user card and confirm. Deleting permanently removes the user's account. Use this for users who will never return to your agency. For temporary departures, deactivation is preferred.
> Best Practice: Deactivate rather than delete users whenever possible. Deletion removes the user permanently, while deactivation preserves their data for historical reporting and allows easy reactivation if needed.
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Multi-Agency Access
For organizations that operate multiple agencies (such as a holding company or franchise operation), the Agencies Admin role provides efficient multi-agency management:
- Create a user with the Agencies Admin role.
- In the Agency Assignment field (which becomes a multi-select for this role), select all agencies the user should have access to.
- The user can now switch between their assigned agencies using the agency selector that appears throughout the platform.
- Within each agency, the Agencies Admin has full Agency Admin-level access.
This eliminates the need for separate login credentials for each agency and provides a unified management experience.
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Best Practices
- Use descriptive usernames. Establish a consistent naming convention (e.g., first initial + last name, or email addresses) and apply it across all users. This makes user management much easier at scale.
- Set strong initial passwords. Require agents to change their password on first login. Avoid using shared or generic passwords.
- Assign roles carefully. Follow the principle of least privilege — give users the minimum role they need to perform their job. Not every manager needs Super Admin access; Agency Admin or Supervisor may be sufficient.
- Configure operating hours for every agent. Accurate operating hours prevent after-hours call routing and help with workforce planning. Use the Apply Standard Business Hours button for quick setup.
- Keep NPN numbers up to date. For insurance agencies, the National Producer Number is a compliance requirement. Verify NPN numbers periodically and update them whenever agents renew or obtain new licenses.
- Use bulk import for large onboarding events. When hiring a class of new agents, prepare a CSV file and use bulk import instead of creating users one by one. This saves significant time and reduces data entry errors.
- Review session history monthly. Use the 4-tab session history modal to identify agents who may need additional training, agents who are underutilizing the platform, or agents who are consistently exceeding performance expectations.
- Audit user roles quarterly. As your organization evolves, user roles may need updating. Supervisors may be promoted to admins, agents may change departments, and access levels may need adjustment.
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Summary
The Users page is the heart of workforce management in AgentTech Dialer. From creating individual users with detailed profiles to bulk importing entire teams, from configuring precise operating hours to managing state licensing and session history, every tool you need to manage your people is here. Understanding and utilizing the five user roles, three edit tabs, bulk import capabilities, and session history features ensures that your agency operates efficiently, compliantly, and with full visibility into team performance.
Take the time to set up each user correctly from the start — accurate profiles, proper roles, current licensing, and realistic operating hours — and you will save countless hours of troubleshooting and management overhead down the road.
Last updated: February 24, 2026