The Agents and Teams section is where you organize the people whose conversations Ender Turing analyzes. An agent represents one contact center representative; a team is a group of agents that usually work in the same department (for example, Customer Support or Telesales). Each team has one scorecard and an optional hourly rate; the team rate applies to every agent in the team unless an individual agent has their own Rate/hr override (see "Agents in a team" below).

An agent profile is separate from an Ender Turing user account. The agent profile is what the platform attaches conversations to (using a phone number or other extension ID), while a user account is what a person uses to log in. You can optionally link an agent to a user so that when that user opens their workspace, they see only their own conversations.

The page opens on the team list. Selecting a team takes you to its member list.

The Teams view lists every team in your organization. For each team you see:

One team is always marked as the Default Team. Agents that are created automatically — for example, from incoming audio files with new phone numbers — are placed into the default team. The default team itself cannot be deleted.

Click the pencil icon on any team row to edit its name, scorecard, default flag, and rate.

Delete is available only when the team has no members and is not the default. To clear a team for deletion, move its agents to another team first. Teams that still have conversation history attached to them cannot be deleted either — if the delete call fails after you've moved the agents out, it's because past sessions are still linked to the team.

If a CRM connector is active for your organization, a Sync with CRM button appears in the top bar. Use it to pull team and agent definitions from your connected CRM into Ender Turing. The sync runs in the background; existing data stays in place until the sync completes.

Click a team's name (or the members count) to open its Members view. The list shows all agents currently in that team with:

A search box above the list filters by name, phone number, alias, or linked-user email. The status selector on the right narrows the list to active agents, deactivated agents, or both.

If the person you want already has an Ender Turing account but isn't in the dropdown (because their roles are limited to the Agent role family, or because their role is something else entirely such as Manager or Supervisor), do not type their email here — an email that already belongs to a user is rejected with a duplicate-user error. The agent profile itself is saved first and is not rolled back when the user-creation step fails, so you'll be left with an unlinked agent record and an error notification about the duplicate user. Instead, open the Manage Users tab, edit that user, ensure they have the appropriate Agent role if needed, and set the agent profile to link from there. If you've already hit the duplicate-user error, edit the orphan agent from the team view to clear the email field or link it to the right user.

Active agents must have a unique phone number. You cannot create or activate a second active agent with the same number — but a deactivated agent can keep an old number for history (see "Replace a staff member" below).

Click the pencil icon on a row. From the edit form you can change name, phone number, alternative numbers, linked user, team, and rate.

Saving an edit never changes whether the agent is active. The Active switch is not part of the edit form, and if the agent is deactivated while its edit form is still open (for example, through Deactivate agent in the multi-select toolbar), saving the form keeps the agent and its linked user deactivated. To turn access back on, use the Active switch described in "Deactivate or reactivate an agent" below.

When you change an agent's team, a Confirm team change dialog appears with two options:

The first option is the default in most cases. When the source team is the Default Team (for example, when you are moving auto-created agents into a real team), the "Also move existing calls" option is pre-checked instead, so historical conversations follow the agent unless you uncheck it.

The same two options are offered for the bulk move action described below.

Use the Active switch on the agent's row. A confirmation dialog (Deactivate agent or Activate agent) appears. Editing an agent or moving it to another team leaves its status unchanged. Deactivating an agent has two main effects:

The same skip applies to chat and email sessions uploaded through the integrations API: an inbound upload attributed to a deactivated agent profile is skipped, and no conversation is created. Reassign the chat handle by retiring the old agent first (rename it with a suffix such as _old per the "Replace a staff member" steps) so new uploads attach to the active replacement profile.

You can deactivate many agents at once by selecting them and clicking Deactivate agent in the multi-select toolbar.

When a phone extension is reassigned to a new hire, simply renaming the old agent would mix the previous person's history into the new agent's analytics. The recommended pattern is:

To delete agents, select them with the checkboxes and click Delete. Deleting an agent is destructive — past conversations attributed to that profile lose their agent link. Use deactivate instead of delete whenever you want to preserve history.

A single human agent may receive calls or chats through more than one identifier (different extensions, a softphone ID, a chat handle, and so on). To make sure all of those land on the same agent profile, open the agent in edit mode and click the + button next to the phone number field. The Alternative Numbers dialog lets you add, edit, and remove additional numbers. The primary phone number must still be unique among active agents; aliases follow the same rule.

When two agent records turn out to be the same person — for example, one created from your call platform and one from chat — you can merge them into a single profile. The unified profile keeps all historical data; one identifier becomes the main number and the other is stored as an alias.

To merge:

Two agents can only be merged when:

If one of the two source agents is inactive, the merged agent will also be inactive — the dialog warns you before you confirm.

Linking an agent to a user is what powers the My Dashboard and Agent's Workspace experiences: a logged-in user with a linked agent profile sees their own conversations, scorings, and trainings.

You can manage the link from either side:

A user can be linked to one agent profile at a time. Once linked, the user is treated as part of that agent's team for permission scoping.

Each agent has a summary page with their results. Open it by clicking the agent's name — or the chart icon at the start of the row's actions — in a team's Members view. Agent names in a conversation's header and in dashboard scoring tables link to the same page when your role can view agents.

The agent's name appears in the top bar, and the page has three tabs:

On Agent dashboard, set the period and other filters in the top bar. The summary cards (conversation counts, average scores, and duration distribution) cover the agent across all teams. The team selector under the tabs applies only to the scoring tables and to Go to calls, which opens the agent's conversations for the selected team. Each scorecard used for the agent gets its own table, headed **Scoring by {scorecard} - {period}, with an Overall bar and one column per category. Click a category's column header to see its individual points, and Back to categories to return. The person icon and robot icon in the table header switch between manual and automated scores. If your own user is linked to an agent and Allow agents to see automated scoring and feedback** is turned off in General Settings, the icons are hidden and only manual scores are shown, including on other agents' summaries.

Each scoring table has a download button in its header. The menu offers:

The file and text exports follow what the table currently shows: the selected agent and team, the scorecard, the manual or automated score mode, the filters in the top bar, and — if you have opened a category — that category's points. The two detailed exports ignore the opened category: Detailed XLS (Categories) has a column for every category in the scorecard, while Detailed XLS (Points) has columns only for points that were scored in the exported reviews. All downloads start straight away.

The download button appears only on the agent summary page opened from Agents and Teams or from a link to it. Agents viewing their own results in My Dashboard do not get it.

Who sees what depends on the permissions assigned to the user's role. The table below describes the user-visible behavior on the Agents and Teams tab.

Roles are configured under Settings → Users & Agents → Roles & Permissions. To restrict a user to specific teams only — for example, an external QA partner — set their role so that Conversation permissions are granted under the Teams scope and the All scope is empty, then pick the allowed teams on the user's edit page.

A user with only view permissions on Agents and Teams can open the Agents and Teams tab, browse the team list, open team members, and inspect agent details, but the Create, edit, delete, move, merge, and CRM-sync controls are hidden.