This is a task for the admin. These screens are visible only to the owner of the team.
Converdo distinguishes between two kinds of people, and that distinction determines who can sign in and whose conversations get scored.
The difference
An admin is someone who signs in to Converdo. They review conversations, read scores and manage settings. You invite admins by email and they create their own account.
An employee is someone whose conversations are recorded and scored. Think of your sales reps, your recruiters or your customer service team. An employee doesn't need to sign in and doesn't need an account: Converdo recognises them by their phone number or email address, links the conversations and scores them.
The two often overlap, but not always. A rep who wants to review their own scores is both: you add them as an employee and invite them as an admin. A manager who only observes is an admin only. A rep who never signs in is an employee only.
You'll find them in two places: Settings → Admins for those who sign in, and Settings → Employees for those who are scored.
Adding one employee
Go to Settings → Employees and add a new employee. You fill in:
- Name (required)
- Email address, which Converdo uses to link online meetings to this person
- Phone number, which links phone conversations. Enter it in full, including the country code
- Department and role, which determine which scorecards apply to their conversations
- Licence, which determines whether their conversations are only captured or also scored
As soon as an employee has a phone number, Converdo also links earlier conversations from that number that were waiting to be assigned to a rep.
Adding several employees at once
For a larger team, use the import function on the employees screen.
Step 1: download the sample file. It contains the columns Converdo expects: name, email address, phone number, department, role and licence. Only the name is required; the rest may be left empty.
Step 2: fill it in and upload it. Both CSV and Excel work. With CSV, Converdo detects whether you use commas or semicolons, so an export from a European Excel works out of the box. Column order doesn't matter, because Converdo matches on the column names.
Step 3: check the preview. Before anything is created you see, per row, what will happen. Converdo checks that names are filled in, that email addresses are valid, that phone numbers can be normalised, and that the department and role exist. Rows with an error are flagged so you can correct them. Converdo also shows which rows are duplicates: both within the file and against employees you already have.
If you left the licence column empty, you pick a single default in this screen for all empty rows. Anything you did fill in stays as it is.
Step 4: confirm. Only now are the employees created. You get the result per row: created, skipped as a duplicate, or failed with the reason.
If an import doesn't work
A row is skipped as a duplicate. Converdo recognises existing employees by name, email address and phone number. That is intentional: it means you can safely upload the same file again without creating everything twice.
A phone number is rejected. Enter it in full, with the country code. A number starting with a national trunk prefix is converted automatically, but an abbreviated or incomplete number is not.
A department or role isn't recognised. These must exist before you import. Create them first under Settings → Departments & Roles, or leave the column empty and assign the employees afterwards.