Agent & User Management
1. I am facing trouble adding another agent
Why this happens
You may not be able to add an agent if:
You’ve reached your agent limit as per your plan
You don’t have Admin or Manager permissions
The agent email already exists in the workspace
Required fields (email, team) are missing or invalid
What to check
Go to Manage → Users
Check:
Your role (must be Admin or QM)
Current agent count vs plan limit
Ensure:
Agent email is unique
Agent is assigned to at least one team
Important:
If an agent was previously deactivated, you have to reactivate them, instead of adding them again.
2. I am not able to see the calls for a particular agent
Common reasons
Agent is not mapped correctly (email/ID mismatch)
Agent is deactivated
Agent belongs to a different team
You don’t have permission to view that agent
Minutes assigned to an agent are exhausted.
What to check
Go to Manage → Users
Verify:
Agent status is Active
Agent email matches the telephony system
Agent is mapped to the correct team
Check your role:
TLs can usually see only their teams
QMs/Admins have broader visibility
3. Agent is not able to accept or contest the scorecard after X hours
Why this happens
Most workspaces have a time window for agent actions:
After a defined number of hours or days
This is to prevent late disputes and keep QA cycles clean.
4. Who can create or manage agents in Enthu?
Role-based access (typical)
Admin/QM: Add, edit, deactivate agents
QA: Can only view the calls made by the agents. Do not have the rights to add/edit the agent
TL: Usually view-only or team-restricted
Agent: Cannot manage users
When should you contact support?
Contact support if:
Agent is correctly mapped but calls never appear
You cannot add agents despite available limits
Role permissions behave inconsistently
Agents are blocked unexpectedly from actions
Note: QA cannot edit the submitted evaluations. QMs and admin have this access.