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Agents

Agents (colleagues) are the people whose customer interactions you attribute feedback to. Attributing a response to an agent powers agent-level reporting, performance comparison, and leaderboards. Agents are distinct from workspace users — a user signs in to Davies CXsmart, while an agent is someone feedback is credited to.

Managing agents​

Open Agents to manage your list.

  • List agents — name, email, external reference, and status (active or inactive).
  • Create an agent — provide a name; email and external reference are optional.
  • Edit an agent — update the name, email, external reference, or status.
  • Activate / deactivate — toggle whether an agent is currently in use.

PINs​

An agent can carry a PIN, a short numeric code used for phone-based attribution. When a survey runs over IVR, the PIN identifies which agent the response belongs to — for example, the PIN a customer quotes in ADEPT inbound mode. Set the PIN on the agent's record so phone and IVR surveys can be attributed correctly.

Default survey​

An agent can have a default survey. When that agent initiates a survey in ADEPT and leaves the survey field blank, the default survey is used. This speeds up agents who almost always send the same survey.

Bulk import​

To add many agents at once, use bulk import. Paste your list — one agent per line as Name, email, reference — and import them in a single action. The platform reports how many were added.

How agents appear in reporting​

Once responses are attributed to agents (via ADEPT, an ?agent= link, or a phone PIN), you can filter and group reporting by agent. This is the basis for agent KPI tables, comparisons, and the staff leaderboard.

Next steps​