Team and roles

Invite team members to your workspace as sub-users, and give each a role. Roles decide which applications someone can reach and what they can change.

Roles

Manager and Employee are limited to the applications you assign them — the usual way to give a client or a department access to their own agents and nothing else.

Portals for frontline staff

Call center agents and task agents do not see the platform at all. They work in a focused portal: call center agents handle calls from the browser softphone, optionally with a calendar; task agents work through tasks that automations and agents assign to them. Someone with both roles gets both.

You and your account managers can work in the portal too, with your own Kilevel email and password (two-factor authentication included). If you are already signed in to Kilevel in the same browser, the portal login page offers Continue as … instead. The first sign-in creates a portal seat for your account on the sub-users page, where you give it a group, human agents or other roles like anyone else's. It has no password of its own, and deactivating it, or revoking an account manager's access, ends that portal access.

Inviting someone

Invite team members from the sub-users page of your workspace, choose a role, and assign applications where the role needs them. Options that only make sense with a role sit inside it: a call center agent can be allowed to pick their own campaigns and stages, and get the calendar page.

Each person can also carry a reference ID (your HR, workforce-management or dialer ID for them), a phone number, and any further details you want to search by, such as department, site or team lead. The reference ID is unique per workspace, so imports and outside data, such as the agent id on imported recordings, can be matched to the right person even when their email changes.

Large teams

The sub-users page is built for thousands of people:

• Search across name, email, reference ID, phone, group and every additional detail, and filter by role, group or status. Every result can be exported as CSV.
• Import a CSV or Excel file to create or update people in bulk. Only an email column is required; columns the importer does not recognise are kept as additional details. New people get a generated password unless the file or a shared initial password provides one, and the generated passwords are offered as a download once the import finishes.
• Bulk actions on any selection, up to everyone matching a filter: activate, deactivate, reset passwords, move to a group, add or remove a role, delete.

Click anyone in the list to edit them.

When people leave, deactivate them rather than deleting them. A deactivated sub-user cannot sign in, is signed out at once, and keeps their history, so reports still show who handled which call. Resetting a password also signs the person out of every open session.

Linked human agents

Every call center agent has a linked human agent, created automatically when they are added. It carries their name, is paused while they are deactivated, and is deleted together with them; deleting the linked agent deletes the person too, and the page warns you before either happens. Linked agents stay out of your agent lists and pickers, so a workspace with thousands of people stays fast. Team-wide routing keeps working through human agents with groups assigned.

People who first appear in transcriptions

When you import recordings with agent details and let the import create agents, each new agent id or name becomes a human agent before anyone has added that person as a sub-user. Nothing has to be cleaned up later:

• Add or import the person with the same reference ID as the agent id on the recordings. Their linked agent is that agent, with its transcription history; no second agent is created. The import's check step shows which rows will match before anything is written.
• Review the rest from the banner on the sub-users page. Each agent shows how many transcriptions it has and, where it is unambiguous, a suggested person: the same reference ID, or the only call center agent with exactly that name. Accept suggestions one by one or all at once, link someone else by search, or export the list, fill in the emails and import it, and every row links itself.

Only an exact reference ID links automatically. A name is only ever a suggestion, because linking the wrong person would attribute their calls to someone else.