Configure your AI voices, set up staff schedules, and manage department-specific agents for professional customer service across all your phone numbers.
The Agent Rota system allows you to assign AI voices to your phone numbers, schedule when different agents are active, and configure department-specific responses for professional customer service.
🕐 Current System Time
System Time (UTC): 2025-08-24 12:12:53 - All schedules and live status are based on UTC time.
📞 Your Current Agent Assignments
+441615245081
✅ AI Active🕐 LIVE NOW (12:10 - Sunday)
✨ Jessica (11 Division)
🏢 Loft Restore
📅 Schedule Overview: 7 weekly shifts configured • Updated 8/24/2025
📅 Active on schedule until 23:59
+441615245513
✅ AI Active🕐 LIVE NOW (12:10 - Sunday)
🎙️ Amy (T Division)
🏢 Deception Detection
📅 Schedule Overview: No repeating schedule set
🔄 Default voice (no active schedule)
+441625926068
✅ AI Active🕐 LIVE NOW (12:10 - Sunday)
✨ Laura (11 Division)
🏢 Team Connect
📅 Schedule Overview: 7 weekly shifts configured • Updated 8/19/2025
📅 Active on schedule until 23:59
🔍 Understanding Agent Status
✅ AI Active: The phone number has an AI agent assigned and ready
🕐 LIVE NOW: The agent is currently active and handling calls
🎙️ Standard Voice: Standard quality voice (T Division)
📅 Scheduled: Agent follows a weekly schedule
🔄 Default: Agent is always available (no schedule set)
🎤 Voice Selection Process
When configuring a phone number, you'll select from premium AI voices to represent your business. Each voice has unique characteristics, accents, and personality traits.
🏢 Selecting Your Division
Team Connect offers different voice divisions based on quality and use case:
✨
11 Division
Elite Premium Unit
Our most sophisticated operatives with razor-sharp precision and unmatched emotional intelligence. These agents deliver premium conversational experiences that feel genuinely human.
Perfect for VIP clients & high-stakes interactions
🎯
D Division
Strategic Operations Team
Highly trained tactical specialists engineered for maximum efficiency and crystal-clear communication. These elite agents excel at complex problem-solving with military precision.
Engineered for consistent professional results
Division selection interface showing 11 Division and D Division options with descriptions
✨ Premium Voice Collection
Once you select a division, choose from a curated collection of professional AI voices. Each voice is optimized for business communication with natural speech patterns.
🎤 11 Division Voices (Premium ElevenLabs)
Showing sample voices from the 11 Division collection:
Jessica 🇺🇸
female • american
✨ Premium
Alice 🇬🇧
female • british
✨ Premium
George 🇬🇧
male • british
✨ Premium
Laura 🇺🇸
female • american
✨ Premium
Daniel 🇬🇧
male • british
✨ Premium
Rachel 🇺🇸
female • american
✨ Premium
🔍 Voice Selection Filters
👥 All Staff: View all available voices
👩 Female: Filter to show only female voices
👨 Male: Filter to show only male voices
🌍 Accent: Filter by American, British, Australian accents
✨ Premium: All 11 Division voices are premium quality
🎯 Voice Selection Tips
• Choose accents that match your target customer base
• Female voices often sound more approachable for customer service
• British accents can convey professionalism and trust
• Listen to samples before making your final selection
• You can change voices later if needed
🎭 Specialized Voice Personalities
Some voices come with pre-configured personalities:
Christina - Calming Yoga Instructor: Soothing, peaceful tone for wellness businesses
Ivy - Free Spirit: Creative, enthusiastic personality for artistic services
Zara - Warm Conversationalist: Natural, friendly approach for personal services
Adam - Engaging Storyteller: Charismatic voice for sales and marketing
Hope - Upbeat and Clear: Positive, energetic tone for customer support
🏢 Department & Role Management
Assign different voices to specific business departments for professional call routing and specialized customer service.
📊 Department Overview
Organize your AI agents by business function:
🏢 Customer Service: General support and assistance
💰 Sales: Sales inquiries and product information
📦 Returns & Refunds: Handle returns and refund requests
⚠️ Complaints: Specialized complaint resolution
👔 Management: Executive-level inquiries
⭐ Specialized: Industry-specific departments
🏢 Customer Service Department
Primary customer support and assistance roles
ℹ️ Department Voice Assignment
These voices will be used when customers are specifically diverted or transferred to this department. This is separate from your main staff rota schedule below.
General Support
Jessica (✨ 11 Division)
First point of contact for general inquiries, basic troubleshooting, and information requests.
🤖 AI Response📞 Human Divert
AI will handle this role automatically
Knowledge base or resource links...
Technical Support
Charlotte (✨ 11 Division)
Handles technical issues, troubleshooting, software support, and complex product questions.
🤖 AI Response📞 Human Divert
⚙️ Department Configuration Steps
Select Department: Choose the business department (Customer Service, Sales, etc.)
Assign Voice: Select an appropriate AI voice for each role within the department
Configure Role: Define the specific responsibilities and expertise for each role
Set AI Instructions: Provide detailed instructions for how the AI should handle this role
Choose Response Method: AI Response (automated) or Human Divert (transfer to human)
Add Resources: Include links to knowledge bases, documentation, or tools
📅 Main Staff Schedule Setup
Configure when different AI agents are active throughout the week. This is your primary call-handling schedule - separate from department assignments.
📞 Front-Line Staff Schedule
These agents will handle all incoming and outgoing calls during their scheduled times - your main call answering rota. This is optional - you can set different staff for different times.
📋 Weekly Schedule View
Time
Mon
Tue
Wed
Thu
Fri
Sat
Sun
00:00-23:59
✨ Jessica
✨ Jessica
✨ Jessica
✨ Jessica
✨ Jessica
✨ Jessica
✨ Jessica
⚙️ Schedule Configuration Options
🕐 Time Slot Management
➕ Add Time Slot: Create custom time periods for different agents
All Day Coverage: 00:00-23:59 for 24/7 service
Business Hours: 09:00-17:00 for standard business operations
Split Shifts: Different agents for morning and afternoon
Weekend Coverage: Separate agents for weekends
👥 Agent Assignment
Same Agent All Week: Consistency across all days (like Jessica example)
Daily Variations: Different agents for different days
Peak Hour Specialists: Premium voices during busy periods
Industry-Specific: Technical agents during business hours, general support after hours
⏰ Schedule Best Practices
• Use consistent agents during business hours for familiarity
• Assign your best voices to peak calling times
• Consider timezone differences for your customer base
• Test schedule changes with a few calls first
• Monitor call quality after schedule updates
🔄 Schedule vs Department Priority
Understanding how scheduling works with department assignments:
📅 Schedule Priority: Your main schedule determines who answers calls initially
🏢 Department Transfer: If a call needs specific expertise, it transfers to department specialists
🔄 Fallback Logic: If scheduled agent is unavailable, system uses department defaults
🎯 Override Options: Department assignments can override schedule for specific call types
🤖 AI Instructions & Training
Configure how your AI agents should behave, what they should know, and how they should handle different customer scenarios.
📝 Writing Effective AI Instructions
Your AI instructions guide how the agent communicates and handles calls. Be specific and comprehensive:
📋 Example Instructions for Customer Service
"Provide friendly, helpful customer support. Always greet customers warmly and listen to their concerns carefully. If you don't know an answer, say so honestly and offer to connect them with a specialist. Keep responses conversational but professional."
🎯 Key Areas to Cover
Greeting Style: How to open conversations professionally
Tone & Manner: Friendly, professional, technical, casual
Information Handling: What details to collect from customers
Escalation Rules: When to transfer to humans or other departments
Business Knowledge: Key services, pricing, policies
Closing Protocol: How to end conversations professionally
🏢 Role-Specific Instructions
General Support Agent
"Provide friendly, helpful customer support. Always greet customers warmly and listen to their concerns carefully. If you don't know an answer, say so honestly and offer to connect them with a specialist. Keep responses conversational but professional."
Technical Support Agent
"Handle technical issues with patience and expertise. Ask diagnostic questions and provide step-by-step solutions. If a problem is complex, gather detailed information before escalating to human technicians."
Sales Agent
"Focus on understanding customer needs and matching them with appropriate solutions. Be helpful rather than pushy. Provide accurate pricing and product information. Always confirm customer requirements before making recommendations."
📚 Knowledge Base Integration
Provide your AI agents with comprehensive business knowledge:
Services & Products: Complete catalog of what you offer
Pricing Information: Standard rates, packages, special offers
Company Policies: Returns, warranties, terms of service
Contact Information: Hours, locations, alternative contact methods
FAQ Responses: Answers to common customer questions
Troubleshooting Guides: Step-by-step problem resolution
⚠️ AI Limitations to Consider
• AI cannot make actual payments or access sensitive financial data
• Complex technical issues may still need human expertise
• Emotional situations may require human empathy and judgment
• Legal or compliance matters should be escalated to humans
• Always provide clear escalation paths for complex issues
💡 Agent Rota Best Practices
Optimize your AI agent performance and customer satisfaction with these proven strategies.
🎯 Voice Selection Strategy
Match Your Brand: Choose voices that reflect your company personality
Consider Your Audience: Select accents and tones that resonate with customers
Industry Appropriateness: Professional voices for legal/finance, warmer for healthcare
Consistency Across Channels: Use similar voice characteristics across all numbers
Test Different Options: Try various voices and gather customer feedback
📅 Scheduling Excellence
Peak Hour Coverage: Assign your best agents to busiest calling times
Backup Plans: Have fallback agents for technical issues
Regional Considerations: Account for customer timezone distributions
Seasonal Adjustments: Modify schedules for busy periods or holidays
Regular Reviews: Analyze call patterns and adjust schedules monthly
🤖 AI Training & Optimization
Comprehensive Instructions: Provide detailed, specific guidance for each role
Regular Updates: Refine instructions based on call performance
Knowledge Base Maintenance: Keep business information current and accurate
Escalation Clarity: Define clear triggers for transferring to humans
Performance Monitoring: Review call recordings and customer feedback
📊 Performance Monitoring
Call Duration Tracking: Monitor average conversation length
Customer Satisfaction: Survey callers about their AI experience
Escalation Rates: Track when calls need human intervention
Resolution Success: Measure how often AI resolves customer issues
Business Impact: Monitor how AI affects sales and customer retention
🚀 Advanced Tips
• Use different agents for different marketing campaigns to track effectiveness
• Create seasonal agent personalities for holidays or special events
• Implement A/B testing with different voices for the same time slots
• Consider cultural preferences when serving diverse customer bases
• Plan agent updates during low-traffic periods to minimize disruption
🔄 Continuous Improvement
Weekly Reviews: Analyze agent performance and customer feedback
Monthly Optimization: Update schedules, instructions, and voice assignments
Quarterly Strategy: Evaluate overall AI strategy and business impact
Customer Feedback: Regularly survey customers about their experience
Business Alignment: Ensure AI agents support current business goals
🚀 Quick Actions
Ready to configure your AI agents? Use these direct links: