When your contact center connects multiple systems—like call and chat platforms—the same human agent can appear under different identifiers. Ender Turing used to treat those as separate agent records. That meant duplicate entries in Charts, Filters, and Reports, making it impossible to see unified performance statistics.
To fix this, we introduced the Merge Agents feature.
Why it matters
Merging agents lets you:
Consolidate duplicate agent profiles from different systems (e.g., calls + chats)
Get unified analytics and KPIs for the real human behind them
Keep all historical data intact
When you merge two agents:
One becomes the main record.
The other identifiers are stored as aliases under that main record.
From then on, you’ll see only the main agent across all dashboards and filters.
How to merge agents
Go to Settings → Agents / Teams and open the relevant team.
Select the two agents you want to merge.
Click Merge.
Carefully review the details, then choose which agent will remain as the main one.
Select the Agent you want to leave as the main Agent
Click Confirm Merge (as this operation cannot be reverted, you will need to give explicit consent to proceed).
Reload your Ender Turing tab to refresh charts and filters.
That’s it — all future data and statistics will appear under the single unified agent profile.