Setting Up Your Agent Dashboard: Team, Routing & Business Hours

Adding Agents

Every person who answers calls needs their own agent account. Here is how to add them:

1. Log in to your WebCallHub dashboard at webcallhub.com/login.
2. Go to Settings → Team.
3. Click Add Agent.
4. Enter the agent's name and email address.
5. Choose a role:
   • Agent -- can answer calls, view their own call history, and access transcripts for their calls.
   • Admin -- everything an agent can do, plus managing team settings, viewing all call history, and editing routing rules.
6. Click Send Invite. The agent will receive an email with a link to set their password.

There is no limit on the number of agents you can add. Each agent gets their own SIP extension automatically -- you do not need to configure extensions manually.

Removing or deactivating agents

To remove an agent, go to Settings → Team, click the three-dot menu next to their name, and select Deactivate. Deactivated agents cannot log in or receive calls, but their call history is preserved. To permanently delete an agent and their data, select Delete instead.

Configuring Business Hours

Business hours control when the widget shows "Call now" versus "Leave a message" (or hands off to the AI receptionist). Set them under Settings → Business Hours.

1. Select your timezone from the dropdown. All times you enter will be interpreted in this timezone.
2. For each day of the week, toggle it on or off and set the start and end times.
3. Click Save.

What happens outside business hours depends on your configuration:

Setting	Behavior Outside Hours
AI Receptionist enabled	The AI answers the call, takes a message, and emails the transcript to your team.
AI Receptionist disabled	The visitor sees an "Agents are offline" message in the widget with an option to leave their email or phone number.

Agents can still go online outside business hours by manually toggling their status to "Available" in the dashboard. Business hours control the default behavior, not a hard lockout.

Call Routing

Call routing determines which agent's phone rings when a visitor calls. Configure it under Settings → Routing.

Round-robin

Each incoming call goes to the next available agent in rotation. Agent A gets call 1, Agent B gets call 2, Agent C gets call 3, then back to Agent A. If an agent is offline or on another call, they are skipped. This distributes the call load evenly across your team.

Ring all

Every available agent is notified of the incoming call simultaneously. The first agent to answer gets the call. This minimizes the time a visitor waits, because whoever is free picks up immediately. Best for small teams where speed matters more than even distribution.

Priority-based

You assign each agent a priority number (1 = highest). Calls go to the highest-priority available agent first. If they do not answer within 15 seconds, the call moves to the next priority level. Use this when you have a dedicated support person who should handle most calls, with others as backup.

How to set it up

1. Go to Settings → Routing.
2. Select your routing strategy from the dropdown.
3. If using priority-based routing, drag agents into your preferred order.
4. Set the ring timeout -- how long to ring an agent before moving to the next one (default: 15 seconds).
5. Set the no-answer action: either try the next agent, send to AI receptionist, or show an offline message.
6. Click Save.

AI Receptionist Fallback

When no agents are available -- whether outside business hours, all agents are on calls, or nobody answers -- the AI receptionist can take over. Configure it under Settings → AI Receptionist.

1. Enable/disable: Toggle the AI receptionist on or off.
2. Greeting message: Customize what the AI says when it answers. For example: "Hi, thanks for calling Acme Corp. Our team is currently unavailable. I can take a message -- what is your name and how can we help?"
3. Notification email: Set which email address(es) receive the call transcript and any contact information the visitor shares. You can enter multiple addresses separated by commas.
4. Language: Select the language the AI should use. It supports English, Finnish, Swedish, and Spanish.

The AI receptionist collects the visitor's name, reason for calling, and contact information, then sends a summary email to your team so you can follow up.

Viewing Call History and Transcripts

Every call is logged automatically. Go to Calls in the left sidebar to see your call history.

What you will see for each call

• Date and time of the call.
• Duration in minutes and seconds.
• Caller info -- the visitor's name and contact details if they provided them.
• Agent who handled the call (or "AI Receptionist" if the AI answered).
• Status -- answered, missed, or voicemail.
• Transcript -- click any call to view the full text transcript. Transcripts are generated in real time during the call.

Filtering and search

Use the filters at the top of the call history page to narrow results:

• Filter by date range to see calls from a specific period.
• Filter by agent to see one person's calls.
• Filter by status (answered, missed, AI-handled).
• Use the search bar to search within transcripts for specific keywords (e.g., a customer name or product mentioned during the call).

Exporting call data

Click Export in the top-right corner of the Calls page to download your call history as a CSV file. The export includes all visible fields and respects any active filters, so you can export a specific date range or agent's calls.

Recommended Setup for a 3-Person Team

If you have a small team of three agents, here is a configuration that works well as a starting point:

Setting	Recommendation	Why
Routing strategy	Ring all	With three people, ring-all minimizes wait time. Whoever is free picks up first. You do not need even distribution at this team size.
Ring timeout	20 seconds	Gives agents enough time to finish a quick task and pick up, without making the visitor wait too long.
No-answer action	AI Receptionist	If all three are busy, the AI takes the call and collects contact info so you can call back. The visitor does not hit a dead end.
Business hours	Mon-Fri, 9:00-17:00	Match your actual working hours. Adjust based on when you actually have agents available.
AI Receptionist	Enabled, always	Catches calls outside hours and overflow when all agents are on calls during peak times.
Notification email	Team shared inbox	Send AI receptionist transcripts to a shared email (e.g., [email protected]) so anyone on the team can follow up.

Steps to apply this setup

1. Add all three agents under Settings → Team. Give one person Admin access so they can adjust settings later.
2. Set business hours under Settings → Business Hours to your working days and times.
3. Set routing to Ring all with a 20-second timeout under Settings → Routing.
4. Enable the AI receptionist under Settings → AI Receptionist. Write a greeting that matches your company's tone.
5. Install the widget on your website (see our Widget Installation Guide).
6. Have each agent log in to the dashboard and toggle their status to Available.
7. Make a test call from your website to verify everything works end to end.

You can always change these settings later. Most teams start with ring-all and switch to round-robin once they have more than five agents and want more balanced distribution.